<p>人工智能（AI）正在加速实体零售环境的转型。面对面的购物仍然占据美国零售活动的最大份额，预计到 2025 年将占总销售额的 84% 以上，这一点在最近关于实体店行业趋势的研究中得到了证实。零售商正在通过采用 AI 驱动的工具和策略来应对这一变化，以提高店内客户互动的质量和及时性。这些技术为销售团队提供实时洞察，使他们能够在每次店内访问之前、期间和之后提供高度个性化的服务。</p>
<p>随着组织在日常运营中实施和扩展 AI，店员获得了新的能力，深化了与客户的关系并支持个性化的互动。成功应用新兴技术的关键在于使零售团队能够迅速行动，根据个别顾客的需求定制体验，并强化实体零售在建立持久忠诚度方面的独特优势。</p>
<h3><strong>在每次店内访问中解锁客户连接</strong></h3>
<p>基于统一数据和可操作洞察的个性化互动，为现代零售团队带来了可衡量的收益。优先考虑个性化的公司可以实现比行业平均水平高出 40% 的收入，71% 的消费者现在期望品牌提供个性化的互动作为他们购物体验的基本要求。近四分之三的客户选择与优先考虑个性化沟通的品牌购物，并对直接与他们互动的零售商表现出更高的客户忠诚度。</p>
<p>细分和实时分析的重要性日益增强，使零售团队能够在客户旅程的每个阶段发送相关的沟通。AI 驱动的客户细分已经证明能够通过识别微细分市场和预测购物者需求来将转化率翻倍。利用活动分析的零售商报告显示投资回报率（ROI）有可衡量的改善，系统跟踪 AI 个性化带来了 20%–30% 的市场营销 ROI 提升。数据驱动的互动正在为每个接触点创造新的有意义的关系和可衡量的收益。</p>
<p>团队通过 SMS、电子邮件和 WhatsApp 等渠道部署活动工具，以维持有意义的关系，推动重复访问并提供个性化体验。基于统一客户洞察激活活动的能力使店员能够评估活动影响，优化互动并培养忠诚度，最大化每次店内互动的价值。</p>
<h3><strong>如何使用 AI 撰写高转化率的个性化消息</strong></h3>
<p>现代品牌的零售 CRM 平台提供 AI 驱动的解决方案，帮助店内团队撰写和发送旨在最大相关性和影响力的消息。领先的研究表明，AI 驱动的个性化现在是收入增长的主要驱动力之一，机器学习系统利用详细的客户档案、预测分析和动态内容来优化互动。生成式 AI（GenAI）快速创建个性化推荐和内容，使店员能够实时调整购物旅程。</p>
<p>这些创新还推动了效率的提升。数据显示，77% 的零售专业人士定期使用 AI 工具与客户联系，80% 的高管计划在年底前使用预测技术自动化互动。用于细分受众、自动化个性化消息和提供即时活动反馈的工具正在帮助团队建立强大的关系并实现持续的销售成果。</p>
<h3><strong>AI 如何协助角色扮演复杂的客户互动</strong></h3>
<p>先进的零售 CRM 平台正在实施 AI 驱动的角色扮演模拟，以提升员工在处理复杂客户场景时的信心和技能。今年的行业研究显示，零售商正在使用虚拟 AI 工具模拟客户互动，加速店员培训并显著改善客户服务结果。这些 AI 助手创建逼真的场景——从处理退货到化解投诉——使店员能够在安全、适应性强的环境中练习应对，准备在店内面对这些情况。</p>
<p>基于自然语言 AI 的角色扮演能够加快新员工的入职速度，降低培训成本，并显著提高员工的适应能力。这些模拟可以模拟各种客户个性、情感反应和意外挑战，帮助零售团队在实时情况下提供有效、富有同情心的服务。通过投资于 AI 增强的角色扮演，品牌使其团队能够更熟练地处理高风险对话，最终增强客户信任并在每个接触点推动更好的结果。</p>
<h3><strong>提升人性化关怀</strong></h3>
<p>AI 正在引导零售团队进入一个新的效率和个性化时代，提供可操作的洞察和灵活的工具，以提供卓越的客户体验。当日常互动、细分和决策支持通过技术得到简化时，店员获得了更多时间来投入有意义的对话和反映每个品牌价值的创造性解决方案。通过将数据驱动的能力融入工作日，零售 CRM 解决方案提升了人性化维度，帮助团队以更大的同情心、自信和关怀来接触每位客户。</p>
<p>AI 的使用放大了前线员工的优势，并支持店内服务的动态特性。通过更智能的自动化、预测指导和增强的活动工具，零售团队以超越传统方法的深度和灵活性与客户互动，从而创造出更令人难忘和有效的零售体验。</p>
<hr/>
<p>_Leigh Sevin，<em>Endear_的联合创始人兼首席执行官，拥有奢侈品零售背景，并在帮助品牌统一线上和线下策略方面拥有十年的经验。她热衷于通过数据和工具赋能门店团队，将客户互动转化为长期关系。Sevin 曾与 Glossier、Allbirds 和 Reformation 等品牌合作，并定期就客户关系、客户忠诚度和零售科技创新的未来进行演讲和撰写文章。</em></p>

赛富时

<p>AI 正在通过增强客户参与度和个性化体验来改变实体零售。使用 AI 工具的零售商看到收入和客户忠诚度的提升。基于 AI 的细分和分析提高了营销投资回报率，而 AI 驱动的客户关系管理平台则优化了信息传递和客户互动。角色扮演模拟提升了员工在处理复杂场景中的技能。AI 提升了零售的效率和个性化，使团队能够专注于有意义的客户互动，增强了零售体验中的人性化触感</p>

<p>Artificial intelligence (AI) is accelerating the transformation of physical retail environments. In-person shopping continues to command the largest share of U.S. retail activity, representing over 84% of total sales in 2025, as documented by recent research on brick-and-mortar industry trends. Retailers are responding by adopting AI-powered tools and strategies that improve the quality and immediacy of customer engagement at the store level. These technologies equip sales teams with real-time insights for delivering highly personalized outreach before, during and after every store visit.</p>
