From intuitive search recommendations to real-time inventory management, Macy’s is leading the charge with an ‘AI-first’ approach. By embedding intelligence into their systems, they’re enhancing customer experiences without them even noticing.

Murali Murugan, senior director of engineering at Macy’s, explains that AI isn’t just about adding intelligence on top but redesigning decision-making processes to make businesses move faster and more relevantly. This shift from isolated AI pilots to integrated systems is crucial for compressing the gap between signal and action.

The company’s ‘Ask Macy’s’ tool showcases this philosophy, offering personalized shopping suggestions based on past purchases and preferences. While AI is augmenting human judgment rather than replacing it, the ultimate goal is retail that feels seamless and adaptive. Continuous improvement through learning from mistakes is key to achieving a meaningfully better customer experience.

This shift in retail highlights how technology can enhance everyday experiences without overwhelming users. As legacy retailers adapt to an ever-changing market, AI becomes not just a tool but a way of operating.