World’s Largest Online-only Grocery Retailer Uses AI to Figure Which Customers Need Most Attention

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In the United Kingdom, the popularity of online grocery shopping is expected to surge from about 6% of the market today to 9% by 2021, according to market research firm Mintel. One of the pioneers of online-only grocery retailing is Ocado, based in Hatfield, Hertfordshire in the U.K. Since starting commercial deliveries in 2002, the company has grown to 600,000 active customers, 260,000 weekly orders, and £1.39 billion in annual revenue.
Ocado takes supermarket trips out of the equation by enabling shoppers to purchase items online through its convenient web and mobile applications. Items are then picked and packed in automated warehouses and shipped directly to customers in a one-hour time slot of their choosing. Ocado’s delivery punctuality is 95%, order accuracy is 99%, and its service footprint now reaches more than 70% of the U.K. population.
“Google Cloud Platform gives us the flexibility and performance to tackle the large and complex data challenges unique to our business.”
—Paul Clarke, Chief Technology Officer, Ocado
The company achieved its success by building in-house almost all the technology and automation that powers its end-to-end e-commerce, fulfillment, and logistics platform. Ocado also developed a new platform, the Ocado Smart Platform (OSP), which offers large brick-and-mortar grocery retailers around the world access to a best-in-class solution for online grocery.
Democratizing machine learning
The shopping journey for online grocery retailing differs significantly from other e-businesses. Customers often buy dozens of products at once, a single household may have multiple buyers using multiple devices, and product shelf life may only be a couple of days.
“We often say that having built an end-to-end platform that can do online grocery scalably and profitably, we can do other forms of online retail; but the reverse does not necessarily follow,” says Paul Clarke, Chief Technology Officer at Ocado. “Google Cloud Platform gives us the flexibility and performance to tackle the large and complex data challenges unique to our business.”
The Ocado business model takes advantage of consumers’ shifting preferences and the links between digital technology and shopping experiences.
“Google Cloud Machine Learning Engine gives us the agility we need. Our developers were able to try out TensorFlow and see firsthand the benefits of machine learning in the cloud.”
—Paul Clarke, Chief Technology Officer, Ocado
The company has been building machine learning into its systems for over five years. Until recently, Ocado machine learning applications required specialist data scientists, typically with PhDs in machine learning, who would build these solutions from the ground up. It also required the specialist who set up the system and costly on-premises infrastructure to train and run these systems.
However, working with Google as a private alpha testing site for Google Cloud Machine Learning Engine accelerated its adoption of artificial intelligence (AI).
“We’ve been talking about how the cloud could democratize AI for some time,” says Paul. “Google Cloud Machine Learning Engine gives us the agility we need. Our developers were able to try out TensorFlow and see firsthand the benefits of machine learning in the cloud.”
TensorFlow is an open source software library for machine learning developed by the Google Brain team. Ocado developers, engineers, and data scientists now use TensorFlow for many of their machine learning projects. They deploy the models they build on Google Cloud Machine Learning Engine, which lets them train models faster across servers, desktop computers, and mobile devices through a single application program interface (API). Additionally, Google Cloud Machine Learning Engine integrates easily with the other Google Cloud Platform products used widely at Ocado.
What do customers really want?
One of the first TensorFlow models Ocado created was a machine learning algorithm that tags and categorizes customer emails and then prioritizes them for response.
The contact center receives thousands of emails each day and Ocado wanted to automate determining which ones needed to be answered immediately and which ones could wait.
For example, a first-time customer expressing their delight in using Ocado doesn’t need to be responded to with the same urgency as a customer who is missing an item from their order or who won’t be home to receive the delivery.
“Enabling agents to respond without having to sort through less-urgent emails improves Ocado’s responsiveness and customer service.”
—James Donkin, General Manager, Ocado
“We get a lot of emails from customers saying, ‘Our service was great,’ or ‘The driver was very courteous,'” says James Donkin, General Manager, Ocado. “But when issues like weather or road conditions potentially affect delivery, we often get surges of urgent questions. Enabling agents to respond without having to sort through less-urgent emails improves Ocado’s responsiveness and customer service.”
Using Google Cloud Machine Learning Engine, TensorFlow, and a large data set culled from several years’ worth of manually categorized customer emails, Ocado experimented on which kind of neural network architecture would best prioritize emails. After testing its models, Ocado implemented the highest-performing one and has been able to respond to urgent messages four times faster. The company also discovered that 7% of its emails don’t require a response at all, which means call center representatives now have more time to devote to higher priority messages.
“Without Google Cloud Machine Learning Engine, it would have been a lot harder to succeed on a project like email classification,” says Roland Plaszowski, who has recently managed several big data projects and initiatives at Ocado.
