Vivek is an expert in digital operations leadership. After almost two decades in the industry, he’s now innovating on the frontlines of digital commerce, building solutions to accelerate meaningful progress. His unique vision and leadership were key to launching a pioneering new app. This app integrates grocery and general merchandise shopping so that all of it is on one platform. This app is now the retail industry’s e-commerce powerhouse, responsible for more than 60 percent of its Gross Merchandise Value (GMV). It drives 40 percent of marketplace ad impressions. Agrawal’s work is indeed paradigm-shifting. Perhaps more than anything, this represents the urgent call for all companies to meet the pace of disruptive and accelerated consumer expectations.
As digital commerce evolves, Agrawal highlights the challenges businesses face in managing millions of search queries daily. He argues that companies have lost the power of just being relevant. They need to be intent-based, personalized and real-time. This evolution of purpose is key to staying ahead in a crowded market.
The Art and Science of AI/ML Leadership
Vivek Agrawal describes his role as an AI and Machine Learning (ML) leader as “the art and science of being an AI/ML leader.” He’s convinced that the best leadership finds the sweet spot between experimentation and accountability, innovation and reliability, vision and execution.
“The art and science of being an AI/ML leader lies in balancing experimentation with accountability, innovation with reliability, and vision with execution.” – Vivek Agrawal
Agrawal’s team has operationalized AI at scale, demonstrating their commitment to not just applying technology but integrating it into their daily operations. This strategy helps them harness data to deliver exceptional user experiences and maximize operational efficiencies.
“We did not only apply AI; we have operationalized it at scale.” – Vivek Agrawal
Agrawal emphasizes the complexities involved in deploying AI. He cautions that AI hallucinations, which can be incredibly serious when they go unmanaged, must be effectively mitigated.
“AI hallucinations are real, and the cost of getting it wrong at scale can be high.” – Vivek Agrawal
Innovations in Digital Commerce
From Agrawal’s vantage point, the digital commerce landscape is undergoing a once-in-a-generation transformation. He stresses the need to listen to and follow what consumers want by developing domain-specific models through the use of a modular approach. This innovation will transform how consumers discover and engage with businesses. It humanizes experiences by taking account of personal preferences and behaviors.
Agrawal’s vision is consistent with trends that show there is a greater demand towards personalized, curated shopping experiences. He has a passion for helping brands know the customer journey through every device and moment in order to thrive in this new world.
“It’s not just about showing the right product; it’s about understanding the customer’s journey across devices, moments, and intent.” – Vivek Agrawal
Purchase guides and guided Q&A formats put the power of choosing in the hands of customers. This dense knowledge content supports the development of better, smarter AI systems. These strategies increase user engagement and offer crucial insights into consumer behavior.
“Buying guides, Q&A formats, and knowledge-rich content not only help customers but also train smarter AI.” – Vivek Agrawal
The Future of Digital Operations
Now as a proven changemaker and leader in the digital commerce industry, Agrawal is blazing a trail toward making that change a reality. His deep-rooted experience makes him uniquely qualified to help today’s businesses tackle challenges in the digital-first marketplace.
Agrawal is optimistic that going forward, innovation will be more hands-on and pragmatic. This new wave of innovation will be squarely focused on what consumers want. Of course, businesses are motivated to use the data to improve their services and products. His knowledge will be invaluable as we begin to develop national standards for the industry.
