Forsta

AI in retail CX: What shoppers expect and where brands must adapt

02/12/2026 16:30:00 UTC | 45 mins

AI is reshaping the retail customer experience, but consumer trust, adoption, and expectations aren’t evolving at the same pace. Based on findings from Forsta’s latest Retail Pulse research, this webinar explores how shoppers are actually using AI today, where it’s adding value, and where it’s creating friction.

Join us for a data-driven discussion on how retailers can move beyond experimentation and design AI-powered customer experiences that feel helpful, human, and trustworthy across the journey—from discovery to purchase.

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What we'll cover

The state of AI in retail CX
Where AI improves the customer experience and where it falls short
Trust, transparency, and the CX trust gap
Designing better CX with AI

Featured speakers

Rebecca Becker
VP of Retail Experience Solutions
Forsta

Rebecca Becker, VP of Retail Experience Solutions, Forsta Rebecca is the Vice President of Retail Experience Solutions at Forsta, dedicated to transforming the retail landscape through innovative technology and customer-first strategies. With over 20 years of experience spanning store management, merchandise presentation, eCommerce, and digital operations, she has led high-performing teams at Kohl’s and Lands’ End while also consulting for Claire’s to enhance digital merchandising strategies and operations. Her deep retail expertise and strategic problem-solving make her a trusted partner in helping brands create seamless, engaging shopping journeys across digital and in-store touchpoints.

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Jim Katzman
Principal, CX Strategy & Enablement
Forsta

Jim Katzman, Principal, CX Strategy & Enablement, Forsta Jim Katzman has over 20 years of experience in customer experience (CX) strategy and management. Currently serving as CX Advisor at Forsta (formerly InMoment), Jim prides himself on his ability to see the big picture while also understanding the details that drive successful CX programs. Jim is obsessed with helping clients measure financial business value from their programs and creating culture around outcomes. Jim has been featured and quoted in various industry publications and organizations, including Customer Experience Magazine, CustomerThink, CXBuzz, CXPA, Retail Customer Experience, and ICX Association, and has been a featured speaker at various partner and analyst events.

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Michelle Walkley
Director, Customer Insight
GNC

Michelle Walkley brings over 15 years of client-side expertise as a seasoned insights leader, consistently leveraging data to infuse customer centricity into strategy and business decisions. Her diverse background supporting iconic, emerging, and on-trend brands \enables her to deliver unique and valuable perspectives. Currently, Michelle spearheads insights at GNC, a global health and wellness retailer, where she focuses on enhancing customer experience across all touchpoints and driving brand growth through strategic advisory to senior leaders and cross-functional teams. In previous roles, she has led insights for top brands across diverse sectors, including food and beverage (The J.M. Smucker Company – Smucker’s, Uncrustables), paint and coatings (The Sherwin-Williams Company – HGTV Home by Sherwin Williams, Krylon, Purdy, Dutch Boy), and home décor and furnishings (Wayfair – Perigold, focused on luxury furnishings).

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