“Even if we invested significantly in infrastructure, it would be difficult to manage because of the computational intensity. It’s challenging and expensive to run machine learning projects at the same time without infrastructure that you can scale easily.”
Ocado also uses machine learning to predict customer behavior and improve experiences. By analyzing order data, Ocado makes shopping as frictionless as possible. For example, the ordering system can pre-populate customers’ shopping carts with items they are most likely to purchase, remind customers about items they may have forgotten, and notify them of multi-buy offers they haven’t completed, for example, only buying one of a buy one, get one free offer. Based on machine learning from previous purchase data, the Ocado system can also offer new products that are likely to delight customers.
“You will regularly see items that are more personally relevant to you instead of items that are being promoted more generally,” says James. “I’m a vegetarian, so I’m offered specials for vegetarian products that I normally buy and new ones that I’ve never bought. I’m also less likely to see things that I’m not interested in.”
Machines and machine learning
Within the Internet of Things (IoT), Ocado is looking to enhance its warehouse robots with machine learning. An integral part of the OSP, thousands of robots continually stream data into Google Cloud Storage and Google BigQuery.
Ocado data scientists apply machine learning to create a type of swarm intelligence that enables warehouse robots to work cooperatively to achieve a common goal. Projects include modules to search robot telemetry data, such as whether a battery pack is operating within standard tolerances or whether firmware has been successfully loaded, and use it to optimize maintenance schedules or detect patterns in wear and tear.
“Another challenge we’re looking at is how to embed machine learning directly into robots so they become smarter in terms of self-testing, exception handling, and error recovery,” says Paul. “This is a challenging combination of IoT, data analytics, and machine learning that we believe Google BigQuery and Google Cloud Machine Learning are particularly well suited to helping Ocado achieve.”
The company also discovered that 7% of its emails don’t require a response at all, which means call center representatives now have more time to devote to higher priority messages.
Scaling for new business
Scalability is also a major reason behind some of Ocado’s cloud initiatives, including the migration of all its on-premises data to the cloud. Ocado wanted to improve customer experiences, empower business teams with greater insight, and reduce IT overhead, so it consolidated onto Google Cloud Platform.
“The old databases just weren’t fast enough,” says Paul. “We needed a solution that could scale with the amount of data we generate and how we use it. Google Cloud Storage and Google BigQuery now provide the backbone, from a data point of view, for the Ocado Smart Platform.”
Ocado estimates its business, product, and transaction data is approaching two petabytes. Combining customer and supply chain data helps both internal Ocado operations and the company’s ambitions to commercialize OSP.
“When compared with other options for expansion internationally, selling OSP as a managed service lets us turn companies that could have been competitors into customers,” says Paul. “We want to build OSP once and then turn it on for multiple business-to-business customers.”
Each time Ocado adds a new hosting customer to OSP, it will launch a customized instance to fit that customer’s requirements. The capacity and performance of each new OSP instance must be able to scale quickly as the backend platform for established retailers with large numbers of products, customers, and transactions.
Ocado’s first OSP customer, Morrisons, is already benefiting from this first-of-a kind solution. Morrisons is one of the UK’s four largest supermarkets and uses OSP to power its online retail business. Using Google Cloud Platform, Ocado has stored, processed, and analyzed terabytes of Morrisons’ data using a dedicated data lake and Google BigQuery.
In addition to using Google Cloud Platform for OSP, Ocado also adopted it for its own online grocery retail business operation. Ocado originally used the Apache Spark and Apache Hadoop open-source frameworks on Google Compute Engine for its data platform. Moving to Google BigQuery frees Ocado business analysts from the complex query setup and workflows associated with Spark and Hadoop. Plus, it lets Ocado share data analytics with suppliers and partners.
Google BigQuery is well integrated with TensorFlow on Google Cloud Machine Learning Engine and Google Cloud Dataproc, the Apache Spark and Apache Hadoop service that lets Ocado use open source data tools for batch processing, querying, streaming, and machine learning. Google Cloud Dataflow and Google Cloud Dataproc handle cluster management, and provide an easy-to-use framework so developers can spend less time and money on administration and more time on delivering valuable business features.
Switching from Hadoop to Google BigQuery revealed a series of cost and performance improvements. For example, Ocado no longer needed to decide how many instances to bring up in a cluster or wait for the instances to spin up. Google handled everything.
“We simply ran our queries and paid for the resources that we use,” adds Roland. “One big win with Google BigQuery is we don’t have to do maintenance. Best of all, we saw Google BigQuery outperform our Hadoop cluster by over 80 times on our largest dataset, and for only two-thirds the cost.”
Empowering AI Startups: Google Cloud’s Game-Changing Benefits

