AI, omnichannel and data: ESII shares its vision for the future of retail at NRF 2026 Retail’s Big Show Europe
At NRF 2026 Retail’s Big Show Europe, taking place in Paris from September 15 to 17, ESII has published a press release addressing the major trends reshaping the in-store customer experience.
The observation is straightforward: customers no longer think in terms of channels. They may discover a product online, book an appointment from their smartphone, visit a store, scan a QR code to get a digital ticket, then speak with an advisor, in person or remotely. For retailers, the challenge is no longer to digitalize the store, but to orchestrate this entire journey as one seamless experience.
ESII identifies four trends already transforming the in-store experience:
- AI as a customer journey assistant, with ARIA, ESII’s intelligent voice agent, able to book an appointment by phone
- Digital made simpler and more accessible: paperless tickets, app-free journeys, connected devices
- The kiosk as a genuine service touchpoint: routing, wait-time updates, appointment booking, video connection with an advisor
- Waiting time as strategic data, leveraged through Business Intelligence to measure footfall and performance
“Retail can no longer treat the digital and physical experience as separate worlds. Our role is precisely to orchestrate that continuity, before, during and after the store visit,” says Pierre-Marie Assemat, Retail Sector Manager at ESII.
A vision built on proven expertise with retailers such as Nespresso, Leroy Merlin, Carrefour, Decathlon and Fnac, and one clear conviction: customers don’t choose between digital and in-store, they choose whichever experience is simplest.
