Who Owns the Customer? Rethinking Retail Power Across Brands, Malls, Platforms and AI

Описание: Retail ownership is no longer a simple question of channel control. As shoppers discover products on social platforms, validate choices in malls, and transact with brands, the customer journey has become deeply interconnected. This discussion reframes ownership as influence rather than possession, highlighting how platforms enable discovery, malls shape physical experiences, and brands fulfill the final promise. The panel emphasizes that customer data, loyalty, and decision-making are increasingly fluid, driven by behavior, context, and algorithmic intelligence. While brands retain accountability for trust and long-term relationships, success now depends on collaboration across the ecosystem. Data emerges as a shared opportunity rather than a battleground, with privacy-safe partnerships offering richer insights into consumer behavior. The conversation also challenges traditional thinking on loyalty, suggesting that abundance of choice makes retention harder, not weaker. Ultimately, AI is positioned as the connective force reshaping engagement, relevance, and personalization. The future belongs not to a single owner, but to those who combine technology, experience, and brand meaning to stay continuously relevant in the customer’s mind.