Episode 10

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Published on:

13th Dec 2023

Ask An Expert | How Generative AI Will Transform Retail Customer Service In 2023

Automation, empowerment, and illumination – those are the three words we would use to describe GenAI’s impact on retail customer service in 2024 and beyond.

So Omni Talk is pleased to announce that Michael Connor, the Global Head of Consumer Goods for Amazon Web Services, and Shannon Flanagan, the VP of Global Industry Strategy for Retail & Consumer Goods at Talkdesk, joined Chris Walton and Anne Mezzenga for the latest installment of their Omni Talk Ask An Expert Series to provide their expert opinions on how retailers and brands should approach the application of GenAI to customer service.

Collectively the four of them went deep on:

  • Talkdesk’s latest research findings on customer service and Generative AI
  • Whom GenAI will impact the most – the retailer, the customer, or the service agent?
  • Where we can expect GenAI to find its most immediate applications within retail and brand customer service operations
  • And, perhaps most importantly, what, if any, roadblocks retailers face in adopting GenAI and how they can overcome them

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About the Podcast

Omni Talk Retail
Omni Talk Retail provides news, analysis, and commentary on the latest trends and issues in the retail industry
Omni Talk Retail provides news, analysis, and commentary on the latest trends and issues in the retail industry. It covers a wide range of topics related to retail, including e-commerce, technology, marketing, and consumer behavior. The podcast regularly features industry experts, Chris Walton and Anne Mezzenga, as well as retail thought leaders who all share their insights and perspectives on the latest developments in retail.

About your hosts

Anne Mezzenga

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Anne Mezzenga is an entrepreneurial Marketing Executive with nearly 20 years in the retail, experience design, and technology industries.

Currently, she is one of the founders and Co-CEOs of Omni Talk.

Prior to her latest ventures, Anne was most recently the Head of Marketing and Partnerships for Target’s Store of the Future project. Early in her career, Anne worked as a producer for advertising agencies, Martin Williams and Fallon, and as a producer and reporter for news affiliates NBC New York and KMSP Minneapolis.

Anne holds a BA in Journalism from the University of Minnesota – Twin Cities.

When Anne is not busy blogging, podcasting, or sharing her expertise with clients, she loves spending time with her husband and two boys and partaking in all the Minneapolis food scene has to offer.

Chris Walton

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