Home Kroger Invests in Advancing Digital Innovation Strategy
January 22, 2024

Kroger Invests in Advancing Digital Innovation Strategy

Posted In: Retail Articles

In a presentation, The Kroger Co. chief information officer and senior VP Yael Cosset stated that the company has been investing significantly in digital initiatives that provide customers greater value and savings while improving operations and employee satisfaction.

Among the innovations that are resulting from Kroger investments, Cosset pointed to digital weekly circulars featuring ads that can be directly shopped from directly as well improvements that make customers aware of available savings they have not tapped on products they usually shop. On the employee side, workers can use mobile technology in stores for customized learning and training experiences, task management and product availability assessment to support in-stock levels and fulfillment.

“We continue to invest in our digital transformation journey by enhancing our customer and associate experiences, recognizing that both are equally impactful to gaining loyalty and earning our customer’s next trip,” said Yael Cosset, Kroger CIO and senior vp, in the presentation. “Our aim is to be the fresh food destination by providing customers with an experience that gives them exactly what they want no matter how they shop and use our digital capabilities to support associates, making their jobs easier and enabling them to spend more time doing what they are best at, interacting with customers.”

In addressing digital initiatives the company is pursuing to help find and train retail employees, Cosset said, “Digital transformation efforts have dramatically reduced our time to hire by implementing digital-first HR solutions. Training applications have been developed using world-class design practices to emphasize ease of use, enhancing speed-to-excellence. Lastly, as we do for our customer experience, we are measuring if the technology we are deploying improves the associate experience by monitoring Net Promoter Score for our associates’ solutions so that we can constantly improve the impact digital transformation has on associates.”

Regarding a hot topic for today, Cosset stated that Kroger is committed to responsible AI development that will provide customers with better shopping experiences and greater value.

“We continue to use AI and GenAI across the business for improvements such as more relevant creative marketing content, better search outcomes on digital platforms, greater personalization for customers, easier solutions for our associates, and many more areas. Like all technology, we view AI as a resource for our customers and associates to improve our human connections, not replace them.”

The presentation on January 14 was part of the National Retail Federation Big Show event and conducted in conjunction with Sucharita Kodali, vp at Forrester Research.

Share Now!

Related Posts: