Retailers are entering a new operational reality. Customers expect faster, lower-friction experiences, while store environments have become more dependent on connected systems, predictive technologies, and always-on support operations. As AI adoption accelerates, the challenge is no longer whether automation belongs in customer experience. It’s how to apply AI without losing responsiveness, operational visibility, or the human judgment customers still expect when situations become more complex.
In this discussion, Eugene Shvartsman, CRO of Toshiba Global Commerce Solutions, and John Samuel, COO of CGS, share how retail service operations are changing as AI becomes more deeply embedded into the customer experience. Drawing from a long-standing partnership supporting large global, national and regional retail, they discuss the operational shift toward proactive issue prevention, remote resolution, AI-assisted support models, and immersive training designed to reduce friction across the retail experience.
Watch the video to hear how Toshiba and CGS Nexus are approaching the future of retail customer experience through AI-enabled and human-perfected service operations.
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