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.
“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.