Patricia Wilkey

AI is reshaping retail and the consumer products industry at every step, from supply chain optimization to customer experience. But success requires more than hype or isolated experiments—it needs thoughtful, strategic investment and implementation to create true impact.   

In this session, retail leaders, Lenovo, one of the largest ecommerce retailers, and Nvidia will explore the use cases already delivering measurable ROI, including operational intelligence, dynamic customer engagement, fraud reduction, and workforce productivity. Drawing on findings from the IDC 2025 Retail Survey, the panel will unpack the biggest roadblocks retailers face and examine the critical human element of how store associates, customer support teams, and digital workers can collaborate with AI to unlock new value at scale.

What You’ll Learn

• Explore how top retailers are utilizing AI tools to optimize operations, enhance customer experience, and detect fraud
• Understand common roadblocks in moving AI from pilot to production, and how to overcome them
• Discuss the role of people in AI projects, and how to best leverage talent to make AI integration successful in your customer experience