CX Network research found that AI for backend operations is the number one trend impacting CX roles in 2025. AI agents go beyond automation, truly designing and optimizing processes. While traditional AI models are already supporting human decision-making, AI agents take this a step further, adapting dynamically and making decisions to meet defined business goals. In the context of retail, this can look like maximizing margins through dynamic pricing or coordinating with other AI agents to achieve sales objectives through scalable personalization. AI agents, unlike traditional automation, learn from outcomes and improve over time.

In this session, Armen Momejian, Head of AI Initiatives at ALDO Group, joins us to explain how he is leading the implementation of AI agents at the footwear giant, walking us through learnings to date. We will also delve into ongoing stakeholder and change management strategies needed to build trust when implementing this emerging technology and uncover best practices for continued success.

Attendees will learn:

• How AI agents differ from traditional automation by designing and executing their own strategies to meet business goals.
• Practical strategies for managing change, gaining organizational support and building trust in AI-driven decisions.
• Why high-quality and well-structured internal data is essential and how to prepare your business to harness AI agents effectively.