What does the future of retail look like? According to Christian Haeger, Global Industry Lead for Retail, Consumer & Services at CGI, it comes down to three drivers: AI, data and unified commerce. Christian unpacked these themes in a recent interview with Ben Weiss, founder and host of Legends N Leaders, a podcast that shares experiences and insights from business leaders and entrepreneurs.
Christian highlighted that while retailers are eager to adopt AI for better forecasting, inventory management and customer experiences, success hinges on having strong data foundations: accurate, accessible and well-governed data.
He also discussed how AI is giving store associates real-time access to inventory, product and customer information, enabling more efficient operations and personalized customer interactions.
“It’s about making information accessible quickly and making huge amounts of information accessible,” Christian shared.
Looking ahead, he noted that retailers are increasingly moving beyond traditional channel distinctions to create seamless experiences across online and physical environments.
“It is not e-commerce or retail. It is unified commerce,” Christian added.
He also pointed to the emergence of agentic commerce—a model where AI-powered assistants guide consumers in the discovery, evaluation and purchase of products. As these technologies evolve, retailers will need to ensure that their data, product information and digital experiences are ready for a new generation of AI-driven interactions.
As consumer behaviors and expectations continue to change, Christian observed that retailers best positioned to deliver value, improve operational efficiency and drive long-term growth will be those that treat AI, data and unified commerce not as separate initiatives, but as one combined strategy.
Watch the full interview to hear Christian’s perspectives on AI, unified commerce and the trends shaping the future of retail.