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New AI startup program benefits and Accelerator introduced at the Google Cloud Startup Summit
Google Cloud is committed to supporting the growth and advancement of startups, with particular focus on helping startups looking to build and scale. We’re seeing tremendous innovation from startups choosing Google Cloud to advance their generative AI development, thanks to our fully-managed and serverless data, AI, and infrastructure solutions. That’s why today’s Startup Summit, and announcements, are focused on AI.
Following our March 14th announcement that we were expanding the Google for Startups Cloud Program with exclusive benefits for AI startups, we’re excited to announce that the program is now live. Starting today, eligible seed to series A startups that use AI as their core technology to develop their primary products or solutions can apply here. This gives them access to all the Google for Startups Cloud Program benefits, including:
Up to $350,000 USD over two years in Google Cloud credits
For Google Cloud and Firebase usage covered in:
- Year 1: 100% up to $250,000 USD in Google Cloud credits [1] (includes standard program credits plus an additional $150,000 USD for the AI startup program)
- Year 2: 20% up to an additional $100,000 USD in Google Cloud credits
Technical & collaboration support
We’re providing credits to allow AI startups access to fast, high-quality Customer Care Enhanced Support, access to Google Cloud Startup Customer Engineers, and a dedicated Startup Success Manager to accelerate onboarding with Google Cloud. We’re also offering 12 months of free Google Workspace Business Plus for new sign-ups.
Additional AI benefits, such as access to AI experts, training, and resources include:
Webinars & live Q&A sessions
Exclusive access to join webinars and live Q&As with our Google Cloud AI product managers, engineers, and developers.
Insight into AI innovation
Direct visibility into Google Cloud’s latest AI advances and product roadmap.
Hands-on AI learning labs
Free access to advanced hands-on learning labs focused on AI/ML and the latest Google Cloud technology.
Exclusive AI ISV/Saas startup access to Built with Google Cloud AI
Access to the AI Center of Excellence, tools and training, co-marketing, and amplification on Google Cloud Marketplace. These resources have historically been available only to AI enterprise ISV/SaaS companies, but will now also be offered to ISV/SaaS startups in our program.
Dedicated AI technical guidance, workshops, and best practices
Architectural guidance and best practices to get started and build with Google Cloud AI solutions, including technical deep dives and hands-on workshops.
We’re also excited to announce an inaugural North American Google for Startups Accelerator: Cloud. This 10-week virtual Accelerator is equity-free and best suited for cloud-native startups leveraging AI and ML in their operations. Designed to help prepare for the next phase of the growth journey, participating startups will work with the best of Google’s programs, products, people, and technology. Applications are open now until May 30th and the program kicks off in July. Find out more here.
Our goal is to enable more AI-first startups and give them the technology, community, and resources they need to build and grow their startup faster, smarter, and cheaper. Furthermore, partnering with Google Cloud lets startups seamlessly integrate with other Google solutions and leverage our global infrastructure. Google Cloud’s AI platform, Vertex AI, gives startups the intelligence they need to make smart business decisions and allows them to easily build, deploy, and scale machine learning (ML) models faster. They can also quickly build with Google Cloud’s advanced generative AI technologies or use our best-in-class speech, vision, translation, and language APIs. To learn more about Google Cloud’s recently-announced Generative AI Support in Vertex AI, check out this deep dive, and to keep up with Google Cloud’s latest generative AI news and thought leadership, read The Prompt on Transform with Google Cloud.
Startups around the world are choosing Google Cloud. Join us and let’s build the future, together.
Google Dataflow Named Leader in The 2021 Forrester Wave™: Streaming Analytics

