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World Congress 2025 • Aug 20, 2025 • Session details

Rethinking Customer Experience in the Age of AI

Daniel Gebler , Dr. Saskia Meier-Andrae , Keno Dreßel , Stefan Bär

Hyper-automating the user experience can actually backfire by removing consumer agency. Discover how leading companies strategically integrate AI to drive true product and supply chain innovation.

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#1 about 2 min

Rethinking customer experience strategies with artificial intelligence

Modern businesses are shifting to compete primarily on customer experience powered by artificial intelligence.

#2 about 3 min

Simplifying ecommerce listings with visual AI models

Visual AI models auto-populate item attributes to reduce seller friction and increase listing frequency on marketplaces.

#3 about 2 min

Managing AI implementation requests and hallucination risks

Consulting clients show high demand for AI customer experience solutions but frequently worry about preventing chatbot hallucinations.

#4 about 3 min

Transforming reverse logistics through AI business models

Grocery platforms leverage AI to expand delivery networks into sustainable return logistics for external fashion retailers.

#5 about 6 min

Embedding AI talent into cross-functional product teams

Organizations are shifting from isolated AI labs to integrating generalist, highly analytical talent into vertical business pods.

#6 about 5 min

Navigating AI regulations and data privacy compliance

Companies maintain agility by proactively collaborating with data protection agencies rather than fearing emerging regulations.

#7 about 4 min

Driving personalization through natural language and health goals

Ecommerce platforms use AI to transition from single-item searches to contextual meal planning and conversational queries.

#8 about 3 min

Addressing the feedback loop challenge in agentic AI

Fully autonomous customer service agents risk performance stagnation without a structured mechanism for continuous human feedback.

#9 about 5 min

Learning from fragmented data and rejected AI automations

Successful AI adoption requires solving internal data silos and respecting customers' desire for agency in their shopping experience.

#10 about 4 min

Evaluating favorite AI tools and overhyped industry buzzwords

Industry leaders share their preferred daily AI assistants while critiquing terms like omnichannel and hyper-personalization.

Matching moments

3:18 min

Reimagining business models and brand positioning for AI

Paul Adams Paul Adams · World Congress 2025

2:23 min

Addressing the emotional layers of workplace AI transformation

Daria Rudnik Daria Rudnik · Europe 2026 Virtual

2:02 min

Addressing common enterprise AI misconceptions

Deivids Vilkinsons Deivids Vilkinsons +3 · World Congress 2026 Europe

1:46 min

Growth forecasts and core principles for AI-driven product design

Madalena Costa Madalena Costa · World Congress 2024

4:42 min

Predicting future retail experiences and avoiding technology hype

Alejandro Saucedo Alejandro Saucedo +2 · World Congress 2025

6:21 min

Balancing AI transformation with a people-centric approach

Alexander Birke Alexander Birke +3 · World Congress 2025

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