Table of Contents
- Key Highlights
- Introduction
- AI and Physical Stores: Redefining the In-Store Experience
- Online Retailer of the Year: Meeting the Digital Demand
- AI and Omnichannel Retail: The Integrated Shopping Experience
- Best Use of AI in Customer Service: Responding to Changing Consumer Behavior
- AI and Supply Chain: Innovations for Efficiency
- AI and Payments: Revolutionizing Transaction Processes
- Digital Transformation Project of the Year: Leading Change Through Innovation
- Inclusive Technology Innovation: Embracing Diversity in Retail
- Most Innovative Retailer: Standing Out in a Competitive Landscape
- The RTIH Editor’s Choice Award: Recognition of Excellence
- Conclusion
- FAQ
Key Highlights
- A diverse range of companies, from start-ups to established giants, were recognized for their innovative use of AI technologies in retail at the RTIH AI in Retail Awards 2026.
- Key categories included AI in Physical Stores, Online Retailer of the Year, and AI and Omnichannel Retail, showcasing the broad impact of AI on customer experience and operational efficiency.
- Hosted by comedian Lucy Porter, the sold-out event highlighted the transformative potential of AI in redefining retail landscapes.
Introduction
The retail industry continues to navigate transformative changes brought on by technological advancements, particularly artificial intelligence (AI). The RTIH AI in Retail Awards 2026 celebrated the pioneers leveraging AI to enhance customer experiences and streamline operations, demonstrating a collective commitment to innovation. Positioned against the backdrop of a sold-out event at The Barbican in Central London, the awards showcased the progress made in making shopping more intuitive and enjoyable across physical and digital channels.
Amid this rapid evolution, Scott Thompson, Founder and Editor of RTIH, emphasized the significance of AI during the welcome speech. He drew attention to insights from Amazon’s CEO, Andy Jassy, highlighting that AI represents one of the most significant technological transformations since the advent of cloud computing. This statement underscores the urgent need for retailers to adopt innovative AI solutions as they seek to meet evolving customer expectations and operational challenges.
AI and Physical Stores: Redefining the In-Store Experience
The “AI and Physical Stores” category focused on the deployment of AI technology to create improved customer experiences in brick-and-mortar settings. The finalists showcased various strategies aimed at reducing friction throughout the customer journey while enhancing the interaction between physical and digital spaces.
- Finalists included notable companies such as Orquest, Reckon.ai, and Sensei. Ultimately, Sensei emerged as the winner for its groundbreaking solutions that help retailers optimize both customer interactions and operational workflows.
Sensei’s innovative approach exemplifies how AI can address conventional retail pain points, including inventory management and customer service. By seamlessly integrating AI solutions, physical stores can better serve customers while ensuring that staff are equipped with the necessary tools to enhance their in-store performance.
Online Retailer of the Year: Meeting the Digital Demand
In today's e-commerce landscape, brands that effectively utilize AI to enhance customer interaction have a competitive edge. The “Online Retailer of the Year” award acknowledged those retailers that exhibited forward-thinking strategies in their AI deployments over the past year.
- Finalists in this category included major players like Depop, Goddiva, and Super-Pharm, with Depop taking the top honor. The platform's emphasis on community engagement and personalized shopping experiences distinguishes it from competitors, making it a prime example of AI's potential to transform online retail.
Depop's success illustrates the pivotal role of social commerce fueled by AI insights, which enable brands to tailor their offerings based on real-time customer feedback and preferences.
AI and Omnichannel Retail: The Integrated Shopping Experience
With a growing emphasis on omnichannel strategies, this award category recognized innovations that integrate online, mobile, and in-store experiences into a cohesive shopping journey.
- Globant won the award in this category, lauded for deploying AI technologies that enable retailers to deliver a unified experience across multiple channels. This reflects a commitment not only to technology but also to understanding customer behavior across various touchpoints.
Incorporating AI-driven personalization and predictive analytics can significantly streamline communication and enhance both customer satisfaction and loyalty. As retailers invest in omnichannel strategies, they are better positioned to adapt and flourish in a competitive marketplace.
Best Use of AI in Customer Service: Responding to Changing Consumer Behavior
The pandemic exposed shifting consumer expectations, demanding that retailers rise to enhance customer service using AI technologies.
- The winner, Brarista, represented a forward-thinking approach to retail, effectively leveraging AI to meet increased customer service expectations in both online and brick-and-mortar environments. This holistic, customer-centric focus underscores a growing trend of integrating AI technologies to enrich engagement and streamline service delivery.
