Omni Talk Retail Podcast Summary

Episode: How AI Will Change Order Management Forever With Infios SVP Omar Akilah | 5IM
Release Date: May 7, 2025
Host: Chris Walton and Anne Mezzenga
Guest: Omar Akilah, SVP of Product at Infios

Introduction

In this episode of Omni Talk Retail, hosts Chris Walton and Anne Mezzenga engage in an insightful discussion with Omar Akilah, the Senior Vice President of Product at Infios and a former colleague of both hosts at Target. The conversation centers around the transformative role of Artificial Intelligence (AI) in revolutionizing order management systems (OMS) within the retail industry.

Modular Order Management Systems

Timestamp [00:00 - 02:49]

Omar Akilah introduces the concept of modular order management systems, emphasizing their flexibility and strategic advantage over traditional, monolithic systems. He explains that retailers today face a dynamic environment where adaptability and scalability are crucial.

Key Points:

• Unlocking Strategies and Capabilities: Traditional systems like OMS, Transport Management Systems (TMS), and Warehouse Management Systems (WMS) often bundle multiple functions, which can be restrictive and outdated in today’s fast-paced retail landscape.

• Modular Approach: Instead of installing comprehensive systems, a modular approach allows retailers to add specific functionalities as needed. This enables businesses to grow and adapt without the overhead of managing multiple point solutions.

• Customer-Centric Growth: Infios focuses on providing modules that cater to the current needs of retailers while allowing seamless addition of new capabilities as the business evolves.

Notable Quote:

"We see that it's really about the functions and the capabilities, not about the systems that you're trying to unlock at whatever phase or stage you are in the business." – Omar Akilah [02:30]

The Role of AI in Order Management

Timestamp [02:49 - 04:13]

Transitioning into the core topic, Omar delves into how AI and machine learning are fundamentally altering order management. He highlights AI’s role in optimizing outcomes for both retailers and customers by leveraging data-driven insights.

Key Points:

• AI as the Backbone: AI systems enhance various aspects of order management, from assisting customers in completing orders to optimizing inventory and fulfillment decisions.

• Predictive Capabilities: Predictive AI helps in anticipating inventory needs, selecting the optimal fulfillment channels, and detecting anomalies within the supply chain in real-time.

• Purposeful Implementation: Omar stresses the importance of deploying AI with clear, purposeful use cases rather than following trends or buzzwords.

Notable Quote:

"AI is the backbone and the foundation of order management... it needs to be purposeful and guided by real use cases, not the buzz and the terms that you're hearing today." – Omar Akilah [02:58]

Concrete Examples of AI Impact

Timestamp [04:33 - 08:13]

Chris Walton seeks practical examples of AI in action, prompting Omar to illustrate how AI-driven OMS can make tangible business decisions more efficient and effective.

Key Points:

• Inventory Management: AI optimizes inventory segmentation and protection, ensuring accurate availability for pickup orders while balancing the need to expose sufficient inventory to maximize sales.

• Fulfillment Optimization: AI assesses various fulfillment scenarios, such as choosing between shipping from a store versus splitting orders, to minimize costs and enhance customer satisfaction.

• Reduction of Manual Processes: By automating complex decision-making that would otherwise require extensive manual rule-setting (e.g., in spreadsheets), AI streamlines operations and reduces the potential for human error.

• Customer Service Enhancement: AI augments customer service agents by handling basic inquiries, allowing human agents to focus on more complex and strategic issues.

Notable Quotes:

"Imagine how many what-if rules you'd have to set up." – Omar Akilah [06:00]

"They need to help me make the right decision... ultimately it should make things easier as opposed to more complex." – Omar Akilah [06:25]

Future of AI and Modular Systems in Order Management

Timestamp [06:25 - 08:13]

Looking ahead, Omar shares his vision for the future integration of AI and modular systems in OMS, emphasizing their complementary roles in enhancing business operations.

Key Points:

• AI as a Companion: Rather than replacing human roles, AI serves as an aid that enhances decision-making and operational efficiency.

• Rapid Onboarding and Optimization: Modular AI-driven systems facilitate quick adoption of new solutions and continuously optimize costs from implementation through ongoing management.

• Data Rationalization: AI helps in managing and interpreting vast amounts of data, enabling retailers to make informed decisions that benefit both the business and the customer experience.

Notable Quotes:

"In a world where things are changing by the minute... we're looking to AI... to influence customers as well as business decisions to the optimal outcomes." – Omar Akilah [06:30]

"Instead of managing the spreadsheet and all the complicated what-if scenarios... let's use AI and let them manage this more efficiently." – Omar Akilah [07:35]

Conclusion

The episode concludes with Omar reiterating the critical role of AI in modernizing order management systems. By adopting a modular approach and leveraging AI’s predictive and optimization capabilities, retailers can achieve greater flexibility, efficiency, and customer satisfaction. Chris and Anne thank Omar for his valuable insights, highlighting the significance of his contributions to the evolving landscape of retail technology.

Key Takeaways:

• Modular OMS: Offers flexibility and scalability, allowing retailers to adapt to changing business needs without the complexities of managing multiple systems.

• AI Integration: Enhances order management through predictive analytics, real-time optimization, and automated decision-making, leading to improved operational efficiency and customer experiences.

• Future Outlook: AI and modular systems will continue to complement each other, driving innovation and enabling retailers to navigate the complexities of the modern retail environment effectively.

Notable Speakers:

• Chris Walton: Host of Omni Talk Retail
• Anne Mezzenga: Host of Omni Talk Retail
• Omar Akilah: SVP of Product at Infios

This episode of Omni Talk Retail provides a comprehensive exploration of how AI is set to revolutionize order management in the retail sector, offering practical examples and forward-looking perspectives that are invaluable for retailers aiming to stay ahead in a competitive market.