<div class="lb-trans"><p>人工智能（AI）正在加速实体零售环境的转型。面对面的购物仍然占据美国零售活动的最大份额，预计到 2025 年将占总销售额的 84% 以上，这一点在最近关于实体店行业趋势的研究中得到了证实。零售商正在通过采用 AI 驱动的工具和策略来应对这一变化，以提高店内客户互动的质量和及时性。这些技术为销售团队提供实时洞察，使他们能够在每次店内访问之前、期间和之后提供高度个性化的服务。</p>
</div><p>As organizations implement and scale AI across daily operations, store associates gain new capabilities that deepen customer relationships and support tailored engagement. Success with emerging technologies centers on enabling retail teams to act quickly, customize experiences to individual shoppers and reinforce the distinct advantages of physical retail for building lasting loyalty.</p>
<div class="lb-trans"><p>随着组织在日常运营中实施和扩展 AI，店员获得了新的能力，深化了与客户的关系并支持个性化的互动。成功应用新兴技术的关键在于使零售团队能够迅速行动，根据个别顾客的需求定制体验，并强化实体零售在建立持久忠诚度方面的独特优势。</p>
</div><h3><strong>Unlocking Customer Connections in Every Store Visit</strong></h3>
<div class="lb-trans"><h3><strong>在每次店内访问中解锁客户连接</strong></h3>
</div><p>Personalized outreach, grounded in unified data and actionable insights, is delivering measurable gains for modern retail teams. Companies that prioritize personalization can achieve up to 40% higher revenue compared to industry averages, and 71% of consumers now expect brands to deliver tailored interactions as a baseline for their shopping experience. Nearly three-quarters of customers choose to shop with brands that prioritize personalized communication, and demonstrate greater customer loyalty to retailers that engage them directly.</p>
<div class="lb-trans"><p>基于统一数据和可操作洞察的个性化互动，为现代零售团队带来了可衡量的收益。优先考虑个性化的公司可以实现比行业平均水平高出 40% 的收入，71% 的消费者现在期望品牌提供个性化的互动作为他们购物体验的基本要求。近四分之三的客户选择与优先考虑个性化沟通的品牌购物，并对直接与他们互动的零售商表现出更高的客户忠诚度。</p>
</div><p>Segmentation and real-time analytics are growing in importance, allowing retail teams to send relevant communications at every stage of the customer journey. AI-powered customer segmentation has demonstrated the ability to double conversion rates by identifying micro-segments and predicting shopper needs. Retailers that leverage campaign analytics report measurable improvements in return on investment (ROI), with systematic tracking of AI personalization delivering a 20%–30% increase in marketing ROI. Data-driven outreach is creating new pathways to meaningful relationships and measurable gains at every touch point.</p>
<div class="lb-trans"><p>细分和实时分析的重要性日益增强，使零售团队能够在客户旅程的每个阶段发送相关的沟通。AI 驱动的客户细分已经证明能够通过识别微细分市场和预测购物者需求来将转化率翻倍。利用活动分析的零售商报告显示投资回报率（ROI）有可衡量的改善，系统跟踪 AI 个性化带来了 20%–30% 的市场营销 ROI 提升。数据驱动的互动正在为每个接触点创造新的有意义的关系和可衡量的收益。</p>
</div><p>Teams deploy campaign tools across SMS, email and WhatsApp to sustain meaningful relationships, drive repeat visits and deliver individualized experiences. The ability to activate campaigns built on unified customer insights empowers associates to evaluate campaign impact, optimize engagement and cultivate loyalty, maximizing the value of every in-store interaction.</p>
