For retailers, the AI conversation is moving beyond individual use cases. The next chapter isn't about adding another bot or point solution—it's about transforming the entire customer experience operation. AI can help retailers understand every interaction, empower employees in the moment, automate the right conversations, and turn customer data into intelligence that drives better outcomes.

In this session, Cresta will explore what it takes to move from AI experimentation to true transformation. We'll share a practical vision for bringing human and AI-powered experiences together, creating a customer experience operation that gets smarter with every interaction and drives greater revenue, loyalty, and efficiency.

You'll learn how to:

• Build an AI strategy that connects intelligence, human augmentation, automation, and continuous improvement rather than treating them as isolated initiatives.

• Turn customer conversations into actionable intelligence that informs sales, service, coaching, and broader business decisions.

• Determine where AI should automate the experience, where it should empower people, and how the two can work together seamlessly.

• Create a continuous improvement loop where every interaction helps improve the next—driving better customer experiences and measurable business results.