Personalisation, Automation & The Human Touch - Getting The Balance Right Online & In-Store In A Changing Retail Environment
20-21 May | Marriott, Lisbon

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Jad Freiha

Head of Analytics & Insights Sweaty Betty

Agenda Day 2

2:40 PM EXPERT CASE-STUDY: UNLOCKING THE POWER OF GENERATIVE AI TO DRIVE HYPER-PERSONALISED RETAIL CX

In this session, Jad Freiha will share insights from his journey of leveraging AI as a transformative force in customer experience. He'll demonstrate how adopting both structured and exploratory approaches to AI has uncovered unexpected opportunities for CX innovation.

Jad will present a case study on merging qualitative customer feedback with quantitative data to enable advanced personalization strategies that go beyond traditional segmentation. He'll illustrate how AI applications across digital and physical retail touchpoints provide deeper customer insights and enable more tailored experiences.

This session will explore:

How an exploratory mindset toward AI uncovers CX opportunities that traditional approaches might miss
How AI-driven feedback analysis is shaping hyper-personalised CX strategies
Practical use cases of in-store AI to optimise customer engagement and experience
Strategies for building an AI-ready culture

Check out the incredible speaker line-up to see who will be joining Jad.

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