Innovation Trends at NRF 2023 Highlight How Digital Dependency Must Drive Digital Differentiation

Executive Snapshot

• Figure: Executive Snapshot: Innovation Trends at NRF 2023 Highlight How Digital Dependency Must Drive Digital Differentiation

Situation Overview

• Trend 1: Unified Commerce Focuses on Cross-Channel and Convenient Guest Service

• Trend 2: Augmenting Self-Service with AI and Autonomous Solutions

• Figure: AI Applications Currently Deployed for Customer Service and Support: Hospitality and Travel

• Trend 3: Immersive Environments Extend to IRL (In Real Life)

• Trend 4: Sustainability Takes Center Stage

• Trend 5: Workforce Efficiency and Engagement

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