Maria Madonna

Global Manager Customer Experience AllSaints

Senior Group CX Manager at All Saints and John Varvatos, Maria leads cross-functional teams across Customer Service, Fraud & Payments, and digital operations — driving measurable impact through innovation, AI automation, and strategic process redesign.

Agenda Day 2

10:55 AM THINK TANK: Empowering Frontline Teams with AI-Driven Tools to Ensure a Faster, Better Service

As frontline roles grow more demanding and customer expectations continue to rise, both physical store teams and phone/live chat agents need tools that can reduce strain whilst elevating the service they can deliver.

AI offers the solution: freeing people from repetitive tasks, sourcing answers instantly and connecting data across channels so that service feels faster, smarter and more personal.

• Identifying key pain points for frontline teams to decide which tools would be most beneficial to their service delivery

• Integrating AI-driven tools thoughtfully to ensure frontline teams are not overwhelmed by the evolving tech stack

• Creating a consistent, always-on service layer across channels

Check out the incredible speaker line-up to see who will be joining Maria.

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