<div class="lb-trans"><p>团队通过 SMS、电子邮件和 WhatsApp 等渠道部署活动工具，以维持有意义的关系，推动重复访问并提供个性化体验。基于统一客户洞察激活活动的能力使店员能够评估活动影响，优化互动并培养忠诚度，最大化每次店内互动的价值。</p>
</div><h3><strong>How to Use AI to Write High-Converting, Personalized Messages</strong></h3>
<div class="lb-trans"><h3><strong>如何使用 AI 撰写高转化率的个性化消息</strong></h3>
</div><p>Retail CRM platforms for modern brands offer AI-driven solutions that help store teams craft and deliver messages designed for maximum relevance and impact. Leading studies show AI-powered personalization is now one of the top drivers of revenue growth, with machine learning systems optimizing outreach using detailed customer profiles, predictive analytics and dynamic content. Generative AI (GenAI) rapidly creates individualized recommendations and content, allowing associates to tailor the shopping journey in real time.</p>
<div class="lb-trans"><p>现代品牌的零售 CRM 平台提供 AI 驱动的解决方案，帮助店内团队撰写和发送旨在最大相关性和影响力的消息。领先的研究表明，AI 驱动的个性化现在是收入增长的主要驱动力之一，机器学习系统利用详细的客户档案、预测分析和动态内容来优化互动。生成式 AI（GenAI）快速创建个性化推荐和内容，使店员能够实时调整购物旅程。</p>
</div><p>These innovations also drive efficiency. Data shows 77% of retail professionals regularly use AI tools to reach customers, and 80% of executives plan to automate outreach with predictive technology before the year ends. Tools for segmenting audiences, automating tailored messaging and providing immediate campaign feedback are helping teams foster strong relationships and achieve sustained sales results.</p>
<div class="lb-trans"><p>这些创新还推动了效率的提升。数据显示，77% 的零售专业人士定期使用 AI 工具与客户联系，80% 的高管计划在年底前使用预测技术自动化互动。用于细分受众、自动化个性化消息和提供即时活动反馈的工具正在帮助团队建立强大的关系并实现持续的销售成果。</p>
</div><h3><strong>How AI can Assist with Role-Playing Tricky Customer Interactions</strong></h3>
<div class="lb-trans"><h3><strong>AI 如何协助角色扮演复杂的客户互动</strong></h3>
</div><p>Advanced retail CRM platforms are implementing AI-enabled role-play simulations to boost employee confidence and skills when navigating complex customer scenarios. Industry findings from this year show that retailers are using virtual AI tools to simulate customer interactions, accelerate associate training and significantly improve customer service outcomes. These AI assistants create lifelike scenarios — from resolving returns to diffusing complaints — enabling associates to practice responses in a safe, adaptive environment before facing them on the store floor.</p>
<div class="lb-trans"><p>先进的零售 CRM 平台正在实施 AI 驱动的角色扮演模拟，以提升员工在处理复杂客户场景时的信心和技能。今年的行业研究显示，零售商正在使用虚拟 AI 工具模拟客户互动，加速店员培训并显著改善客户服务结果。这些 AI 助手创建逼真的场景——从处理退货到化解投诉——使店员能够在安全、适应性强的环境中练习应对，准备在店内面对这些情况。</p>
