In this episode of Retail Unpacked, we sit down with Zara Gentles, customer engagement manager at Monsoon Accessorize, who brings more than 25 years of hands-on retail experience inside the company to the table. 

From the shop floor to leading global CX strategy, Zara has seen firsthand how the customer experience has evolved – and how technology, particularly AI, is now reshaping it once again.

We discuss how AI can enhance, rather than replace, the human side of service – improving both customer and employee experience when applied with purpose. In a world where AI has become a buzzword, Zara shares how Monsoon Accessorize approaches innovation by working backwards from the customer’s needs. Expect a frank and insightful conversation that touches on the real use cases for AI in retail, how to avoid tech for tech’s sake, and why the future of great CX is still, fundamentally, human.