Retailers have invested heavily in CX platforms and AI, yet customers still feel the strain at the moments that matter most - tracking down an order, making a return while monetizing the process, managing peak surges. Firstsource and Zendesk see the same pattern across the brands we both work with: technology and operations are too often chosen, built and managed separately, and the customer experience breaks at the point where they meet.

Over lunch we'll get into what genuine interoperability between platform and frontline capability looks like in practice, where retailers are seeing the biggest impact and the fastest, and what leaders should prioritize as they plan for 2027.

We'd love to have you at the table.

Interested in attending? Email [email protected].