Resilient Retail. Powered By The Customer
Achieving Unified Commerce For A Future Beyond Meeting The Customer Where They Are
September 23-24 2025 | Hyatt Regency, Jersey City, New Jersey

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Jeffrey Warren

Vice President, Selling and Customer Experience Macy's

Agenda Day 1

5:50 PM PANEL DISCUSSION – LEAN AND HUMAN: ACHIEVING COST-EFFECTIVE, AI-POWERED CUSTOMER SERVICE WITHOUT COMPROMIZING QUALITY

As AI and automation become more prevalent for cutting costs and improving efficiency, businesses still face the challenge of balancing these solutions with the demand for human support. The personal, human interactions that some customers crave can’t be provided without a price. It is essential to strike the balance between meeting customer expectations, ensuring consistent service across channels and managing business pressures, all while controlling costs.

In this panel discussion, experts will discuss:

Building cultures of knowledge and trust on how agentic AI is enhancing the service delivered by agents, rather than replacing
Integrating automation, human support and outsourced centers to maintain quality while reducing costs
Shifting customer service strategies from reactive to proactive, unlocking new opportunities for businesses

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

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