Majid Al Futtaim, a leading lifestyle conglomerate, anticipates that its use of artificial intelligence (AI) agents will soon equal the size of its office-based workforce, according to CEO Ahmed Galal Ismail. Speaking at the Sharjah Investment Forum, Ismail highlighted that the company already employs AI agents alongside human staff, with these agents now involved in approximately 9 percent of customer transactions. These interactions range from personalized product recommendations to influencing purchase decisions.

During a session titled “The Consumer of 2035,” moderated by Rania Saadi of Pulse95 Radio, Ismail emphasized the evolving dynamic between human employees and AI, noting the necessity of new management approaches that combine analytics, empathy, insight, and intuition. He described this emerging capability as “integrative intelligence,” which merges human judgment with agentic AI to optimize resource allocation.

Ismail also outlined the importance of protecting what he termed a company's intellectual capital, which includes data assets, algorithms, and AI agents. He stressed that safeguarding these elements requires the same level of diligence traditionally applied to financial and human capital.

Reflecting on the company’s business model, Ismail revealed that approximately 25 percent of Majid Al Futtaim’s operations now occur online. He pointed to a growing consumer demand for home delivery services, particularly in groceries and entertainment, alongside a continued desire for unique experiences at physical shopping destinations. “We are in the business of experiences, whether we deliver that experience at home or curate it in a shopping destination,” he said.

Ismail also highlighted the rapid expansion of digital advertising as one of the company’s fastest-growing revenue drivers. Majid Al Futtaim’s AI-enabled Precision Media division leverages applications and loyalty platforms to insert targeted advertisements at optimal moments during the customer journey. This approach extends the company’s influence across both physical and digital retail environments.

Linking these developments to consumer trust, Ismail noted that AI enhances transparency in pricing and product information, strengthening customer relationships. He suggested that brands perceived as more trustworthy will continue to capture a larger share of consumer loyalty and spending. “Customers will continue to give a bigger share of their hearts, minds and wallets to brands and companies that they trust more,” he affirmed.