How is technological development changing retail?

Clienteling is a fundamental part of retail that’s constantly changing as technology advances. Looking ahead, the future of clienteling will be shaped by the “phygital” revolution, deeper integration of Artificial Intelligence (AI), and new strategies to engage with younger generations like Gen Z and Gen Alpha. 

These changes are all about blending physical and digital experiences, using data to personalize interactions, and focusing on creating genuine connections with customers. The goal is to make shopping more personal and meaningful, whether a customer is in a store or on their phone.

This blog focuses on the future of clienteling as a practice, but to learn more about the fundamentals of clienteling, check out our Beginner’s guide to clienteling in 2025.

Phygital revolution

What does “phygital” mean for my shopping experience?

The “phygital” revolution is all about combining the best parts of physical shopping with the convenience of digital tools. In the future, we can expect the line between physical and digital experiences to get even blurrier. 

For example, when a customer walks into a store, they might see interactive displays that give more information about products or use virtual try-on apps to see how clothes look without having to go into a fitting room. This blending of physical and digital elements creates a more engaging experience, making it easier to find what they want and learn more about it.

What are some examples of “phygital” innovations?

We can expect to see cool new technologies that make shopping more interactive. Imagine smart carts that track what a customer is putting in their basket or RFID chips on products that they can scan to get instant information on their phone. These innovations are designed to make the shopping trip more efficient and personalized by connecting physical actions in the store with digital information.

AI’s deeper infiltration

How will AI make my shopping experience more personal?

AI is going to become an even bigger part of how retailers use clienteling. By analyzing huge amounts of data, AI will be able to predict what customers like and help you give them a truly personalized experience every time you interact with them, whether online or in-store. This is called “hyper-personalization at scale,” and it means they’ll get product recommendations, messages, and offers that feel like they were made just for them. 

For instance, AI can use a customer’s past purchase history and important dates (like birthdays) to automatically draft a perfect message, which your sales associate can then review, edit, and send. This makes communication much faster and more authentic.

What are some specific ways AI will enhance clienteling?

AI will help retailers in several key ways:

• Instant customer summaries: AI can create quick summaries of a customer’s profile, including their past purchases, preferences, and important dates. This gives sales associates an at-a-glance view of their customer, allowing them to personalize communications and recommendations quickly.
• Predicting preferences: AI models will get better at forecasting which customers have high long-term value, helping retailers focus their clienteling efforts on the people who are most likely to become loyal customers.
• Smarter communication: AI can help suggest the best time, channel (like text or email), and message to reach out to customers, making sure the communication is timely and relevant. Retail associates will still be in charge, but AI will give them the tools to make their outreach more effective.
• Better product availability: AI will help with advanced demand forecasting, making sure the right products are in stock at the right time, which directly supports personalized recommendations.
• Improved service: AI will even help sales associates by analyzing their customer interactions and providing personalized coaching to improve their skills and make them more effective at building relationships.

To see these capabilities in action, check out this short demo of Tulip AI.

Adapting to new generations (Gen Z & Gen Alpha)

What do younger generations like Gen Z and Gen Alpha want from clienteling?

The clienteling approach must change to meet the preferences of Gen Z and Gen Alpha, who grew up with technology and value authenticity. These generations prefer to engage through mobile shopping, social media, and messaging apps. They also want to build genuine relationships with brands and people, not just be a target for traditional advertising.

What’s most important to Gen Z and Gen Alpha?

For these generations, it’s about experiences over transactions. They want personalized experiences that offer value beyond just buying something. They are looking for authenticity and transparency from the brands they support. This means retailers will need to focus on creating memorable experiences and building trust, rather than just pushing for a sale.

Bringing it all together

As we look to the future, clienteling will continue to evolve, moving beyond simple sales tactics to become a truly personalized and relationship-focused experience. 

The rise of phygital retail, the increasing power of AI, and the preferences of Gen Z and Gen Alpha are all shaping a new era of retail where every interaction is an opportunity to build a lasting connection. 

By embracing these changes, retailers can create a more engaging, authentic, and rewarding experience for everyone.

Learn more

To learn more about how clienteling as a business practice, checkout this Beginner’s guide to clienteling in 2025.

If you’re ready to see how clienteling can transform your business, book a demo with our team today to see Tulip Clienteling in action.