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Sainsbury’s and Microsoft Forge Five-Year Strategic Partnership to Elevate Customer Experience with AI

2024/05/20 12:27 pm | Reading Time: 02:00

Sainsbury’s and Microsoft have announced a five-year strategic partnership to advance the retailer’s Next Level Sainsbury strategy. By utilising Microsoft’s cutting-edge AI and machine learning technologies in conjunction with Sainsbury’s vast datasets, this collaboration seeks to improve store operations, increase employee efficiency, and deliver exceptional customer service, ultimately resulting in stronger returns for shareholders through Sainsbury’s Save and Invest to Win program.

According to both companies, this partnership will empower Sainsbury’s store colleagues with AI tools, making shopping more engaging and convenient for millions of customers across the UK, both online and in-store. The initiative will be supported by upskilling programs for Sainsbury’s employees, equipping them with the skills needed to thrive in the new AI-driven economy.

The collaboration will focus on three core areas: improving customer experiences, empowering store colleagues, and utilising data to drive Sainsbury’s business operations, all built on a smart cloud foundation. This strategic alliance aims to give Sainsbury’s store employees more time to focus on customer needs, with AI-guided support to handle customer and colleague queries swiftly and effectively, thereby improving efficiency and service quality.

Clodagh Moriarty, Chief Retail and Technology Officer at Sainsbury’s stated, “Our collaboration with Microsoft will accelerate our ambition to become the UK’s leading AI-enabled grocer. It’s one of the key ways we’re investing in transforming our capabilities over the next three years, enabling us to take another big leap forward in efficiency and productivity, while continuing to provide leading customer service and deliver returns for our shareholders.”

Clare Barclay, CEO of Microsoft UK, added, “Today, Sainsbury’s has laid out a bold vision that puts AI at the heart of its business, accelerating the development of new services that will enhance and transform the customer and colleague experience. We are delighted to be working with Sainsbury’s to power the next generation of retail.”

In addition to this partnership, Microsoft has recently joined forces with Currys and Accenture to deliver core cloud technology infrastructure, helping retailers leverage the latest AI technologies to enhance operations and elevate the shopping and employee experience.

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