Retail reinvented: The rise of AI agents in customer service

Retail is under pressure.

Staffing shortages, customer dissatisfaction, and fragmented customer journeys erode margins and loyalty. Cart abandonment remains high while acquisition costs rise, pushing customers away.

AI agents are emerging as the answer.

They power unified commerce by creating seamless shopping journeys with personalized recommendations, proactive updates, and concierge-level service. Done right, they cut costs, improve retention, and lift ROI. With the upcoming holiday retail season, it's imperative that retailers rethink their approach now to stay competitive in 2025 and beyond.

Join Charles Studt, CMO of Sendbird, and Blair Pleasant, President & Principal Analyst of COMMfusion LLC and co‑founder of BCStrategies, for a fireside chat on the AI shift in retail and what’s next for customer experience. Together, they’ll explore consumer expectations, how AI agents are transforming shopping and service, and what leading retailers are doing to stay ahead.

What you'll learn

• Key consumer and retail trends driving AI adoption, loyalty pressures, and rising customer expectations.
• How AI agents unify shopping and service experiences across the pipeline, from back office to front office.
• Proven use cases showing ROI and customer impact, from reducing cart abandonment to concierge-level shopping support.
• How to adopt AI agents responsibly, balancing personalization with privacy while preparing for the next wave of retail innovation.
• 15 minute Q+A with Blair answering the most important CX retail questions.