Fixing the Broken Customer Journey: How GenAI & Agentic are Transforming CX in Retail

Meanwhile, AI and agentic technologies are offering new ways to transform CX, streamline operations, and drive loyalty. But there is no silver bullet—and not every solution fits every business at every stage of its digital journey.

The key question retailers must ask: What is the right solution, at the right time, for our business right now?

In this exclusive fireside chat, Richard Lim, CEO of Retail Economics, and Juanita Olguin, Senior Director from Coveo will explore:

• How retail CX is evolving—and why many customer journeys are still broken
• The role of Gen AI in optimising CX and driving operational efficiency
• How to strike the right balance between AI-powered automation and personal human touch
• Why there is no one-size-fits-all solution—and how to choose the right technologies, at the right time, for your stage of digital maturity
• How leading retailers are overcoming tech debt and siloed systems to deliver seamless experiences
• Where your business can gain quick wins—and where to invest for longer-term transformation