As AI agents increasingly mediate the relationship between brands and their customers, retailers are being forced to rethink where they sit in the commerce journey. The question is no longer just about building great digital experiences on owned platforms – it’s about maintaining relevance and control as transactions begin to happen inside LLMs and third-party AI tools.
In this interview filmed at FutureWeek Forum, Mohsen Ghasempour, Chief AI Officer at Kingfisher, explores how one of Europe’s largest home improvement retailers is navigating this shift – balancing investment in proprietary AI agents with external partnerships, scaling agentic workflows across the business, and grappling with the critical question of when to keep humans in the loop.