Retailers that prioritize customer service innovation can gain a distinct advantage, as satisfied customers translate to repeat business and enhanced brand loyalty.
AI and Supply Chain: Innovations for Efficiency
The supply chain's complexity necessitates innovative solutions that can optimize operations. This category recognized initiatives utilizing AI to refine and innovate supply chain management.
- Nextail was awarded for its contribution in this space, showcasing how AI can facilitate better visibility and efficiency in supply chain processes. As organizations look to minimize waste and enhance collaboration, AI solutions that automate routine tasks become indispensable.
Through intelligent automation and enhanced predictive capabilities, companies like Nextail exemplify how AI can redefine industry standards for supply chain management, driving both sustainability and profitability.
AI and Payments: Revolutionizing Transaction Processes
As the retail landscape evolves, so too does the need for seamless payment experiences. Recognizing initiatives that simplify and enhance transactions through AI tools, this category saw some innovative entrants.
- LatentView Analytics took home the trophy, acknowledged for developing a solution that not only optimizes transaction speed but also enhances security, removing barriers for digital shoppers. Proactive initiatives in AI payment solutions underscore the importance of creating frictionless customer experiences.
As payment technologies continue to evolve, retailers need to keep pace with customer expectations for speed and security, both of which can be significantly bolstered through AI-driven solutions.
Digital Transformation Project of the Year: Leading Change Through Innovation
This category sought to acknowledge trailblazers that are pushing the envelope in digital transformation.
- Goddiva claimed the award for its exemplary commitment to unlocking new opportunities via innovative AI technologies, illustrating the potential of digital integration in enhancing customer engagement and operational efficiency.
Goddiva’s project signaled a profound understanding of market demands and readiness to reshape traditional retail pathways through technology.
Inclusive Technology Innovation: Embracing Diversity in Retail
Inclusivity in retail remains a central concern, and the awards recognized those who have made strides in this area.
- The winner, Ikea, has placed inclusivity at the heart of its customer experience strategies, highlighting AI's role in fostering diversity and accessibility. This winning entry exemplified how thoughtful integration of technology can create a more welcoming environment for all customers.
Most Innovative Retailer: Standing Out in a Competitive Landscape
This award celebrated the retailer that had shown exceptional innovation in their approach to customer and employee engagement.
- VenHub Global emerged victorious, representing the adaptability and resilience required in today’s changing market. Through new innovative practices and AI integration into operations, the company exhibited a holistic approach to innovation that benefits both customers and employees alike.
The RTIH Editor’s Choice Award: Recognition of Excellence
The Editor’s Choice award celebrated unexpectedly remarkable entries across various categories.
- Winners included impressive technology-focused companies such as Advertima Vision and Eagle Eye, showcasing not just the breadth of talent but also the commitment to pushing the retail envelope further.
Conclusion
The RTIH AI in Retail Awards 2026 highlighted the dynamic role of AI in reshaping the retail landscape. With winners from various sectors demonstrating innovative applications of AI technology, these awards reaffirmed the critical nature of adaptation and evolution in an increasingly digital marketplace.
As the retail sphere continues to evolve at a rapid pace, the adoption of transformative technology will remain paramount. The spotlight on such innovations affirms the significant impact AI holds for not only enhancing customer experiences but also driving operational efficiencies across the industry.
FAQ
What is the RTIH AI in Retail Awards?
The RTIH AI in Retail Awards is an annual event celebrating innovations and achievements in artificial intelligence across the retail sector, highlighting companies that advance customer experience and operational efficiency.
Who were the winners at the 2026 awards?
Winners included Sensei for AI in Physical Stores, Depop for Online Retailer of the Year, Brarista for Best Use of AI in Customer Service, and Globant for AI and Omnichannel Retail, among others.
How does AI improve customer experiences in retail?
AI enhances customer experiences through personalized shopping journeys, streamlined customer service interactions, and improved supply chain efficiency, among other innovations.
Why is digital transformation important in retail?
Digital transformation equips retailers to respond dynamically to consumer behaviors and market shifts. It fosters agility, enhances customer engagement, and supports operational efficiencies, enabling retailers to remain competitive.
What trends are emerging in retail technology?
Emerging trends include AI-driven data analytics, omnichannel strategies that integrate physical and digital experiences, and innovative payment solutions designed to enhance security and transaction speed. Each of these advancements aims to elevate the customer experience while streamlining operations.
