How AI impacts employee experience in retail

In 2025, customer experience is no longer just about solving problems—it’s about solving them faster, smarter, and more meaningfully. With automation powered by AI and real-time data, businesses are reducing resolution times while keeping empathy at the heart of every interaction. This breakthrough isn’t just about efficiency—it’s about trust, loyalty, and setting a new gold standard in customer care. 🌍✨ 🔍 In my latest article, I explore: ✅ How automation and AI are reshaping CX ✅ Why faster resolution means stronger customer trust ✅ The science and strategy behind this transformation ✅ What businesses can learn from this shift 👉 Read the full piece here [https://lnkd.in/daTCxXTd] #CX #Automation #CustomerExperience #AI #FutureOfWork #DigitalTransformation

When it comes to AI, your customer experience is only as good as your employee experience. Retailers are obsessed with seamless CX, but are they overlooking Emotional Intelligence/quotient EQ? There is no ROI on AI without adoption, and no adoption without the right customer experience. What we are seeing is that experiential AI is critical to unlocking ANY employee experience across ALL sectors. We are only human afterall and that’s why experience matters. frog’s article, ‘Empowering Frontline Retail Workers with AI,’ explores innovation from the inside out. EQ is of vital importance. Because AI won’t matter if your team can’t use it and doesn’t feel supported by it. Key insights include: ✅ Juggling tech chaos behind the scenes ✅ Reinventing roles (e.g., line cook as “experience architect,” hotel manager as “strategic operator”) ✅ Co-designing tools with employees—not for them 🔗 Read the article and start empowering your teams→ http://fro.gd/435nhqw If you want to hear more about our success please reach out. #MakeYourMark #AI #ROI #CX Gagandeep Gadri Noemie Lauer Priscilla Li Stephen Hewett Ed Bolton Thierry Kok 葉俊廷 Justin L. Deng Zhi Tan JoAnne S. Nikki Jacobs Jerrica Ang Wong Eng Geng Clarissa Edeline Yu Ethan Low Ryan Mok Loh Jia Xin 罗佳欣 Nada Khan Suratee Weilun Wong Romain Dehaye George Seah Jonathan Levy

Back from a day at the Customer Engagement Summit in London yesterday at Evolution London and one thing’s super clear - AI isn’t about replacing relationships, it’s about rethinking how we build them. When it’s done right, AI gives us space to listen, time to respond and insight that helps every customer interaction feel more personal and valuable. It’s empathy at scale, but it still starts with real intent. The challenge now isn’t whether AI can help use deliver more value to customers - it’s whether we’ll use it to connect more deeply, not just work more quickly. #AI #CustomerEngagement #CustomerSuccess #CX #Leadership

🚀 CX Leaders — I’d love your input! AI is becoming a bigger part of how we deliver both customer experience and employee experience. I've been researching unique ways AI can streamline operations, reduce friction for teams, and create better outcomes for customers. I’m curious — what AI tools are you leveraging right now to: ✅ Improve the customer journey ✅ Enhance internal employee workflows ✅ Drive measurable impact in CX Would love to hear about your wins, lessons learned, and even experiments that didn’t go as planned. Let’s help each other sharpen how AI shows up in our organizations. What are the 'must have' products in the AI space? #CustomerExperience #CXLeadership #AI #FutureOfWork

Think Like a Customer! Culture. Keynote intimate AI CX Morning-in-the-Life Story Hoffman speaks to marketers, product managers, executives and engineers about how #AI -in-everything curates ideal customer morning. #CX is intimate, personal, precious.Grow Customer Value Curating Every Customer Experience. Empower your culture to enhance every experience.

The most forward-thinking customer experience teams aren’t asking “How do we replace people with AI?” They’re asking something far more valuable: “How can AI help our people do their best work?” The real opportunity isn’t automation; it’s amplification. AI can handle the heavy lifting: triaging tickets, predicting intent, summarising conversations, surfacing insights in seconds. But empathy, reassurance and nuance remain uniquely human. The real progress happens when the two work together – when AI clears the path so people can bring more presence to every customer interaction. Teams that embrace this human-plus-machine model are seeing faster resolutions, higher satisfaction and less burnout. Not because AI is replacing anyone, but because it’s releasing them from repetitive, low-value work. So the challenge for CX leaders isn’t “Should we adopt AI?” It’s “How do we train our people to coach it?” The next generation of customer service professionals won’t just answer questions – they’ll shape how AI learns, communicates and represents the brand. That’s not the end of human work. It’s the evolution of it. How are you preparing your agents to coach their AI teammates? ... #FutureOfCX #AIinCustomerService #HumanCentredAI #CXLeadership #ServiceInnovation

Customer Experience is Being Rewritten by AI...but Human Connection Still Wins! Enterprises are deploying powerful AI to personalize and scale customer support, but the smartest brands know technology alone isn’t enough. The real danger? Over-automating and losing the empathy that wins customer loyalty. MIT’s latest study reveals how the winners blend AI with irreplaceable human insight. 🔑 Key Insights from “The Connected Customer” (MIT Technology Review, Sep 2025) 1️⃣ Excessive “engineered empathy” from bots often backfires; orchestrating the right balance of human and machine is essential. 2️⃣ Customer experience is the #1 battleground for brand loyalty, but most companies overestimate their CX performance versus actual customer sentiment. 3️⃣ AI, especially platforms using large language models, dramatically boosts response speed, decision support, and personalization at scale. 4️⃣ Legacy tech and fragmented data are major blockers; only a third of firms have unified data, hindering AI’s full business impact. 5️⃣ Organizations that transparently address AI’s impact on jobs, provide training, and clearly define AI/human roles outperform cautious adopters. Read the full story for actionable strategies → https://lnkd.in/gPe7xwwA The Connected Customer – MIT Technology Review in partnership with NiCE

Romeo Jr. Solas, APAC VP of Digital Innovation & Transformation, is redefining the future of customer experience (CX) with his talk: AI + EI = CX: The Human and AI Equation Generative AI is transforming how brands interact with customers — but true impact comes when technology meets empathy. Romeo will share how TP’s human-first AI strategy blends automation with emotional intelligence to: ➡️ Deliver seamless, real-time support ➡️ Empower and engage customer service teams ➡️ Drive measurable ROI across APAC Discover how combining tech and human touch can turn customer conversations into business opportunities. 🔗https://lnkd.in/gqec7z99 #DigitalTransformation #GenAI #HumanFirstAI

Today is CX Day 2025 — a moment to reflect on how customer experience drives trust, loyalty, and business success. 🗞️ Read our latest newsletter to discover how leading organizations are turning collaboration between humans and AI into a true competitive advantage: https://lnkd.in/dRGxmJQw #CXDay2025 #CustomerExperience #CX #ArtificialIntelligence #Innovation #AI #CustomerService #BAREInternational