Apr 02 2025 31 mins 1
Ever wondered what technology investments actually make retail employees happier—not just more productive? Katie Riddle, Global Retail Strategy Lead at Verizon Business, reveals that while 98% of grocery retailers struggle with staffing challenges, the solution goes beyond efficiency tools.
"It's not just about making employees more efficient," Katie explains. "It's about providing a better experience that makes them want to stay." Through her unique position overseeing retail strategy at Verizon, Katie has a panoramic view of how leading retailers are using technology to transform both customer and employee experiences. From appointment-setting systems that help associates prepare for customer needs, to self-service kiosks that free staff for meaningful interactions, the right technology investments create environments where employees feel knowledgeable, empowered, and trusted.
The conversation takes us through retail's digital transformation journey—from pandemic-driven quick fixes to today's sophisticated integration of mobile technology with in-store experiences. By 2026, 42% of retailers plan to implement mobile apps with in-store features, more than doubling current adoption. These technologies enable what industry insiders call the "fidgetal" experience—a seamless blend of physical and digital interactions that enhances shopping journeys through real-time personalization.
Perhaps most fascinating is Katie's perspective on AI applications in retail. While artificial intelligence has been quietly optimizing inventory for years, generative AI is revolutionizing content creation and marketing, while "agentic AI" promises to transform operations and customer service. As Katie notes, "Your imagination is the limit to what it can do." This isn't just another overhyped technology—it's exceeding expectations and reshaping retail from the stockroom to the sales floor.
Want to understand the future of retail technology and its impact on both customers and employees? This conversation provides a masterclass in retail innovation from someone who bridges strategy, technology, and real-world implementation.
