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AI can make answers and automation easier to access, but it cannot take responsibility for a retailer’s decisions. In a TWICE interview published October 1, 2026, Next Generation Growth founder and CEO Nora Gomez argues that retailers need to develop “Human Intelligence”—the judgment, clarity, trust and adaptability that help people use AI to improve decisions and execution.
What does “Human Intelligence” mean in the age of AI?
Gomez defines it as “the leadership capability that enables organizations to turn artificial intelligence into better decisions, stronger execution, and meaningful business outcomes.” That is her leadership framework, presented in a qualitative interview—not an independently tested measure of business performance.
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Her point is not that human and artificial intelligence compete. AI can supply information and accelerate work; people still need to ask useful questions, judge the answers, decide what to do and own the consequences. As Gomez puts it, “AI doesn’t remove accountability. A leader still has to make the call.”
That distinction matters because giving a team access to an AI tool does not, by itself, make its decisions sounder. Gomez says AI can amplify the organization using it: a healthy culture may use it to learn and experiment, while a dysfunctional one may automate existing dysfunction. This is her framing, not a measured finding in the interview.
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How should retailers use AI without losing the human touch?
Gomez recommends starting with a business problem rather than a tool. Retail leaders should ask where decisions are slow or poor, and why, before deciding what to automate. The answer might call for better information, a clearer process or a change in how people make decisions—not necessarily more automation.
She also draws a practical distinction between routine friction and consequential customer decisions. A status check or routine reorder may be a good candidate for automation. A major-appliance or home-theater purchase may call for expertise and reassurance because the customer is making a significant decision.
| Retail moment | AI’s possible role | Human contribution to protect |
|---|---|---|
| Checking delivery status | Handle a routine request quickly and reduce friction. | Help with an unusual problem or a concern that needs judgment. |
| Repeating a routine order | Make a familiar task easier to complete. | Notice when the customer’s needs have changed or the request is no longer routine. |
| Choosing a major appliance or home-theater system | Help organize product information for the customer or associate. | Explain trade-offs, understand the customer’s situation and build confidence in a high-stakes purchase. |
The table applies Gomez’s examples; it is not a validated decision model or a guarantee that a particular deployment will work. The useful question is whether automation removes needless effort or takes people out of a moment where trust and expert judgment matter.
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“The goal shouldn’t be to preserve human interaction everywhere,” Gomez says. “It should be to use technology to eliminate friction so your people can be exceptional in the moments where being human creates real value.”
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Where can human expertise distinguish electronics and appliance retailers?
Gomez points to knowledgeable associates as a potential source of differentiation when products, prices and delivery are similar. In that situation, a customer choosing an appliance or home-theater setup may value someone who can explain options and help them feel confident about the purchase.
This is a strategic argument, not evidence that any one staffing model increases loyalty or sales. The interview provides no performance statistics. Its practical implication is narrower: retailers should consider whether automation gives associates better information and more time for useful help, rather than simply measuring how many interactions can be removed.
Will AI replace retail workers?
The interview does not quantify job displacement, predict staffing levels or establish which retail roles will shrink. It therefore cannot support a specific forecast about AI replacing store employees.
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1Scan for outdated or missing drivers - takes under a minute2Clear out junk files and repair common Windows errors3Fix the driver behind crashes, sound loss and screen glitchesGomez’s examples instead suggest distinguishing tasks from the value people provide. Routine requests may be automated, while customer situations involving expertise, reassurance or interpretation can still benefit from human involvement. Whether that changes a retailer’s staffing needs depends on its operations and choices; the interview does not resolve that question.
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What should retail employees learn as AI improves?
Gomez advises employees to learn AI tools while also strengthening skills that help them use those tools well and serve customers effectively:
- Judgment: Assess whether an AI-generated answer is sound and relevant before acting on it.
- Curiosity: Ask better questions and investigate what a customer actually needs.
- Adaptability: Adjust as tools and workflows change, instead of treating one process as permanent.
- Relationship-building: Earn trust through clear, attentive help.
- Customer understanding: Connect product information to the customer’s circumstances and priorities.
For leaders, the same idea applies to the organization: training should cover how to use tools and how to make decisions with them. Gomez summarizes her view this way: “AI shouldn’t just make work faster. It should make people better.”
What does NGGrowth offer?
NGGrowth describes a Human Intelligence Index covering six dimensions: Clarity, Alignment, Capacity, Culture, Execution and Future Fluency. It also describes a four-part Human Intelligence Method: Calibrate, Integrate, Elevate and Accelerate. The company lists executive advisory, leadership training, fractional executive leadership and keynote experiences. These are descriptions from the company, not independent evaluations of results. Details are available on the NGGrowth website.
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Outbyte PC Repair FREERepair Windows errors before they cause bigger problemsFix Now →Outbyte Driver Updater FREEScan for outdated or missing drivers - takes under a minuteDriver Scan →The interview itself appeared in TWICE on October 1, 2026, in an interview by Tony Monteleone.
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