Your Weekly Retail Rev Up Newsletter | How AI Is Redefining CRM Use in Sales

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AI is Changing How Sales Teams Actually Use Their CRM

CRMs were built to store data. But storing isn’t selling. The best sales teams are now pairing their CRMs with AI, not to add more dashboards, but to actually do something with the data they already have. Think instant deal prioritisation, sharper forecasting, and coaching that’s actually relevant.

But how do you use AI effectively? This guide breaks it down into easy steps.

INDUSTRY NEWS 🌐

AI Agents Transform Customer Service By Enhancing Efficiency and Personalization

AI agents are quickly transforming the way companies manage customer service—but the implications go far beyond support. For sales leaders, these tools offer strategic opportunities to boost pipeline velocity, reduce friction, and enable reps to focus on higher-value conversions.

Key takeaways include:

• AI agents handle routine queries instantly, freeing human teams to focus on complex customer interactions—especially useful at the top of the funnel where speed and accuracy matter.

• When trained on sales data and product info, AI agents can qualify leads, answer pre-sales questions, and even book meetings—essentially becoming a 24/7 SDR layer.

• Implementation needs to be intentional: mapping customer journeys, defining when and how AI engages, and making sure there’s a seamless handoff to human reps when needed.

• Sales leaders should collaborate with customer service and product teams to train AI on real objections, buyer personas, and FAQ data, making it an effective revenue enabler rather than just a chatbot.

AllSaints Launches NewStore Platform, Expanding Unified In-Store Experience

British fashion retailer AllSaints advances its digital transformation by integrating NewStore's unified commerce platform across its UK locations, having previously launched a shopping app in 2023. This initiative seamlessly bridges mobile, digital, and physical retail, with more than ten stores already operational and plans for a global rollout to 200+ stores. This move signifies a commitment to redefining in-store experiences and highlights the essential role of unified commerce platforms in modern retail environments.

Complementing this narrative, the upcoming 2025 RTIH Innovation Awards will emphasize unified commerce platforms, showcasing advancements in checkout-free stores, supply chain automation, and immersive experiences. These efforts illustrate the pivotal role of technology in enhancing retail efficiency and profitability. Through these developments, AllSaints exemplifies a strategic approach to leveraging technology for improved customer engagement and operational excellence.

JD.com Expands Into UK Market After Success in Europe

JD.com's strategic expansion into the UK market signifies a bold move as the Chinese eCommerce leader builds upon its European presence. Initially testing the waters through the Joybuy brand and a closed beta in London, JD.com aims to establish its omnichannel retail model further, capitalizing on the UK's mature eCommerce market valued at $160 billion. The recruitment drive for seasoned experts across multiple categories underscores JD.com's commitment to delivering high-quality and diverse product offerings, reflecting its global annual turnover of over $157 billion.

Such international ventures highlight the critical role of technology and innovation in retail. Platforms like JD.com are reshaping consumer experiences by integrating both online and offline channels, thereby increasing operational efficiency and profitability. The planned UK entry aligns with the eCommerce focus at events like the RTIH Innovation Awards, which recognize technological advancement in retail, demonstrating the sector's dynamic nature and promising potential for continued growth and innovation.

AI Streamlines Retail Accounting, Boosting Efficiency And Reducing Errors

Artificial Intelligence (AI) is transforming retail accounting by significantly boosting efficiency and accuracy. Automating tedious tasks like bookkeeping and inventory management reduces the risk of human error and allows employees to shift their focus toward strategic initiatives. AI systems can detect patterns, forecast trends, and flag suspicious transactions in real-time, thereby enhancing fraud prevention and ensuring regulatory compliance. These advancements are crucial for retailers operating in a sector with tight margins and rapidly changing consumer demands.

For accountants, leveraging AI is becoming indispensable for career advancement. As AI tools become more sophisticated, accountants must combine their financial expertise with technological know-how to generate insightful forecasts and manage risk effectively. In an AI-driven environment, retail accountants are essential for aligning financial strategies with broader business goals while maximizing productivity and minimizing waste. Those who invest in understanding AI's capabilities are better positioned for lucrative career paths across various industries, as they harness the full potential of AI to influence business success.

