The Voice of Retail Retail's Future Unlocked: AI, Fast Delivery & the New Consumer Mindset with Lindsey Mazza, Capgemini's Global Retail Lead
In this episode I welcome Lindsey Mazza Capgemini's Global Retail Lead, to explore the latest findings from their annual What Matters to Today's Consumer report. The conversation uncovers significant shifts in consumer behaviour, AI-driven retail strategies, and the future of fast delivery.
Mazza outlines how 2025 marks a turning point where science fiction meets retail reality. Consumer expectations are rapidly changing, with a notable surge in demand for ultra-fast delivery. According to the study, 70% of consumers now prefer 10-minute delivery, a dramatic rise from previous years. However, Mazza warns that while demand is high, willingness to pay for such convenience remains a challenge for retailers.
Another key insight is the transformation of consumer segmentation. Traditional demographic-based segmentation is becoming outdated, replaced by machine-learning-driven clusters focusing on shopping behaviour. Capgemini's research identifies five distinct consumer groups based on purchasing habits rather than age or income, highlighting the importance of behaviour-driven marketing strategies.
The discussion also delves into AI's evolving role in retail. Mazza explains how AI is revolutionizing both front-end consumer experiences and back-end operations. From personalized shopping recommendations to AI-powered logistics, generative AI enables retailers to refine supply chains, automate decision-making, and enhance the shopping journey. Notably, retail media networks use AI to optimize ad placement, influencing consumer purchases more effectively than traditional search engines.
Retailers must also navigate the rise of social commerce, with 70% of consumers now shopping through social platforms and seeking influencer recommendations. This trend underscores the shift towards a more interactive, digital-first retail landscape.
When asked where retailers should invest their last dollar, Mazza prioritizes three areas:
- Retail Media – The next wave of influencer marketing.
- Supply Chain Innovation – Fast, efficient logistics as a key consumer differentiator.
- Sustainability Initiatives – Particularly in food waste reduction, which offers financial and environmental benefits.
With AI reshaping the retail landscape, Mazza emphasizes that success lies not in chasing AI use cases but in adopting value-driven technologies that enhance business performance and consumer engagement.
For more insights, visit Capgemini's Research Institute or connect with Lindsay Mazza on LinkedIn.
#RetailTrends #AIinRetail #FastDelivery #RetailMedia #ConsumerBehavior #RetailInnovation #VoiceofRetail
Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career.
Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.
Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.
Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.
Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.