AI has made it possible to produce content, answer customer questions, and personalize experiences at a scale no team could match on its own. But as more brand interactions become automated, customers are paying closer attention to whether a brand still feels genuine, and trust can erode quickly when efficiency starts to replace the human touch. This group of brand and customer experience leaders will explore what authenticity means in an AI-driven world for both DTC startups and omnichannel giants, how to automate at scale without losing the moments that build loyalty, how to measure trust as a real business KPI, and how to rebuild confidence when AI gets it wrong. Our panel of retail executives will discuss:  

• Defining what authenticity means for your brand in an AI-driven world — and why the answer looks different for DTC startups versus omnichannel giants 
• Balancing the pressure to automate content, service, and personalization at scale without eroding the human moments that turn first-time buyers into loyal customers 
• Measuring consumer trust as a business metric and building internal frameworks that treat authenticity not as a brand value on a wall but as a KPI on a dashboard 
• Rebuilding customer confidence when AI missteps happen and closing the gap between what your brand promised and what the algorithm delivered