Guidance on blending AI and empathy to reimagine retail

The world of retail is changing at a pace, and so are the expectations of shoppers. While there are many things that can surprise and delight shoppers, great customer experiences still rely on humans to make them memorable.

In the latest Retail Unpacked podcast from Retail Gazette, Zendesk customer Zara Gentles, Customer Engagement Manager at Monsoon/Accessorize, shares the wisdom she’s gathered from more than a quarter of a century in retail; from shop floor to shaping global CX strategy in the boardroom.

Zara outlines how AI can support, rather than replace, the human side of service, and gives advice on how to avoid the pitfalls of adopting “tech for tech’s sake” by always starting with customer needs.

From improving employee experience to creating more meaningful customer interactions, the episode offers practical insights for retailers navigating today’s fast-changing landscape.

Listen below!