Ron Johnson, the former head of Apple’s retail stores, has voiced doubts about whether AI agents will fully replace human involvement in the shopping process. He argues that physical stores will remain important, especially for high-value purchases. Johnson, now 66, joined Apple in 2000 during a time when online shopping was growing rapidly. He played a key role in designing Apple’s iconic retail stores, which became central to the company’s success by combining sales with customer education and support. Johnson believes that while AI can improve online shopping, it may not change the fundamental way people shop, particularly for expensive items. Johnson’s comments come as major tech companies like Google and OpenAI are working to integrate AI more deeply into the shopping experience. Google’s Universal Commerce Protocol and ChatGPT’s shopping features are examples of efforts to use AI to help consumers find and purchase products. When asked if people would let an AI agent choose and buy a high-value item like a $1,000 or $2,000 laptop without visiting a store or website, Johnson said, “Honestly, nobody’s going to do that.” He explained that such purchases are highly personal and often require physical interaction with the product—like feeling its weight, checking the display quality, or measuring its size. While AI can help narrow down options, Johnson believes most consumers will still want to experience the product in person before making a big purchase. Johnson sees AI as a tool that could help consumers make better-informed decisions before visiting a store. He pointed to Apple’s strategy, which emphasized stores as places for product trials, learning, and support. Apple’s stores were designed not just for sales but also for customer education, with a focus on staff quality and customer treatment. While other retailers adopted Apple’s open store layouts and Genius Bar concept, they often failed to match the high standards of customer service and staff training that Apple maintained. Apple Store employees are not paid on commission, which contrasts with the sales-driven culture in many other retail environments. After leaving Apple, Johnson took over J.C. Penney in 2011 with a plan to modernize the department store chain, but he was removed from the position after less than two years due to declining sales. He later founded Enjoy Technology, an e-commerce startup that eventually filed for bankruptcy in 2022 and sold its assets to Asurion. Despite his skepticism about AI replacing human judgment in shopping, Johnson remains optimistic about the technology’s potential. He believes AI can enhance the shopping experience but will not replace the value of human intuition. He also suggested that Steve Jobs, Apple’s co-founder, would have embraced AI but not as a substitute for human decision-making.