RetailEconomics Webinar

Winning the AI-powered customer journey: Mapping the moments that matter

The session will examine how complexity, emotion and the consequences of failure shape expectations.

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AI is becoming more prominent across the customer journey. Its value depends on whether it reduces uncertainty and helps customers move forward with confidence.

As journeys span AI, digital and human touchpoints, customers expect connected experiences. Research from Retail Economics and Genesys shows that 71% consider easy escalation from AI to a person important, while 67% want to avoid repeating information when switching channels. Meanwhile, 58% say poor AI advice or incorrect information would reduce their trust in a brand.

Join Genesys and Retail Economics for a virtual webinar exploring where AI can create the greatest customer value. The session will examine how complexity, emotion and the consequences of failure shape expectations.

What to expect:

  • Exclusive research from Richard Lim, Chief Executive of Retail Economics: New data on where customers see the greatest potential for AI, which interactions create the most difficulty and why confidence should guide investment.
  • The Genesys perspective from Nick Chaillier: How organisations can use AI to reduce friction, preserve context across channels and provide human support when reassurance, judgement or accountability matter.
  • The retailer perspective: Practical insight from a senior retail leader on applying AI, balancing automation with human expertise and building trusted experiences.

Whether your priority is improving customer service, strengthening AI-to-human handovers or deciding where AI investment will deliver greatest value, this webinar will provide practical guidance for building AI-powered experiences around customer needs.