In omnichannel retail, where customers move fluidly between digital and physical channels, aligning marketing and operations is no longer optional; it is essential. Yet, in many organizations, these functions still operate in isolation, leading to inconsistent experiences, inventory mismatches, and missed opportunities. Artificial intelligence is increasingly playing a key role in closing this gap. By enabling more dynamic and data-driven decision-making, AI helps retailers coordinate demand generation with supply execution in real time. This chapter examines how AI is reshaping the relationship between marketing and operations through applications such as personalized recommendations, dynamic pricing, inventory forecasting, and automated fulfillment. Drawing on cases from companies like Amazon, Zara, Walmart, and Nike, it shows how intelligent systems can support both agility and efficiency, enhancing customer value while improving cost control. A conceptual model is introduced to explain the mechanisms through which AI facilitates integration across functions. The chapter also proposes a set of shared performance indicators designed to align teams around common goals. Rather than focusing narrowly on technology, the discussion highlights the organizational and managerial shifts required to make AI work across silos. While most examples are drawn from large-scale retailers, the lessons apply more broadly to any firm seeking to deliver consistent, high-quality experiences in a complex, fast-moving environment. Ultimately, the chapter argues that AI is not just a tool for optimization; it is a driver of strategic alignment and a key enabler of customer-centric retail models.

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Bridging Marketing and Operations in Omnichannel Retail

  • David Lopez-Lopez,
  • Canan Gunes Corlu,
  • Luis F. Martinez,
  • Josep Maria Marco-Simó,
  • Jose Torres-Pruñonosa

摘要

In omnichannel retail, where customers move fluidly between digital and physical channels, aligning marketing and operations is no longer optional; it is essential. Yet, in many organizations, these functions still operate in isolation, leading to inconsistent experiences, inventory mismatches, and missed opportunities. Artificial intelligence is increasingly playing a key role in closing this gap. By enabling more dynamic and data-driven decision-making, AI helps retailers coordinate demand generation with supply execution in real time. This chapter examines how AI is reshaping the relationship between marketing and operations through applications such as personalized recommendations, dynamic pricing, inventory forecasting, and automated fulfillment. Drawing on cases from companies like Amazon, Zara, Walmart, and Nike, it shows how intelligent systems can support both agility and efficiency, enhancing customer value while improving cost control. A conceptual model is introduced to explain the mechanisms through which AI facilitates integration across functions. The chapter also proposes a set of shared performance indicators designed to align teams around common goals. Rather than focusing narrowly on technology, the discussion highlights the organizational and managerial shifts required to make AI work across silos. While most examples are drawn from large-scale retailers, the lessons apply more broadly to any firm seeking to deliver consistent, high-quality experiences in a complex, fast-moving environment. Ultimately, the chapter argues that AI is not just a tool for optimization; it is a driver of strategic alignment and a key enabler of customer-centric retail models.