Retail’s biggest blind spot: The anonymous customer

Retailers are entering a new era of discovery. As AI-powered search reshapes how consumers find products, retailers are realizing they have a significant blind spot: anonymous customers. For years, the retail industry has optimized around known customers. Loyalty programs, CRM systems, personalized emails and app experiences are all built on the assumption that the most valuable shoppers are the ones who log in, return regularly and leave a trail of behavioral data behind them.