How AI is Transforming the Retail Customer Experience
In this fireside chat with Retail Dive, discover how leading retailers are connecting store teams, support, and digital channels to deliver seamless customer journeys.
AI is everywhere in retail. But for many brands, it’s not improving the experience, it’s exposing what’s broken.
Customers expect fast, effortless, and connected service. Instead, they’re still repeating themselves across channels, waiting on handoffs, and navigating disconnected systems.
As discussed in this session, the issue isn’t intent. It’s structure. Retailers are still operating in silos, while customers expect one continuous journey.
What you’ll learn:
- Why AI is raising the bar for retail experiences
- Where disconnected systems break the customer journey
- How leading retailers are connecting teams, data, and conversations
- What a seamless customer journey looks like in practice
Liz Miller
VP, Principal Analyst, Constellation Research
Liz Miller is Vice President and Principal Analyst at Constellation Research, specializing in customer experience across sales, service, and marketing. A 30-year marketing veteran, she advises organizations on modern CX strategy, business transformation, and the technologies shaping digital engagement. Liz focuses on how leaders align cross-functional teams, evolve customer engagement, and adapt business models to stay competitive in a rapidly changing landscape.
Dhwani Soni
GVP, Product Management and Design, 8x8
Dhwani Soni is Global Vice President of Product Management and Design at 8x8, leading portfolio strategy across UCaaS, CCaaS, CX, analytics, and AI. She builds AI-enabled platforms customers trust by balancing speed, reliability, and governance, and partners with executive leadership on prioritization and roadmap trade-offs to scale outcomes.
