The AI wave is transforming retail, reshaping how businesses operate, engage customers, and drive growth. At the Singtel AI Talk, powered by Singtel and Whale, industry leaders came together to share their perspectives on the future of retail in an AI-driven world.

The Rise of Intelligent Stores

Estee Ong, Director of Channel Development at Singtel, highlighted that the stores of the future will be increasingly intelligent–capable of anticipating customer needs and delivering highly personalized experiences. In this new environment, frontline staff will be empowered to focus on meaningful human interactions, strengthening customer relationships and building lasting brand loyalty.

Redefining Success in Retail

Kev Lim, Director at Temasek, emphasized the need to rethink how success is measured. Rather than focusing solely on short-term ROI, businesses should prioritize tangible improvements in customer experience, reduced friction, and sustainable growth. Ultimately, placing customer outcomes at the center is key to unlocking the full potential of AI in retail.

From Transactions to Experiences

Prof. Gemma Calvert, Deputy Director of the Nanyang Centre for Marketing and Technology at Nanyang Business School, NTU, shared a forward-looking perspective: in the future, AI agents may act as “consumers” themselves. At the same time, technologies such as VR, AR, and omnichannel integration are transforming retail spaces into immersive experience hubs–delivering personalized, meaningful journeys that foster identity, emotional connection, and long-term loyalty.

The Mindset Shift Behind AI Transformation

Jerry Ye, Founder & CEO of Whale, pointed out that AI-powered stores will fundamentally redefine retail experiences. However, the biggest barrier to transformation is not technology–it is mindset. The true value of AI lies in how effectively it is applied to real business scenarios.

1. AI-First is a mindset shift. 

AI transforms complex information into structured content and significantly boosts productivity. The key is adopting an AI-First mindset and seeing AI as a trusted partner rather than a threat. Organizations that embrace AI-Native ways of working will gain a competitive edge.

2. To know AI, understand its fundamentals.

AI is built on mathematics and algorithms. Using it at the application level is one thing. Understanding its underlying theory and core algorithms is another.

3. AI evolves as you collaborate. 

AI is not perfect. It is a copilot, not a replacement. When treated as a tool and refined through continuous use, feedback, and optimization, it evolves into an efficient and reliable assistant.

Turning Insight into Impact with Whale AI

Whale brings these insights to life through AI solutions that seamlessly integrate online marketing with offline operations, optimizing the entire retail value chain to drive growth and elevate customer experiences. Key capabilities include:

1. Connecting online and offline channels to precisely drive store traffic

2. Making the in-store customer journey visible and actionable

3. Optimizing merchandising through heatmaps and path analytics

4. Automating store audits with AI to ensure operational excellence

5. Empowering sales associates by scaling best practices through AI-driven insights

Proven Results in Retail Execution

A leading beauty retailer has successfully leveraged Whale’s solutions–including SpaceSight, Echo, and Harbor–to enhance execution across store audits, beauty advisor training, and content compliance. The results include:

1. 80% reduction in store audit costs

2. 95% reduction in content audit costs

3. Significant improvement in sales training performance