Kroger CIO Joins ShopTalk to Talk About Innovation in Grocery Technology
Yael Cosset discusses how technology increases consumer value and enhances interactions with both customers and employees.
Yael Cosset, Senior Vice President (SVP) and Chief Information Officer (CIO) of The Kroger Co. (NYSE: KR), attended ShopTalk 2023, which met in Las Vegas this week to talk how tech deployments enhance the customer and associate experience at Kroger.
According to Cosset, “investment in data and innovation over the past two decades, with a focus on the customer experience, has created immense value, saving customers just $1.4 billion last year.” “Our best-in-class data science programme creates personalised experiences that provide significant savings on the very specific items we know our customers love. The ability to personalise every single aspect of the customer experience is critical to Kroger’s commitment to a zero-compromise, seamless experience,” says Kroger. “We wanted to understand how customers engaged with our offers to make them better and more relevant.
Cosset detailed how the supermarket is utilising the knowledge gained from this strategy to enhance the associate experience, making their jobs simpler, more straightforward, and effective—in turn, enhancing their influence on the customer experience and overall work satisfaction. In order to personalise the customer experience, Kroger digitalized associate procedures, which significantly improved onboarding, training, and the prioritisation of daily tasks.
We are using technology to provide thorough training, streamline processes, and provide our associates with the support they need to do their jobs well. This enables associates to understand their roles more thoroughly and experience faster career growth. These improvements also give associates more time to do what they do best—interact with and get to know customers, which truly elevates the concept of personalization.
The effect of the pandemic on the grocery store’s online customer and associate experiences was also discussed by Cosset. Growth acceleration necessitated process and technological innovation in order to scale, she said. As a result of this push, rapid innovation has occurred in the areas of customer and associate capabilities, with improvements in order pick times of 30% and a 50% reduction in customer wait times, as well as the total elimination of paper use in e-commerce store operations, saving more than 25,000 miles of paper annually.
Efficiency is essential to sustaining development and achieving scale, and Cosset stated that in order to provide outstanding customer service, we must put technology and data at the service of our associates.
When asked about the most exciting new technologies, the CIO responded that he was eager to keep bringing data science to the complete Kroger organisation and that associate engagement drives innovation to improve both customer and associate experiences.
Numerous brands and retailers from all over the world come together at ShopTalk for connections, discussions, insights, and a common experience to reimagine the future.
We are committed to The Kroger Co.’s (NYSE: KR) Purpose: To Feed the Human SpiritTM. We are serving America through food inspiration and uplift by developing #ZeroHungerZeroWaste communities by 2025 with the help of nearly half a million associates working across our family of companies, who serve over 11 million customers daily through a seamless digital shopping experience and retail food stores under a variety of banner names. Visit our newsroom and investor affairs website to find out more about us.
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