An Exclusive Roundtable for Retail CXOs to Decode How GenAI Balances Customer Expectations with Operational Realities

In today’s retail landscape, customer experience is no longer just a differentiator—it’s a strategic imperative. As expectations rise and margins tighten, the question isn’t whether to adopt AI, but how to do so meaningfully.

To explore this pivotal shift, we’re bringing together a select group of retail and marketplace leaders for an exclusive roundtable in Mumbai on June 13th. Join this focused dialogue to uncover how Generative AI (GenAI) is enabling seamless, scalable, and cost-effective customer experiences through faster responses, deeper personalisation, and smarter support.

Why GenAI Now?

• Rising support costs, fragmented customer journeys, and the growing demand for personalised experiences at scale are top challenges for CX leaders today.
• 60% of marketing teams plan to integrate GenAI tools to streamline campaigns and tailor messaging effectively.
• 85% of customer service leaders aim to deploy conversational AI to improve response times and reduce operational expenses.
• Businesses leveraging GenAI for customer support have seen up to 40% reduction in costs and 3X improvement in customer engagement.
• 92% of retailers are increasing AI investments, with 59% already using AI for personalized recommendations.
• GenAI is no longer a trend; it’s a critical lever for competitive advantage and operational efficiency.

What to Expect?

This roundtable will focus on how AI can drive real-time personalisation and reduce CX costs in retail.

Key Takeaways

• Personalisation at Scale: Delivering tailored experiences across touchpoints in real time.
• Smarter, Cost-Efficient Automation: Streamlining operations without compromising quality.
• Unifying Fragmented Customer Journeys: Creating seamless interactions across channels.
• Predictive Over Reactive Support: Anticipating customer needs before they arise.
• Balancing Tech with Empathy: Ensuring human-like interactions through AI.
• Actionable insights. Real-world strategies. CX reimagined with GenAI.

From Insight to Impact

Great ideas need the right environment to thrive. This roundtable brings together those who are making bold moves with AI in retail. Be part of the dialogue that’s shaping smarter, faster, and more human customer experiences.