Webinar

The AI Advantage in Retail: Driving Engagement, Loyalty, and Sales

April 16, 2025

Presented by

Discover How AI Boosts Engagement and Sales

Retailers face mounting challenges as consumer expectations rise. But there's good news. Small, strategic interventions at key moments in the customer journey can have a significant impact on your business.

We joined NICE for an in-depth look at how AI-driven journey orchestration enhances customer engagement at scale. We heard from Tom Yang, RVP Retail at NICE, and Rob Lucchesi, Portfolio System Engineer as we walked through a modern retail customer journey and showcased real-world AI applications, including:

• Proactively engaging consumers using AI-driven journey triggers for personalized, scalable interactions.
• Leveraging predictive analytics to identify and address friction points.
• Automating complex customer journeys through intuitive, scalable solutions.

Don't miss this opportunity to see how AI is transforming retail experiences in practical, measurable ways!

Meet the Speakers

Tom Yang
Vice President Retail Industry
NICE

Tom works with numerous Retail and CPG brands to transform their CX delivery. From Marketing to E-Commerce, and Sales and Service, Tom has helped brands radically transform key functions in the customer journey, resulting in award-winning customer experiences. Tom takes a design-led approach to maximize effectiveness of initiatives, especially in the current Retail economic macro environment. In his prior roles, Tom has led and managed billion-dollar lines of business across a variety of technologies.

Rob Lucchesi
Senior Portfolio Solution Engineer
NICE

Rob Lucchesi is a Senior Portfolio Solution Engineer at NICE, bringing over ten years of experience in the contact center industry. Having worked both as an agent and in leadership roles, Rob has a deep understanding of contact center operations and the challenges businesses face. At NICE, Rob leverages his expertise to help customers find tailored solutions for their contact center needs, utilizing CXone Mpower's advanced AI technologies to drive exceptional customer experiences and operational efficiencies.