About
For retailers across APAC, the challenge of 2026 is no longer about adopting AI - it is about operationalising it within the service ecosystem. With diverse markets and shifting consumer expectations, regional leaders are moving beyond basic chatbots toward integrated, agentic service that understands intent and resolves issues in real time.

Join us for an interactive fireside chat as we discuss how retail pioneers are redefining the retail experience. We will explore how AI is being used to bridge the gap between digital efficiency and the empathetic, personalised support of an in-store expert, ensuring every customer interaction builds long-term loyalty.
When
Tuesday, March 31, 2026 · 2:00 p.m. Sydney (GMT +11:00)
Agenda
  • Evidence-Based Use Cases: Explore how APAC’s leading retailers are deploying AI to transform customer service—from automated resolution of complex enquiries to real-time agent assistance—to remove friction from the post-purchase experience.
  • Strategic Insights: Hear how top-tier retailers are prioritising their AI roadmaps to maximise ROI and long-term loyalty.
  • The Metrics That Matter: Move past the hype to discuss the true impact of AI on Customer Lifetime Value (CLV), Net Promoter Scores (NPS), and First-Contact Resolution rates.
  • Future-Proofing: A look at the next 18 months of retail tech, including the rise of AI shopping assistants and automated post-purchase care.
Presenters
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Richard Winston
AI Specialist
Richard is the AI Specialist for Zendesk in APAC. With over a decade of experience in customer experience (CX) software he's worked closely with businesses across industries to modernise support operations and deliver more seamless, scalable customer service. At Zendesk, Richard
now helps organisations navigate the rapidly evolving world of AI-powered CX—unlocking new levels of efficiency, insight, and engagement.
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Inside Retail
As a trusted voice to the industry for over 40 years, Inside Retail’s dedicated journalists and industry insiders deliver unparalleled news, analysis and trends on retail across the globe. Our motto is simple: engage professional audiences with valuable information. There’s close to 100,000 professionals throughout Australia, New Zealand and Asia signed up to receive our content daily.
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Adam Thorn
Managing editor, Inside Retail
Adam has worked for more than 50 major publications, including GQ, Esquire and The Sunday Times. He has curated and launched large and intimate events, edited multiple magazine titles, presented hundreds of podcasts and videos, managed large teams and moderated panels on stage.

Commercially, he has also created and strategised content for more than 100 major brands, including Facebook, Amazon, IBM, Twitter and the BBC.
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