Target, the retail giant is leveraging cutting-edge artificial intelligence solutions to revolutionize customer and employee experience across its stores in the US. Perhaps less known is the crucial role played by Target’s India-based Global Capability Centre in driving this digital transformation strategy.
As Target’s SVP of Technology Brad Thompson revealed, the retail brand is currently testing over 20 generative AI use cases focusing on personalized experiences at scale. This includes deploying chatbots like ‘Store Companion’ which helps store associates solve customer queries in their preferred language instantly.
What’s interesting is Target’s Bengaluru centre, set up in 2004 as one of India’s earliest Global Capability Centres, houses over 4,500 employees. A vast 1,700-strong tech team comprising engineers, analysts and data scientists work closely with US counterparts to power these AI initiatives.
According to SVP Andrea Zimmerman, Target sees its India office as an “extended headquarters” leveraging local talent. While retaining ownership of its AI models, Target partners with leading AI companies like OpenAI and Google to develop state-of-the-art generative models with over 93% accuracy for applications.
With AI promising unprecedented opportunities, Target’s strategic investment in an India-based talent hub highlights how global capabilities are crucial to remaining competitive in a digitally disrupted retail landscape. It will be fascinating to see the newer experiences this collaboration births going forward.