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We are excited to announce that Google has been named a Leader in The Forrester Wave™: Streaming Analytics, Q2 2021 report. Thank you to our strong community of customers and partners for working with us to deliver a customer focused product. We believe Forrester’s recognition is an acknowledgement of our leadership across an integrated set of capabilities that rely on data to drive transformation. We were also honored to be named a leader in The Forrester Wave™: Cloud Data Warehouse, Q1 2021.
Forrester gave Dataflow a score of 5 out of 5 across 12 different criteria and according to the report: “Google Cloud Dataflow has strengths in data sequencing, advanced analytics, performance, and high-availability. Google Dataflow’s sweet spot is for enterprises that have a preponderance of real-time data generated on Google Cloud Platform or wish to simplify all data processing by using a single platform that unifies both streaming and batch jobs.”
Harnessing the power of real-time data
The speed with which businesses are able to respond to change is the difference between those that successfully navigate the future and those that get left behind. In order to accelerate their digital transformation, reimagine their business and leverage the power of real-time data, today’s data leaders require a streaming analytics platform that provides both depth and breadth.
Cloud Pub/Sub and Cloud Dataflow, based on more than a decade of experience in internet scale systems for Google’s own needs, provide customers with a reliable, scalable, performant platform. In addition, we’ve designed these products for ease of use to make streaming analytics accessible to more users, which is why customers such as Sky and others from across all industries use Dataflow to run streaming analytics workloads.
5 out of 5 across key streaming analytics criteria
While Forrester gave Dataflow a score of 5 out of 5 in 12 criteria, the product achieved the highest possible scores in areas that are top of mind for our customers.

We continue to be focused on solving problems that matter to you. For example, just in the last month we announced Dataflow Prime and Auto Sharding for BigQuery – two new auto tuning capabilities that bring efficiency and simplicity to your streaming pipelines.
Dataflow achieves highest score possible in strategy
With Google, organizations gain an industry leading product and a partner that has the vision and strategy to help you tackle new business challenges and provide delightful experiences to your customers.

In summary, we are honored to be a Leader in The Forrester Wave™, Streaming Analytics, and look forward to continuing to innovate and partner with you on your digital transformation journey.
Download the full report: The Forrester Wave™: Streaming Analytics, Q2 2021 and check out these smart analytics reference patterns. To learn more about Dataflow, visit our website and get to know the product by taking an interactive tutorial. You can also watch recordings from the Data Cloud Summit event (May 2021), where we provided an in-depth view of new product innovations in Dataflow and other data analytics products.
How Google Cloud’s Scalable Data Storage and High Compute Resources Fuel Investment Research

