Retailers are rolling out AI across every customer touchpoint, often faster than they can check whether it's actually helping. Chatbots that deflect, recommendations that miss, and dead ends with no path to a person can erode trust quickly. In this keynote panel, a group of retail executives will share how they decide where AI truly improves the experience, how they keep human help within easy reach, and how they measure success by what customers feel as well as what it saves. Panelists will discuss: 

• Defining customer problems first, then choosing AI only where it improves the journey 
• Balancing self‑service and automation with fast access to empathetic human help 
• Using AI to personalize, simplify, and anticipate needs rather than just deflect contacts 
• Measuring AI's impact with customer‑centric metrics like satisfaction and loyalty