Retail Technology Show 2025 Unites Industry with Record-Breaking Attendance

The Retail Technology Show 2025 in London set new attendance records with over 14,000 retail professionals, underscoring the vital role of technology in modern retail. With participants such as Sainsbury's and Ann Summers praising the event, this gathering has become a pivotal platform for innovation and industry unification. The show's blend of 483 exhibitors and 125 speakers highlighted the synergy between retail and technology, as noted by industry leaders like Penny Grivea and Prerana Issar. This unification, according to experts, is integral to staying relevant in an ever-evolving market.

The event not only delivered on technology but also fostered relationships, as evidenced by the 89% of exhibitors who rebooked for next year. Featured speakers like M&S's Archie Norman and others contributed to a robust conference program, emphasizing technology's centrality to retail. Additionally, the first RTIH AI in Retail Awards was announced, marking a significant milestone in recognizing AI's transformative impact on the retail industry. These initiatives illustrate that digital innovation, particularly AI, is becoming a standard part of business processes, driving efficiency and personalization.

Retail Media's Role in Transforming Shopping Experiences

Retail media is at a crossroads in 2025, offering vast potential but needing deeper integration into retail strategies to truly transform the industry. While tools like Amazon's Retail Ad Services provide a solid starting point, success lies in reimagining how advertisements can enhance, rather than disrupt, the shopping experience. Retailers like Currys and Tesco demonstrate innovation by leveraging TV and online platforms to create immersive shopping environments that prioritize consumer engagement and decision-making.

The crux of effective retail media is coupling advanced technology with existing advantages like loyalty programs and in-store data to refine advertising strategies. Retailers must move beyond traditional metrics to evaluate how retail media impacts real consumer behavior and sales. This shift from mere technological adoption to a comprehensive, shopper-centric approach is crucial for transforming retail media from hype into valuable, integrated shopping experiences.

Discover Retail's Future with Key Technology Trends Shaping 2025 and Beyond

The retail landscape in 2025 emphasizes digital transformation and AI as critical drivers. Businesses should consider upgrading legacy systems to ward off escalating costs and security risks. AI is transforming retail with demand forecasting, enhancing supply chain efficacy, and providing personalized shopping experiences. Essential skills include leveraging data analytics for shopper personalization and embracing omnichannel retail experiences to align with consumer expectations.

To remain competitive, retailers must integrate augmented reality (AR) and voice commerce into their offerings, encouraging customer engagement. Social commerce is surging, with brands turning to influencers for marketing strategies, while diverse payment methods enhance consumer convenience but raise security concerns. By staying informed and proactively embracing these trends, businesses can secure a robust market position.

LEADING VOICES📣

EDITOR’S INSIGHT 💭

Thriving in Turbulent Times: The Tech-Driven Sales Revolution

🌍 In today's fast-paced global trade environment, tech-enabled, agile sales teams are more crucial than ever. As trade policies shift, businesses must adapt swiftly to maintain growth and buffer against disruptions.

🔍 The influx of policy changes demands sales teams that can pivot quickly. Modern sales tools and strategies are no longer optional; they're essential. By leveraging technology, businesses enhance their agility, responding to disruptions with resilience.

📈 Take small businesses in 2025, for instance. Despite economic uncertainties, they're thriving by embracing technology. A Constant Contact report reveals 91% of business owners see tech as vital, with 72% planning to use AI for marketing. This trend highlights the importance of tech adoption for a competitive edge.

🤖 For sales organizations, integrating AI and automation transforms operations. AI-driven insights enable data-driven decisions, personalized customer experiences, and optimized sales strategies, enhancing efficiency and strengthening customer relationships.

💡 The takeaway? Modernizing sales organizations helps businesses stay ahead, improve performance, and build lasting loyalty. Subscribers gain access to peer insights, emerging technologies, and practical frameworks to enhance strategies.

🚀 Looking ahead, adaptability and innovation are key. Embracing new technologies and refining strategies will help businesses not just survive but thrive in the unpredictable global trade landscape.

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