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Retailers face "intent gap" in understanding customers, AI offers solution

By PulseAugur Editorial · [1 sources] ·

Retailers struggle to truly understand customer intent despite investing in unified customer views, according to Rohit Kedia, CEO of Xoriant. He identifies an "intent gap" where current systems track past actions but fail to predict future behavior. While data is abundant, connecting signals across touchpoints to infer motivation remains a challenge. Kedia suggests that agentic AI, by analyzing context and continuous reasoning, can bridge this gap, moving beyond simple predictive models to actionable insights for improved customer retention and experiences. AI

IMPACT Agentic AI may enable retailers to move beyond tracking past behavior to predicting future customer intent, potentially improving retention and experiences.

RANK_REASON The item is an opinion piece by a CEO discussing a conceptual gap in retail customer intelligence and proposing AI as a solution, rather than reporting on a specific event.

Read on Forbes — Innovation →

AI-generated summary · Google Gemini · from 1 sources. How we write summaries →

Retailers face "intent gap" in understanding customers, AI offers solution

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Signal score
2 / 100
Composite score across the factors below. Higher = stronger signal that this story matters right now.
Newsworthiness bucket
Commentary
The item is an opinion piece by a CEO discussing a conceptual gap in retail customer intelligence and proposing AI as a solution, rather than reporting on a specific event.
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Only one publisher covered this so far. Single-source stories can still rank when the publisher is high-authority, but they lack cross-source corroboration.
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product, other
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Standard
On-topic for AI-industry coverage; kept in the public index.
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Breaking (< 6h)
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Full methodology in our editorial standards.

COVERAGE [1]

  1. Forbes — Innovation TIER_1 English(EN) · Rohit Kedia, Forbes Councils Member ·

    The Intent Gap: Why Retail’s Unified Customer View Was Never Really Unified

    Knowing what a customer has done isn't the same as understanding what they're likely to do next.

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