Agenda Day 1

Retail and e-commerce contact centers are often viewed as a drain on resources and budget, with their role often limited to automated chat solutions designed to deflect enquiries and reduce operational costs.

But what if your customer service teams could be a powerful driver of revenue growth outside of resolution and recovery?

Learn from the success of LG Electronics in this stand-out case study and uncover how to supercharge the abilities of your contact centers.

• Reimagining the role of your contact center to drive sales, strengthen existing customer relationships and influence purchasing decisions

• Building a scalable conversational commerce strategy that seamlessly connects customer service and sales objectives

• Driving measurable outcomes across brand building, product discovery and conversion

• Exploring how conversational commerce can evolve beyond the website to support customers across emerging channels and touchpoints

Girish Joshi

Executive Director - E-commerce
LG Electronics

See Bio

Discover how AI agents unify customer feedback from support tickets, app reviews, social media and surveys, combining it with product usage data to deliver real-time, actionable insights that drive better product decisions.

• Best practises for collecting, categorizing and analyzing thousands of customer feedback signals across multiple channels in real time 

• Connecting feedback with behavioral product data to uncover root causes and identify emerging issues faster

• Prioritizing product improvements based on what matters most to customers, enabling more informed and impactful decision-making.

Sponsored by: unitQ

---

Many retailers still operate with siloed digital and store teams, each driven by their own KPIs and disconnected priorities. 

Sponsored by: JK Tech

---

Customer experience and sustainability are often treated as separate priorities. Discover how smart technologies, from IoT-enabled facilities and energy management to digital customer touchpoints, can help retailers create more efficient operations, reduce waste, and deliver better experiences at scale.

• Enhancing in-store experiences through connected digital technologies

• Improving operational efficiency with real-time insights across facilities and assets

• Supporting sustainability initiatives while reducing costs and streamlining store performance

Sponsored by: Terac

---

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

Laura Prideaux

Director, Retail Performance
David Yurman

See Bio

Debra Sell

Vice President of Store Experience
Meijer, Inc.

See Bio

Catheryn Li, Co-Founder & CEO of Simple AI, shares how her team designs, builds, and deploys enterprise-grade AI phone agents for iconic businesses 

like DoorDash and Omaha Steaks. In this masterclass, she'll walk through the real-world process:

• Getting started and writing effective evaluation frameworks to QAing conversations and cloning lifelike voices that align with your brand brand. 

• Uncovering practical techniques and hard-won lessons from deploying production agents at scale that sound realistic and drive measurable business results.

Sponsored by: Simple AI

---

Retailers are rich in first-party data but poor in customer intelligence. Signals from surveys, reviews, service interactions, and social channels often sit in siloes - analyzed in isolation and rarely translated into action. 

This session explores how brands can unify fragmented feedback into a single intelligence layer that reveals real customer needs, exposes friction across the journey, strengthening loyalty and making retention faster and more cost-effective.

• Uncovering how to consolidate and automate feedback from multiple first party sources to create a unified view of customer needs and friction points 

• Leveraging categorization, tagging and pattern recognition to separate noise from high-impact issues at an individual and cohort level 

• Turning customer intelligence into clear, cross-functional actions that improve experiences, reduce friction, deepen loyalty and drive measurable change - with defined ownership and accountability to ensure those actions are implemented and deliver real impact

Customers don't visit stores to analyze the tech stacks and AI capabilities of their favorite brands – they come for memorable experiences which 

leave them satisfied and excited to return.

By revisiting the oft overlooked fundamentals of customer excellence brands can tap into what customers truly care about and answer the question that every retailer is asking: How does physical retail keep itself relevant and converting in an age of AI? 

• Getting the fundamentals right: delivering consistent, high-quality in-store experiences that drive conversion and loyalty

• Moving beyond products and price to compete on emotion and loyalty 

• Enabling store staff to better identify customer intent and tailor interactions to drive conversion and loyalty

• Leveraging in-store technology to anticipate needs, personalize experiences in real time, and capture customer data that drives repeat visits

Stuart Slomberg

Chief Retail Officer
Road Runner Sports

See Bio