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Investment management is a heavily data-driven industry—portfolio managers and investment researchers require a large number of data sources to guide them in shaping their investment strategies.
New cloud capabilities and technologies enable investment managers to process data faster than ever before and iterate on ideas quickly to fuel innovation in the signal generation process and gain a competitive edge.
Using the cloud for investment research workflows makes it easier to onboard data from data providers, spin up large compute workloads in the midst of market volatility or during heavy research cycles, and manage complex machine learning or natural language workflows to gain market insights.
We hear from industry leaders that they’re exploring new ways to run investment research. “Differentiated investment strategies require new types of information sources, and new ways to process that information,” David Easthope, senior analyst, Market Structure and Technology, Greenwich Associates. “And that, of course, relies heavily on having access to reliable and scalable storage, computational, and AI / ML resources. More specifically, quantitative strategies can benefit from the computational platforms and embedded AI/ML capabilities the cloud can offer.”
Google Cloud gives investment managers essential components to work and operate faster as they bring their investment research workflows to the cloud. Here are the key highlights:
1. Simplify, speed up your data acquisition, discovery, and analytics
The foundation of any investment strategy starts with data—acquiring it, detecting patterns, and analyzing it for insights. Enabling data providers to easily share large datasets such as tick history within a high-performance analytics engine can greatly reduce the data engineering overhead when possible.
Once data is onboarded, you can tag business and technical metadata related to your datasets and provide portfolio managers the ability to discover these datasets via a search interface.
We further review analytics options for various scenarios, including aggregating massive datasets, creating dashboards, and incorporating streaming analytics workloads.
2. Take advantage of burst compute workloads
Data engineers and researchers require ready access to burst compute capabilities to perform backtesting, portfolio simulations and run risk calculations. Cloud works well for these workloads due to its elasticity, consumption-based models, and hardware evolution.
Many investment managers are shifting to a container-based strategy along with a Kubernetes-based scheduler for greater consistency, scaling and efficiency in environments with a large number of researchers. Cloud managed services and a rich suite of CI/CD tools can make this vision a reality while improving security and developer productivity.
3. Tackle machine learning (ML) and model deployment with the help from cloud
Quantitative researchers scour vast amounts of market and alternative data sources searching for signals and correlations, while ML engineers have the challenge of taking these signals and moving them to production.
Google Cloud empowers users to create and operationalize their models without wasting valuable time with a comprehensive set of MLOps tools.
In this paper, we explore multiple solutions for ML and model deployment. Those capabilities reduce the amount of time operationalizing ML models, so quants and data scientists have more time to devote to differentiating activities.
4. Get the data you need in less time with Natural Language and Document AI
Thousands of financial filings, news articles, and sell-side research reports are generated every day, and it’s difficult for humans alone to process this volume of information. These documents are often generated in many languages and the ability to do entity recognition, sentiment or syntactical analysis in those languages, or perhaps translate them into the language of the portfolio manager is of critical importance. Google Cloud provides these capabilities through pre-trained models, or allows you to train high-quality models with your own datasets.
Getting started
There are plenty of emerging technologies, tools, and approaches available to help investment managers today. At Google Cloud, we can help you access, organize, and utilize these essential components to make your research faster, reliable, and more valuable.
To learn more about these four keys to better investment research, check out our whitepaper for more.
Lufthansa: Wind Forecasting with Google Cloud ML Helps Increase On-time Flights

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The magnitude and direction of wind significantly impacts airport operations, and Lufthansa Group Airlines are no exception. A particularly troublesome kind is called BISE: it is a cold, dry wind that blows from the northeast to southwest in Switzerland, through the Swiss Plateau. Its effects on flight schedules can be severe, such as forcing planes to change runways, which can create a chain reaction of flight delays and possible cancellations. In Zurich Airport, in particular, BISE can potentially reduce capacity by up to 30%, leading to further flight delays and cancellations, and to millions in lost revenue for Lufthansa (as well as dissatisfaction among their passengers).
Being able to predict this kind of wind well in advance lets the Network Operations Control team schedule flight operations optimally across runways and timeslots, to minimize disruptions to the schedule. However, predicting speed and magnitude can be incredibly difficult to model and thus to predict— which is why Lufthansa reached out to Google Cloud.
Machine learning (ML) can help airports and airlines to better anticipate and manage these types of disruptive weather events. In this blog post, we’ll explore an experiment Lufthansa did together with Google Cloud and its Vertex AI Forecast service, accurately predicting BISE hours in advance, with more than 40% relative improvement in accuracy over internal heuristics, all within days instead of the months it often takes to do ML projects of this magnitude and performance.

