The retail industry is at a pivotal moment. Technology is redefining how and where interactions happen—but not why they happen. At the core of every transaction is the need for meaningful human connection. The CCW–Sutherland Retail CX Report reveals that while most retail leaders view AI as essential to transforming customer experience, only a few have truly mastered the balance between technology and empathy
This on-demand webinar explores how to strike that balance—demonstrating how AI innovation, omnichannel excellence, and trust-first engagement can fuel business growth while deepening human connection. Join Sanjay Reddy, SVP & Global Head, Retail & CPG Practice at Sutherland, Ganpath Thanumoorthy, VP, Retail at Sutherland, and Brian Cantor, Managing Director at CCW Digital as they share actionable insights from Sutherland’s retail experience and CCW’s exclusive research on humanity in retail CX.
What You’ll Learn
- How AI-driven personalization delivers real-time, trust-centered experiences that strengthen engagement and loyalty.
- Why 66% of retailers say personalization is now more important, yet only 47% are executing it effectively—and how to close that gap.
- How 73% of retailers investing in AI can drive ROI by focusing on value-led automation instead of deflection.
- Strategies for balancing automation and empathy—ensuring technology enhances, not replaces, the human connection.
- Why 83% of retailers are rethinking staffing and skill frameworks to build AI fluency and enable workforce agility.
- Practical steps for building omnichannel unity and organizational readiness—from governance and analytics to measurable ROI.
Key Takeaway
Based on the CCW–Sutherland Retail CX Report, this on-demand webinar reveals how leading retailers are redefining “human centricity” in the digital era. You’ll learn how to close the AI execution gap by blending empathy with intelligence—turning automation into advocacy and data into trust.
Watch now to see how your organization can transform insights into impact—and make every retail interaction more human, meaningful, and memorable.
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Meet the Speakers
Experts from Sutherland’s Retail & CPG practice will share firsthand insights, industry trends, and practical strategies to help you transform your retail customer experience. Each speaker brings deep expertise in retail innovation and digital transformation—delivering actionable guidance to drive your CX initiatives forward.
With 25+ years of digital and business transformation experience, Sanjay leads Sutherland’s global Retail & CPG practice. He partners with leading brands to drive growth through AI, analytics, and omnichannel innovation—helping them navigate disruption with agility and measurable impact.
Ganpath brings over two decades of experience in retail and CX transformation. He has led multi-million-dollar modernization programs that boosted client growth and operational efficiency. At Sutherland, he drives AI-led CX strategies that balance automation, empathy, and measurable business outcomes.
Brian is a leading voice in customer contact and experience strategy. At CCW Digital, he drives research and thought leadership on the evolving CX landscape. Known for his ability to connect data with actionable transformation insights, Brian helps organizations align innovation with customer-centric growth.