In 2016, 7-Eleven initiated a digital transformation aimed at redefining convenience, starting with building a product discipline and reducing reliance on third parties. Two years later, the retailer scaled product thinking across more than 13,000 North American locations, emphasizing ongoing improvement and collaboration between design and engineering. Scott Albert, a veteran in operations, highlights that success doesn’t hinge on organizational charts but rather on cross-functional trust and buy-in.
The focus on store associates as customers led to innovative solutions, including mobile training resources derived from observing employee behaviors. The implementation of AI-assisted ordering significantly reduced manual work, freeing associates to engage more with customers and generating substantial cost savings. The back office, utilizing the 7-BOSS platform, has also been transformed, enhancing inventory management through AI-driven recommendations, substantially improving the operational efficiency of the stores.
👉 Pročitaj original: CIO Magazine
