Dr. Robert Zores, CDIO (Chief Digital & Information Officer) of REWE digital, about the supermarket of the future, technological challenges and the importance of exchange formats such as RETAIL NXT.
RETAIL NXT will take place again in Frankfurt at the end of September. REWE digital has been involved since the very beginning and played a key role in founding the conference for retail technology: How did this format come about?
Dr. Robert Zores: Many retailers – including ourselves – faced the same questions: Which technologies are future-proof? What can we achieve with them, also in the interest of our customers? And above all: What skills do we as retailers need to actively shape technological change?
This need gave rise to the idea of creating a space for professional exchange – as a guide in an increasingly complex technological environment. And so RETAIL NXT was born. REWE digital has supported the format from the very beginning and, in a sense, provided "midwifery care".
Three years later – how has RETAIL NXT developed?
Dr. Robert Zores: To continue the analogy: You never know how a "baby" will develop – but RETAIL NXT has exceeded our expectations: Today, it's an established platform for exchange, new ideas, and collaborative learning. Here, we cultivate valuable contacts and discuss a wide range of topics – from master data management to process optimization and point-of-sale systems. It has become a true professional forum.
Open dialogue with the industry helps us at the REWE Group to better understand technological developments and to manage investments more effectively. The increasing number of participants and the growing interest from relevant market players demonstrate that the need is there – and we had a good instinct.
What impetus do you hope to gain from this year's edition? What does the industry need, and what are the current key concerns for REWE digital?
Dr. Robert Zores: Quite clearly: Artificial intelligence. We are currently actively searching for practical AI agents. Many solutions are in the starting blocks, but we want to know: What really works? What experiences are others having? The industry is in experimental mode – and that's a good thing. But we need to understand what is sustainable in the long term. At REWE digital, we are already developing intensively in many areas – but as with many others, there is still room for improvement.
What are the biggest hurdles?
Dr. Robert Zores: It all starts with mental barriers. I perceive a certain amount of apprehension, particularly in Germany. Often justified, for example regarding issues like data protection and IT security. But caution must not become a brake on innovation. We must not allow progress to be blocked by fear of risks.
Technologically, we also face major challenges: immature standards, unstable transmission protocols, and rapid changes in providers and technologies. This makes reliable decisions difficult – also for us as a company. This uncertainty is part of the innovation process. The crucial thing is that it doesn't paralyze us.
What is needed to overcome these hurdles?
Dr. Robert Zores: Significantly more courage. I often say: Less talk, more action. Technology is becoming increasingly crucial for retail. We want to offer our customers the best possible shopping experience – for that, we need to shape it, not just manage it. That's why we are deliberately pursuing parallel developments – even if it means going down several paths simultaneously.
What do you think is particularly important in this regard?
Dr. Robert Zores: It's all about timing. The crucial question is: When is the right time to invest in specific technological solutions – and what can we learn from it?
It's like medication: it never works without side effects. "Nothing comes for free." It's important to understand the consequences of introducing new technologies – especially current AI trends. This ranges from technical challenges to ethical implications. That's why it's crucial to address these issues early on.
So, at its core, it's about bold innovation with careful consideration?
Dr. Robert Zores: Exactly. It's always about finding the right balance. It's a bit like going to the doctor: taking your pulse is the minimum. And anything beyond that—as long as it's minimally invasive—should be done. If it requires more extensive procedures, then do it carefully and with experience. At the same time, acting early pays off. We see ourselves as a progressive market participant and early adopter.
Looking ahead to 2030 – what will the supermarket of the future look like? And what role will REWE digital play in it?
Dr. Robert Zores: The supermarket of the future is highly automated, sustainable and hyper-personalized: it will be much more focused on the needs of customers.
Getting in, navigating the store, checking out – all of this will become significantly easier and more intuitive. REWE digital and the REWE Group will play a central role in this: We want to know what customers need before they even say so. And we want to design the shopping process to be as convenient as possible and safe for everyone – without fraud, without friction.