التكنولوجيا وأخبارها بوابة الإمارات لتكنولوجيا المعلومات والإتصالات
Gartner, Inc. predicts that by 2025, at least two of the top 10 global retailers will establish
robot resource organizations to manage nonhuman workers.
“The retail industry continues to transform through a period of unprecedented change,
with customer experience as the new currency,” said Kelsie Marian, senior
research director at Gartner. “The adoption of new digital technologies and
the ever-changing expectations of customers continues to challenge traditional retailers,
forcing them to investigate new-human hybrid operational models, including
artificial intelligence (AI), automation and robotics.”
Gartner research shows that 77% of retailers plan to deploy AI by 2021,
with the deployment of robotics for warehouse picking as the No. 1 use case.
Warehouse picking involves smart robots working independently or alongside humans.
In the future, retailers will establish units within the organization for procuring,
maintaining, training, taxing, decommissioning and proper disposal of robot resources.
In addition, they will create the governance required to ensure that people and
robots can effectively collaborate.
Many retail workers want to use AI specifically as an on-demand or predictive assistant,
meaning the robot will need to work alongside humans.
“This means the robot will have to “mesh” with the human team — essentially
meaning that both sides will need to learn how to “collaborate” to operate effectively
together,” said Ms. Marian.
An example is an autonomous robotic kitchen assistant that learns an operator’s specific
recipes and prepares them according to the wishes of the operator.
The robot can work in harmony with the operators who, in turn,
are having to adapt to changing consumer tastes.
Choosing the right candidate — human and machine — for the job is critical for success.
A combined effort from HR, IT and the line-of-business hiring managers will be
required to identify the skills needed to ensure the pair work together effectively.
“Retail CIOs must provide ongoing maintenance and monitoring performance for effectiveness.
If not, the team may be counterproductive and lead to a bad customer experience,” said Ms. Marian.
The introduction of AI and robotics will likely cause fear and anxiety among the workforce —
particularly among part-time workers.
It will be vital for retail CIOs to work with HR and business leaders to address
and manage employees’ skills and concerns; and change their mindset around
the development of robot resource units.
Gartner clients can learn more in the report “Predicts 2020: Consumers Determine Retail Success Well Before the Sale.”
Learn more about Gartner’s 2020 Predictions in the Special Report “Predicts 2020: Barriers Fall as Technology Adoption Grows.”
Additional analysis on driving business performance will be presented during Gartner IT Symposium/Xpo 2020, the world’s most important gathering of CIOs and other IT executives. IT executives rely on these events to gain insight into how their organizations can use IT to overcome business challenges and improve operational efficiency. Follow news and updates from the conferences on Twitter using #GartnerSYM.
Upcoming dates and locations for Gartner IT Symposium/Xpo include:
March 2-4, 2020: Dubai
May 11-14, 2020: Toronto
September 14-17, Sao Paulo
October 5-7. Cape Town
October 18-22, Orlando
October 26-29, Gold Coast, Australia
November 3-6, Kochi, India
November 8-12, Barcelona
About Gartner
Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow.
Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and an objective resource for more than 15,000 organizations in more than 100 .countries — across all major functions, in every industry and enterprise size
The Customer Experience Is Fast Becoming the New Currency
