Retail AI in Action: Turning Friction into Flow


The retail journey is no stranger to friction, especially in key areas. First, online shopping conversion rates are perennially low, with massive visitor fall-offs in each stage of the buying process. Second, getting broad, representative customer feedback remains challenging, and retailers need that data more than ever to make improvements.

Join us as we sit down with the retail team from NICE to unpack each area. We'll look at the benchmarks for how the average retail brand performs, the strategies top retailers are embracing to change the game, and how AI comes into play. We'll also look at specific methods that CX practitioners have employed with leadership to effect change.

Whether you’re just beginning your AI journey or looking to elevate your existing strategies, this discussion will equip you with the insights necessary to transform friction into flow in these key areas of the retail journey.


  • Tom Yang, Retail Vice President, NICE
  • Kat McGavick, Value Executive, NICE