Ron Johnson, the former Apple retail chief, has long doubted the role of AI in replacing physical stores. He joined Apple in 2000 to build its retail business as online shopping was beginning to take off, and went on to help create a store network that became central to how Apple sells its products and connects with customers.
Johnson’s view comes as some of the world’s biggest tech companies are trying to push AI deeper into shopping, betting that agents can automate more of how we find and buy items — a concept commonly called agentic commerce.
Google is making that push with its Universal Commerce Protocol, a standard designed to help AI agents take consumers from product discovery to checkout.
OpenAI, meanwhile, is turning ChatGPT into a shopping destination where users can research, compare, and, in some cases, even buy products without leaving the chatbot.
Asked whether he could imagine someone letting an agent choose and buy a $1,000 or $2,000 laptop without ever visiting a website or store, Johnson was unequivocal: “Honestly, nobody’s going to do that.” Buying a laptop, he argued, is too personal a purchase to simply delegate to an AI agent.
Buyers want to feel its weight, see the display and decide which size works for them.
“AI will never be able to have you physically experience a product,” Johnson said.
Instead, he expects agents to better inform consumers before they walk into a store. “They’ll just become more informed shoppers when they come to the store.” Johnson’s conviction stems from a decision Apple made more than two decades ago.
Apple’s physical stores, he said, were designed not only as places to buy Macs, but also as places where people could try products, learn how to use them, and return for help when something went wrong.
Some of those bets are revisited in Shop Different: How Retail Revealed Apple’s Genius, Johnson’s new book about building Apple’s retail operations alongside Steve Jobs.
Competitors, he said, borrowed Apple’s glass-heavy design, open layouts, and even versions of the Genius Bar, but often missed the people. “The secret sauce for Apple has always been its people, the people in the store, and how they treat the customer,” Johnson said.
Source: techcrunch
