INTELLIGENT BRANDS // Software for Business
Microsoft and M&S launch
partnership to transform
retail experience
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M
icrosoft and M&S have announced
the signing of a strategic
partnership focused on testing
the integration of Microsoft AI technologies
into M&S’s customer experience, stores and
wider operations.
The partnership will see the two
organisations work together to explore
how technologies such as Artificial
Intelligence can be utilised within the
retail environment to improve customer
experience and optimise operations. A
team of world-class AI engineers and
product personnel from Microsoft will
partner with the M&S Retail Labs team to
accelerate M&S’s digital transformation.
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The announcement forms part of M&S’s
drive to become a truly digital first business
that brings real value to its business
and customers under its business-wide
transformation programme.
The partnership with Microsoft builds on
M&S’s new technology approach, which was
announced earlier this year.
Steve Rowe, M&S Chief Executive, said:
“M&S is transforming into a digital first
retailer, at a time when the sector is
undergoing a customer-led revolution. We
want to be at the forefront of driving value
into the customer experience using the
power of technology.
“Working together with Microsoft to
understand the full potential of how
technology and Artificial Intelligence can
improve the in-store experience for our
customers and the efficiencies of our wider
operations could be a game changer for
M&S – and for retail.”
“We firmly believe that AI has the power
to amplify human ingenuity,” said Cindy
Rose, Chief Executive of Microsoft UK. “The
retail sector is one of the most challenging
landscapes in the UK right now and we are
thrilled to be working with M&S to explore
how AI can help such an iconic brand
transform the customer experience and
improve wider operations.” n
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