Retail service leaders are under pressure to improve speed, scale and customer experience while exploring the role of AI. But fragmented channels, high WISMO volumes, returns complexity, inconsistent knowledge and siloed data often get in the way.

This executive breakfast is designed for retail CX and service leaders who want a more practical view of what AI readiness actually requires. You will hear from redk, Zendesk and Laurent Dathie, Head of CX at Trodo, combining strategic perspective, platform insight and a real retail case study.

The session will focus on how to build service operations where AI supports people effectively, helping teams improve responsiveness, manage peak demand and strengthen customer trust.

Featured retail case study: Trodo

Hear from Laurent Dathie, Head of CX at Trodo, on how a growing retail operation is thinking about AI readiness in practice. This session will cover the operational realities behind service transformation, including workflow design, knowledge challenges, scaling support demand, and where AI can create meaningful value without compromising customer trust.

Agenda (Morning session)

08:20 – 09:00 Doors open and welcome coffee
09:00 – 09:20 Building AI-ready service teams in retail 
A practical session to learn about MIT's research insights and best practices on how to create operational models that incorporate AI as a capability to maximise the potential of AI technology.  

09:20 – 09:40 Retail case study: Trodo
Laurent Dathie, Head of CX at Trodo, shares a real-world perspective on service complexity, transformation priorities, and where AI can support retail teams in practice.

09:40 – 10:00 Panel discussion and Q&A
A moderated discussion on what works, common pitfalls, and where retail leaders should focus first.

10:00 – 10:30 Networking breakfast
10:30 – 11:00 Zendesk AI innovation showcase
A deep look at the foundational AI capabilities needed in a service platform to support AI-ready service operations in retail, both from a functional and best-practice perspective. 

11:00 – 11:10 Closing remarks

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Join a focused discussion for retail CX and service leaders

A practical breakfast session for Heads of CX, Customer Service Directors, Operations leaders and digital service decision-makers who want to move from AI ambition to operational readiness.