Main Interview The importance of trust as AI expands in the CX arena

Volume 65 , Issue 1 - 2025

The evolution of Beyond Retail as it continues to inspire customers

Returns Brands must provide an optimized returns experience

Payments The role of orchestrators in shaping digital transactions

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interest . Our main interviewee , Eric Jorgensen of Zendesk , sat down with RM to talk about customer experience . Of course , AI is a major topic here as AI agents increase and improve – but Eric emphasizes that ‘ human agents are vital components in the evolving world of CX ’. Reassuring words for retail staff worrying about computers taking over !

AI is also covered by Josh Pitman in our supply chain feature . He highlights specific projects that ‘ are teaching us about the immense potential impact of technology and AI on the future of the ecommerce industry .’ It ’ s not all AI though – we also discuss returns which are a vital aspect of retail success , and payments – there are challenges in this space that must be overcome .

Libbie Hammond , Editor LH @ finelightmediagroup . com

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Our cover story for January delves into online bathroom , kitchen and heating retailer Beyond Retail - Alison Nieuwoudt , Finance & Operations Director discusses its evolution . Turn to page 24 to learn more .

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