Walking through the National Retail Federation’s vast annual conference in New York, I was struck by just how much artificial intelligence has become the buzz of the industry. Nearly every booth promised to help you leverage AI to get closer to your customers, better engage your employees, optimize your vendor relationships, and, of course, improve your bottom line.
But one statistic caught my attention: a survey of IT professionals found that roughly 40% of companies are stuck in what’s been called “proof-of-concept purgatory.” That’s when businesses dip their toes into AI, running small tests or pilot projects, but never quite make the leap to full implementation. It’s like kicking the tires on a car without ever getting behind the wheel.
That’s not how we operate at 1-800-Flowers.com. From the very beginning, in 1976, we’ve prided ourselves on embracing big technological shifts—often before anyone else—and making them work to make our gifts more convenient for our customers. Sure, it’s not always smooth sailing. We’ve taken our share of bumps and bruises along the way. But every step forward has helped us grow and serve our customers better.
I had the honor of joining our CIO, Arnie Leap, and Microsoft Vice President of US Retail and Consumer Goods, Gina Claxton, on a panel at NRF to talk about our journey into this exciting new frontier of AI. The discussion was moderated by Ruth Harrison, global retail and consumer goods lead at Avanade, a key partner in helping companies like ours integrate these cutting-edge technologies.
On the panel, I shared the story of how my flower shop leveraged waves of technology to grow into what 1-800-Flowers.com is today—a nationwide company that helps millions of people build more and stronger relationships. Each chapter of our growth has been fueled by embracing new technologies: the introduction of toll-free numbers, the rise of e-commerce, the shift to mobile, and now, the opportunities AI brings. You can read more about our journey here.
As Ruth eloquently said while wrapping up our session, we’re stepping into a brave new world. And yes, it takes a bit of bravery to navigate this uncharted territory. But if history has taught us anything, it’s that being bold and forward-thinking is how you stay ahead—and more importantly, how you keep making a meaningful difference in the lives of customers.
