Christina Bochheimer

The resilience of customer experience in retail will be defined by the workforce’s ability to adapt to ongoing digital transformation. Technology is automating routine tasks and creating new roles that require a unique combination of technical and interpersonal skills. Retailers that invest in upskilling their employees and building an agile, supportive culture will create a resilient CX that thrives on personalised, seamless, and emotionally resonant customer journeys. Hear from CX leaders thinking about the workforce of tomorrow and how they’re preparing for it today.

• What impacts are you seeing of AI and digital transformation on the organisation, workforce and roles of the future?

• Human and AI operating models - how are you re-wiring the human- AI operating model to train staff in the age of AI?

• How do we ensure the long-term relevancy of our customer service workforce? How do we keep them up to date when it comes to their skill set and competencies?

• What are the future skills that the workforce needs to acquire and are actually proficient to remain relevant in the future?