Today’s Checkout features Justin Williams, Chief Customer Officer at black.ai, an Aussie startup revolutionising retail technology with AI-powered security and customer insights. Justin is at the forefront, transforming the way retailers understand and interact with their customers by leveraging AI to not only enhance security, but also gather valuable insights on shopper behaviour. In this rapid-fire session, Justin opens up about everything from the weirdest thing he’s bought online, to the future of AI in retail and how he’s navigating the challenges of working with different generations in tech. He also gives his hottest takes on the potential of AI, ethical dilemmas and the impact of generative AI tools.
Surprising Online Buys: A Car Part to the Rescue
Justin’s answer to the question about his weirdest online purchase wasn’t what you might expect from someone at the cutting edge of AI. His standout purchase? An ABS brake modulator for his son’s Suzuki Vitara—an essential car part he tracked down on eBay as a last-ditch effort to solve a problem his mechanic couldn’t.
“The mechanic had no idea where to source it, so I jumped online, found it on eBay, and had it delivered straight to the workshop,” Justin explained, reflecting on how online marketplaces like eBay continue to be a go-to solution for those hard-to-find necessities.
“It’s one of those things where, if you can’t find it anywhere else, you just trust eBay will have it,” he said. While not a glamorous purchase, it’s a reminder that no matter how advanced technology becomes, sometimes it’s the simplest online conveniences that we rely on the most.
Retailers Making an Impact: Kmart’s Impressive Pivot
When asked which retailers stand out to him, Justin pointed to a surprising name—Kmart. While known for its budget-friendly offerings, Kmart has undergone a significant transformation in recent years, and Justin has taken notice. He’s particularly impressed by the brand’s ability to adapt and thrive in a landscape dominated by online giants like Amazon.
Kmart has completely reinvented itself. They’ve developed their own product lines and created a model that works in the face of tough competition.
He’s particularly impressed with how they’ve managed to remain relevant by refining their operations, boosting their own product offerings, and keeping costs low.
Kmart’s evolution highlights an important lesson for retailers: it’s not just about surviving the digital age but thriving in it by focusing on what you do best. By staying true to their strengths while embracing innovation, Kmart has not only stayed competitive but is also setting an example for other retailers to follow. Justin’s admiration for their journey shows how traditional retailers can still make a significant impact with the right strategy.
Sustainability, Community and Convenience: The Power of Online Marketplaces
As a leader in AI and tech innovation, you might expect Justin’s can’t-live-without tool to be something like machine learning software or advanced data analytics. But when asked, he surprised us by saying Facebook Marketplace. For Justin, this platform offers more than just a way to buy and sell items—it’s about sustainability, community and convenience.
“You don’t always need to buy brand new when there’s something pre-loved and perfectly good at a better price,” Justin remarked. He appreciates how the platform encourages recycling and reuse, turning everyday items into new opportunities for buyers and sellers alike.
In Justin’s eyes, Facebook Marketplace represents a shift in how people shop, tapping into the growing desire for more sustainable consumption. The ease of connecting with local buyers and sellers creates a sense of community, while also promoting a more eco-friendly way of purchasing. It’s a nod to the fact that, while AI and advanced tech are powerful, simple, human-focused solutions still have a big role to play in shaping the future of commerce.
Always Learning: Inspiration from Bill Gates
When it comes to lifelong learning, Justin looks to GatesNotes for inspiration. He admires Gates’ commitment to using his platform for good, particularly in tackling complex global challenges like climate change, education, and AI ethics.
Bill Gates is using his influence to solve real-world problems, and I really respect that.
Gates’ ability to balance massive tech advancements with a focus on human welfare resonates deeply with Justin, who believes that innovation should always have a positive impact.
This dedication to continuous learning and using tech for good mirrors Justin’s own approach at black.ai. It’s not just about creating smarter technology—it’s about ensuring that technology is used ethically and responsibly, with long-term benefits for both businesses and society.
Leadership Challenges: Navigating Generational Differences
One of the challenges Justin faces in his role is navigating the dynamics of leading a multi-generational team. With a mix of young founders and more seasoned professionals, black.ai is a diverse environment, and Justin has had to adapt his leadership style to accommodate varying perspectives and approaches.
“If I want to stay fresh and sharp, I need to adapt and grow as well,” he noted, highlighting how important it is to remain flexible as a leader. Justin’s approach is all about learning from those around him, whether they’re fresh out of university or industry veterans.
Managing across generations has forced him to reflect on his own leadership and continually evolve, making sure he’s meeting the needs of his team while pushing forward with innovation.
Balancing Innovation, Leadership and Ethics
Through his leadership at black.ai, Justin Williams shows that success in the rapidly evolving world of retail isn’t just about implementing cutting-edge technology—it’s about balancing innovation with responsibility. Whether it’s navigating ethical AI use or leading a diverse team, Justin reminds us that the future of retail depends on creating solutions that not only drive progress but also build trust. His approach highlights that, in the end, sustainable growth comes from putting people—customers, teams, and communities—first.
The Checkout is a short snippet of our conversations.
