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September 25.2025
3 Minutes Read

How AI Learning is Transforming Customer Experiences at Macy’s

Young woman shopping, using smartphone reflection, AI learning concept.

Revolutionizing Retail: The Role of AI in Customer Experiences

Macy's, a prominent leader in the retail industry, has embarked on a transformative journey, harnessing the power of artificial intelligence (AI) and advanced marketing analytics to significantly enhance customer engagement and loyalty. As consumer expectations evolve, so too must the ways in which retailers interact with their audiences. At the forefront of this shift is Macy's dedication to being "customer obsessed," a sentiment echoed by their Senior Vice President of Customer Journey, Bennett Fox-Glassman, who describes it as an essential part of the brand's identity.

The Power of Personalization

In today's marketplace, generic marketing messages can easily get lost in the noise of consumer information overload. Macy's strategic pivot to personalization has proven to be a game-changer. By transitioning from broad marketing campaigns to highly personalized communications, Macy’s ensures that each touchpoint is not only relevant but also meaningful to the customer. Through the use of sophisticated marketing analytics tools, such as SAS Customer Intelligence 360, Macy's is capable of tailoring interactions based on individual customer data, leading to stronger relationships over time.

The Importance of Data Quality

Good data is paramount for making informed marketing decisions. Fox-Glassman highlights a critical approach: being "extraordinarily use-case driven." This quote emphasizes Macy's strategy to prioritize technology and data investments that directly enhance customer experiences. By ensuring data integrity and quality, Macy's sets itself up to make decisions that resonate with customers, fostering long-term loyalty. Bad data can lead to poor marketing outcomes, reinforcing the need for continuous investment in reliable data architectures.

Building Brand Trust Through AI

Trust is essential in building lasting customer relationships, and AI plays a significant role in this effort. Macy’s commitment to responsible AI usage permeates its marketing strategies and customer interactions. Fox-Glassman notes that every aspect of the customer experience should contribute to building brand trust, which includes transparent data usage and ethical decision-making processes. This focus on responsibility is vital as consumers become increasingly aware of data privacy and ethical standards in AI applications.

Future Trends in Retail Marketing with AI

As we look toward the future, it's clear that the incorporation of AI in retail marketing will only deepen. AI technology stands to continuously enhance customer interactions, predictive analytics, and personalized offerings, setting a high bar for customer engagement. Retailers that invest in these technologies will be likely to outperform their competitors over time, as they cater more intelligently to customer needs and preferences.

Conclusion: Embracing AI for Enhanced Customer Experiences

To thrive in the competitive retail landscape, brands like Macy's must remain committed to evolving their marketing strategies through AI and analytics. By prioritizing customer obsession, data quality, and ethical AI practices, they are setting a standard for how retailers engage with consumers. For those interested in exploring the advancements in AI technology within the marketing sphere, following Macy's journey offers valuable insights into the future of retail. Stay informed and consider how these technologies might enhance your own customer interactions.

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