“Being impressed with Google’s technology and prowess in the field of AI and machine learning, we were certain that my working together with their expert, to combine our technology with their domain expertise, we would achieve the best results possible,“ said Christian Most, Senior Director, Digital Operations Optimization at Lufthansa Group.
Collecting and preparing the dataset
The goal of Lufthansa and Google Cloud’s project was to forecast the BISE wind for Zurich’s Kloten Airport using deep learning-based ML approaches, then to see if the prediction surpasses internal heuristics-driven solutions and gauge the ease of use and practicality of the deep learning approach in production.
Since deep learning-based techniques require large datasets, the project relies on Meteoswiss simulation data, a dataset consisting of multiple meteorological sensor measurements collected from several weather stations across Switzerland over the past five years. By using this dataset, we obtained data on factors like wind direction, speed, pressure, temperature, humidity and more, at a 10 min resolution, along with some information about the location of the weather stations, such as altitude. These factors, which we hypothesized to be predictive of the BISE, ended up carrying valuable signals, as we would see later.
This collected data was next subjected to an extensive cleaning and feature engineering process using Vertex AI Workbench, in order to prepare the final dataset for training. The cleaning phase included steps to drop the features, or rows, that contained too many missing values, or failed statistical tests for entropy, etc. Since the direction of wind is a circular feature (between 0 and 360 degrees), this column/feature was replaced with two features: the corresponding sine and cosine embedding. The dataset was then flattened such that the columns contained all the relevant features and sensor measurements from all the weather stations at a particular 10-minute interval.
Since the target variable — i.e,. BISE — was not directly available, we engineered a proxy target variable for BISE called “tailwind speed around runway,” which above a certain threshold indicates the presence of BISE along the runway.
Forecasting wind in the Cloud
Once the dataset was ready, Lufthansa and Google Cloud evaluated several options before deciding to experiment and tune Vertex AI Forecast, Google’s AutoML-powered forecasting service, in order to achieve optimum results. Vertex Forecast is capable of the required feature engineering, neural architecture search, and hyper parameter tuning, and it is managed by Google Cloud to score in the top 2.5% in the M5 Forecasting Competition on Kaggle, in a completely automated fashion. These qualities made it an excellent choice for Lufthansa, to reduce the manual overhead of creating, deploying, and maintaining top performing deep learning models.

The raw data files were loaded from cloud storage, preprocessed on Vertex AI Workbench. Then, a training pipeline was initiated on Vertex AI Pipelines, which performed the following steps in sequence:
The .csv data file was loaded from Cloud Storage into a Vertex AI managed dataset.
A Vertex AI forecasting training job was initiated with the dataset, and it was also registered as a model in the Vertex AI Model Registry.
Upon completion, the model was evaluated on the test set, and the model’s predictions and the input features and ground truth of the test set, were stored in a user-defined table in BigQuery. Several test metrics were also available on the service and model dashboards.
One of the biggest challenges was the severe imbalance in the dataset, as measurements with BISE were very far and few in between. In order to account for this, instances where BISE occurred, as well the occurrences temporally close to them, were upweighted using weights calculated with methods including Inverse of Square Root of Number of Samples (ISNS), Effective Number of Samples (ENS), and Gaussian reweighting. The formulas for the methods are given below. These weights were supplied as separate columns in the dataset, and were iteratively used thereafter by the service as the “weight” column.
ISNS

ENS

Weighted gaussian

Results and next steps


In the above figures, the x-axis represents the forecast horizon and the Y-axis shows the respective metrics (Recall/F1-score). As shown after multiple experiments, we can see Vertex AI Forecast achieved higher recall and precision t (red bar), outperforming Lufthansa’s internal baseline heuristics, with the performance gap widening steadily as the forecast horizon extends further into the future. At the two-hour mark, our custom-configured Vertex AI Forecast model improved by 40% relative to the internal heuristics and 1700% compared to the random guess baseline. As we saw with other experiments, at a six-hour forecast horizon, the performance gap widens even more, with Vertex AI Forecast in the lead. Since forecasting BISE a few hours in advance is very beneficial to prevent flight delays for Lufthansa, this was a great solution for them.
“We are very excited to be able to not only do accurate long term forecasts for the BISE, but also that Vertex AI Forecasting makes training and deploying such models much easier and faster, allowing us to innovate rapidly to serve our customers and stakeholders in the best possible manner,” said Swiss Oliver Rueegg, Product Owner, Swiss International Airlines.
Lufthansa plans to explore productionizing this solution by integrating it into their Operations Decision Support Suite, which is used by the network controllers in the Operations Control Center in Kloten, as well as to work closely with Google’s specialists to integrate both Vertex AI Forecast and other of Google’s AI/ML offerings for their use cases.
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Metro Consolidates 100 SAP Instances on Google Cloud
German retailer Metro, with operations in 25 countries across Europe and Asia and employing over 150,000 people, decided to consolidate its 100 SAP instances into one SAP S/4HANA system running on the Google Cloud Platform.
This helped the company lower costs, increase efficiency, and improve customer experience. In addition, the company is using Google BigQuery and advanced analytics to increase its sales.
Watch Timo Salzsieder, Metro CIO/CSO, explain the company’s journey with SAP on Google Cloud.
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