Retailers adapt to AI and personalization at Retail Asia Summit

During the Retail Asia Summit 2026 in Hong Kong, industry leaders discussed how artificial intelligence and personalization are reshaping consumer engagement. Experts emphasized that while AI acts as an accelerator for business processes, human service remains a vital component of the retail experience.

Vincenzo Carrieri, APAC Regional Director of CANALI Far East, noted that brands must develop specific strategies for technology integration. Sean Seah of Langham Hospitality Group highlighted AI's ability to support various stages of the customer journey, such as managing guest preferences and logistics.

Nelson Choi, CEO of G2000 (Apparel) Limited, observed that the retail sector has lagged in technology adoption compared to other industries, calling for a shift in organizational culture to encourage experimentation. G2000 utilizes platforms like WhatsApp, LINE, and WeChat to maintain shopper relationships.

Mathilde Bétinas of OnTheList emphasized that physical retail remains a crucial touchpoint. She noted that effective engagement relies on customer segmentation based on brands, product categories, and seasonality rather than simple age-based assumptions. Choi added that physical stores and e-commerce serve as complementary channels, citing experience in Chinese cities where physical outlets support online sales.