How RetailGPT is shaping the future of retail

In an exclusive interview with IMAGES RetailME, Sadique Ahmed, CEO of Pathfinder discussed the power of technology, specifically artificial intelligence (AI) driven retail intelligence, to improve and personalise shopping experience for all.

For perspective, Pathfinder is setting a new industry benchmark in understanding consumer behaviour through its Generative AI (GenAI) platform, RetailGPT that’s built to bridge digital and physical retail. In this Q&A, Ahmed explained how RetailGPT came to fruition, what’s next and his broader vision for the future of retail.

Could you share the story behind the RetailGPT platform? RetailGPT is an idea that has been evolving for over a decade?

Back in 2009, Pathfinder began working on revenue assurance solutions, helping shopping centres and airports capture sales data. But we noticed that simply knowing sales numbers wasn’t enough – retailers needed to understand who their customers were. This resulted in the idea of a customer-centric data platform. Fast forward to today, RetailGPT is bridging that gap by using GenAI to provide a personalised shopping experience that makes retailers more responsive and interactive.

So, in a way, RetailGPT is designed to bring retailers closer to their customers?

Exactly. With RetailGPT, we’re not just looking at numbers on a spreadsheet; we’re diving into what drives each customer. Our platform leverages our 20+ years of experience in retail data to go beyond surface-level sales data and understand consumer behaviour. This allows retailers to learn a lot more about their customers than ever before; about 45% of their customer base, compared to the typical 10-15%. This deeper insight enables retailers to personalise their engagement, making interactions more meaningful and rewarding for the customer.

Could you tell us a bit more about how RetailGPT works to enable retailers?

RetailGPT functions as a highly personalised AI for both shoppers and retailers. For the consumer, it’s like having a personal shopping assistant who knows your preferences and can suggest products or services that fit your tastes. For retailers, it’s equally powerful. Each store or brand using RetailGPT gets a customised AI that helps manage customer interactions, suggests products based on past purchases and even handles tasks like order placements. We’ve gone even deeper tailoring the AI tool to different retail categories. In fashion, it helps guide style suggestions, while in restaurants, it can remember your favourite orders. Essentially, it’s a way to create multiple “micro-AIs” that enhance customer loyalty and streamline operations.

Personalisation on that level can be transformative. How did you identify the technology and methods necessary to build RetailGPT?

Pathfinder has been building towards this for years. From our first project with Mumbai Airport in 2008 to our broader work with shopping centres and brands, we’ve constantly been refining our solutions. When AI technology advanced to the point of being conversational and adaptive, we saw an opportunity. Today, GenAI enables us to create thousands of unique, personalised AIs that learn and adapt to each user, transforming every shopping experience.

How will RetailGPT redefine the shopping experience for customers and retailers?

RetailGPT creates a unique shopping experience by blending digital and physical retail. Imagine you’re in a mall; you could use RetailGPT to locate specific stores, receive exclusive discounts or even check your previous purchases. It’s like having a guide who knows your preferences and anticipates your needs. This approach enhances customer loyalty and enables retailers to provide a highly individualised shopping experience. For retailers, it’s transformative. They can view data-driven insights in real time, allowing them to make strategic decisions on inventory, promotions and customer engagement. RetailGPT provides a 360-degree view of each customer, enabling them to anticipate demand, customise offers and build stronger relationships.

Are there specific markets or milestones you’re aiming for?

We’re pre-launching in early 2025 across the UAE, Saudi Arabia, India and Sri Lanka. Our goal is to stabilise our presence in these regions, learn from each market’s unique customer dynamics and then launch globally. We recently secured a $325 million investment from Silver Rock Group, which will help us to scale up operations and refine the platform further. Additionally, we plan to list Pathfinder on NASDAQ this year, which will be another exciting milestone. We’ve set an ambitious target to onboard 3 million retailers in the Middle East alone by 2028. It’s part of our larger vision to bring RetailGPT to small retailers and transform how shopping centres, airports and retail stores interact with their customers.

Pathfinder has had a unique journey. What lessons did you take from your early years that shaped RetailGPT’s development?

Our experience working with large-scale retail clients taught us the importance of precision, data accuracy and innovative problem-solving. RetailGPT is the culmination of years of learning. We designed it not just to be a tool, but a comprehensive platform that helps retailers succeed in a highly competitive market.

Could you share your broader vision for the future of retail?

Our goal is to help traditional retailers stay competitive by equipping them with technology that was once out of reach. E-commerce giants have transformed customer expectations, but there’s something irreplaceable about the physical retail experience. RetailGPT will enable physical stores to offer a digital presence without sacrificing their unique, local appeal. By democratising AI for these stores, we aim to restore balance in the retail ecosystem, giving physical stores the digital tools they need to thrive. We also plan to expand into sectors such as wellness, healthcare, education and hospitality, allowing users to integrate various aspects of their lives onto one platform. Our vision is a future where every individual has a personal AI that understands their preferences and needs across all touchpoints – creating a cohesive, enjoyable lifestyle experience.