Key Takeaways from NRF 2025

January 17, 2025

by Kristin Brennan

Nrf 2025 Takeaways Blog Thumbnail

This year’s National Retail Federation (NRF) 2025 conference theme was “Game Changer,” which is particularly relevant given the sweeping changes in the retail industry. The theme underscored the transformative role of artificial intelligence (AI) in retail. A central theme was “Agentic AI,” highlighting AI systems capable of autonomous decision-making that are set to revolutionize retail operations.

Agentic AI: The Conference Highlight

Agentic AI” emerged as the conference’s buzzword, emphasizing AI’s potential to act independently, enhancing efficiency, frontline operations, and customer engagement. This concept signifies a shift towards AI systems that not only assist but also make informed decisions, streamlining processes while always allowing for human control and elevating both frontline and customer experiences.

Enhancing Customer Experiences

Sweetgreen, a standout at NRF 2025, exemplifies how a digital-forward company can leverage technology to enhance the customer experience. Their investment in AI and automation is not about replacing human interaction but rather enabling team members to focus more on engaging with customers. By utilizing digital tools to streamline operations, Sweetgreen ensures that employees have more time to provide high-quality service and build meaningful connections with guests.

Sephora’s Balanced Approach to AI

Sephora, a key player at NRF 2025, emphasized the ability to leverage AI without allowing it to take over completely. For Sephora, AI is an enabler rather than a replacement, with key success metrics focused on sales, profits, and market share. By strategically implementing AI, Sephora optimizes operational efficiency while preserving the human touch essential to its brand identity.

The Role of AI in Workforce Management

Legion AI aligns perfectly with the industry’s shift toward AI-driven efficiency while maintaining human-centered customer engagement. Lori Kovach, Senior Director of HR Technology at Five Below, discussed how AI can enable smarter scheduling, staffing, and enhanced compliance:

“You want to make sure you are eliminating scheduling issues, and reducing legal risk while building trust with managers and the frontline.”

Deepak Chandak, Senior Director of Product Management at Tapestry, highlighted how AI helps put the right team in front of the right customers at the right time, leading to higher conversion rates and a better store experience. Legion AI plays a crucial role in ensuring that workforce management solutions support—not replace—human touchpoints. By intelligently automating repetitive workforce management (WFM) tasks—such as scheduling, demand forecasting, and compliance tracking—Legion AI empowers managers to focus on higher-value activities.

Automation is getting better, but the human element will always have its place, noted Chandra, emphasizing that AI should be seen as assisting store managers and frontline teams rather than replacing them. Robyn Martin, Senior Director of Store Operations at Mattress Firm, reinforced this sentiment:

“We want our team in front of guests, not playing Tetris with where a human should go.”

With routine scheduling tasks handled by AI, managers are freed to upskill their teams, foster employee engagement, and interact with customers, ultimately driving sales and strengthening brand loyalty.

Legion AI: Leading the AI Transformation in Retail

At Legion Technologies, our mission is to revolutionize workforce management by providing businesses with a platform that maximizes labor efficiency and employee engagement simultaneously. Our AI-powered workforce management platform integrates cutting-edge AI technologies, enabling intelligent automation across workforce management. This includes accurate forecasting, optimized scheduling, advanced insights, and conversational assistants. By leveraging AI, we help retailers balance operational efficiency with delivering engaging customer experiences, addressing the challenges highlighted at NRF 2025.

Conclusion

NRF 2025 highlighted AI’s pivotal role in shaping the future of retail. As the industry evolves, embracing “Game Changer” technologies like Agentic AI and focusing on data quality will be crucial for retailers aiming to meet high customer expectations and maintain a competitive edge. Sephora’s balanced approach to AI showcases how automation and human engagement can coexist effectively. Legion AI is committed to leading this transformation, providing solutions that empower retailers to thrive in this dynamic landscape.

Contact us to see how Legion AI can help you optimize labor efficiency and employee engagement simultaneously.