AI That Lets Customers Be Human: Rethinking the Retail Customer Experience

As AI becomes an increasingly important part of the customer experience, retailers are moving beyond simple automation and asking a bigger question: how can AI deliver more natural, effective interactions while creating measurable value for the business?

At the CX Retail Exchange USA 2026, we sat down with Jen Grant, Chief Marketing Officer at Quiq, to explore what that looks like in practice. From using AI agents across voice, email, chat and other customer touchpoints to supporting human agents and uncovering valuable insights from customer conversations, Jen shares how AI is reshaping the way retailers engage with their customers.

Download the interview now to explore what businesses should look for when selecting an AI platform, why guardrails and verification matter, how AI can drive measurable ROI, and why successful voice AI needs to accommodate the way people actuall speak.

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