AI Powers Retail, But the Human Touch Still Rings Up the Sale

AI at the Checkout – But Not in the Driver’s Seat

Currys CIO Andy Gamble believes that while AI is revolutionizing the retail space with powerful capabilities—from predictive analytics to automation—it’s not a cure-all. He emphasizes that technology must remain a support system rather than a decision-maker. True innovation in retail, Gamble says, doesn’t come from algorithms alone, but from humans who know how to deploy these tools with strategic intent. It’s a reminder that digital transformation is as much about people as it is about platforms.

Leadership Through Empathy, Not Just Efficiency

Gamble warns against AI displacing the human qualities that drive customer experience and employee engagement. Tech-savvy leaders, he suggests, need to stay grounded in emotional intelligence, adaptability and communication. While AI can guide operational decisions, it lacks the nuance of human judgment—especially in people management and values-driven leadership. The future of retail, Gamble insists, blends AI precision with human empathy in equal measure.