</div><p>Role-play powered by natural language AI results in faster onboarding, reduced training costs and measurably improved employee adaptability. These simulations can mimic a range of customer personalities, emotional responses and unexpected challenges, preparing retail teams to deliver effective, empathetic service in real-time situations. By investing in AI-enhanced role-play, brands empower their teams to handle high-stakes conversations with greater proficiency, ultimately strengthening customer trust and driving better outcomes at every touch point.</p>
<div class="lb-trans"><p>基于自然语言 AI 的角色扮演能够加快新员工的入职速度，降低培训成本，并显著提高员工的适应能力。这些模拟可以模拟各种客户个性、情感反应和意外挑战，帮助零售团队在实时情况下提供有效、富有同情心的服务。通过投资于 AI 增强的角色扮演，品牌使其团队能够更熟练地处理高风险对话，最终增强客户信任并在每个接触点推动更好的结果。</p>
</div><h3><strong>Elevating the Human Touch</strong></h3>
<div class="lb-trans"><h3><strong>提升人性化关怀</strong></h3>
</div><p>AI is guiding a new era of efficiency and personalization for retail teams, providing the actionable insights and flexible tools needed to deliver standout customer experiences. When everyday outreach, segmentation and decision support are streamlined by technology, associates gain time to invest in meaningful conversations and creative solutions that reflect each brand’s values. By weaving data-driven capabilities into the workday, retail CRM solutions elevate the human dimension, helping teams approach every customer with greater empathy, confidence and care.​</p>
<div class="lb-trans"><p>AI 正在引导零售团队进入一个新的效率和个性化时代，提供可操作的洞察和灵活的工具，以提供卓越的客户体验。当日常互动、细分和决策支持通过技术得到简化时，店员获得了更多时间来投入有意义的对话和反映每个品牌价值的创造性解决方案。通过将数据驱动的能力融入工作日，零售 CRM 解决方案提升了人性化维度，帮助团队以更大的同情心、自信和关怀来接触每位客户。</p>
</div><p>The use of AI amplifies the strengths of frontline staff and supports the dynamic nature of in-store service. Through smarter automation, predictive guidance and enhanced campaign tools, retail teams engage customers with a depth and agility well beyond traditional methods, resulting in more memorable and effective retail experiences.</p>
<div class="lb-trans"><p>AI 的使用放大了前线员工的优势，并支持店内服务的动态特性。通过更智能的自动化、预测指导和增强的活动工具，零售团队以超越传统方法的深度和灵活性与客户互动，从而创造出更令人难忘和有效的零售体验。</p>
</div><hr/>
<div class="lb-trans"><hr/>
</div><p><em>Leigh Sevin, Co-founder and CEO of</em> <em>Endear</em> <em>, has a background in luxury retail and a decade of experience helping brands unify their online and offline strategies. She’s passionate about empowering store teams with data and tools that turn customer interactions into long-term relationships. Sevin has worked with brands like Glossier, Allbirds and Reformation, and regularly speaks and writes on the future of clienteling, customer loyalty and retail tech innovation.</em></p>
<div class="lb-trans"><p>_Leigh Sevin，<em>Endear_的联合创始人兼首席执行官，拥有奢侈品零售背景，并在帮助品牌统一线上和线下策略方面拥有十年的经验。她热衷于通过数据和工具赋能门店团队，将客户互动转化为长期关系。Sevin 曾与 Glossier、Allbirds 和 Reformation 等品牌合作，并定期就客户关系、客户忠诚度和零售科技创新的未来进行演讲和撰写文章。</em></p>
</div>

零售商如何利用人工智能：释放新兴技术的潜力与承诺