Retailers face a paradox that only keeps getting harder: more customers, higher expectations, and less room for cost. The answer isn't more headcount; it's AI agents that actually resolve end-to-end business processes, not just respond to simple FAQs. In this session, we will share key facts on how global retailers are making the shift from reactive customer service to autonomous CX, and what it takes to move from pilot to production at scale.

Attendees will leave with insights and actionable items on:

• Why agentic AI is the lever that simultaneously cuts cost-to-serve and raises the customer experience bar and why the time window is closing fast.

• What in-production deployments look like across the full order lifecycle, from pre-purchase discovery to post-purchase resolution.

• AI agent readiness diagnostic test – questions to identify your highest-value AI agent use case and quick start your AI agent journey