ON DEMAND • Podcast Episode

AI in Retail: Understanding the Next Shopper

Caila Schwartz, Director of Consumer Insights and Strategy at Salesforce, joins Better Tech to discuss how consumer behavior, loyalty, AI, and digital commerce are changing the way retailers compete.

FEATURED GUEST

Caila Schwartz

Our featured guest

Caila Schwartz

Director of Consumer Insights and Strategy, Salesforce

Caila Schwartz brings a data-backed view of how retail and ecommerce are evolving. Drawing from Salesforce platform insights across commerce, marketing, and service, she explains why shoppers are prioritizing value, loyalty, personalization, and easier product discovery.

She also covers:

  • Why value is shaping consumer decisions this holiday season
  • How loyalty programs are influencing repeat purchases
  • Why site search and product discovery matter more than ever
  • Where AI is improving retail conversion and service
  • How global apps and supply chain shifts are changing retail strategy

Why this conversation matters now

Retail leaders are facing a more selective, value-conscious consumer while digital expectations continue to rise across search, mobile, service, and product discovery.
This episode explores the questions leaders are asking now:

01.

How do we keep shoppers loyal when price sensitivity is high?

02.

How can loyalty programs create value beyond points?

03.

What role does site search play in conversion?

04.

Where can AI improve product discovery and customer service today?

05.

How are international shopping apps changing customer expectations?

06.

What does personalization at scale look like over the next few years?

What you'll learn in this episode

01.

Why consumers are making more purchasing decisions based on value

02.

How loyalty programs can influence repeat buying

03.

Why shoppers who use site search have a higher propensity to buy

04.

How mobile commerce is changing search visibility and product discovery

05.

Where AI-powered recommendations are already driving retail sales

06.

How GenAI can improve customer service and associate productivity

07.

How AI will shape personalization, speed, and retail expectations

Who this episode is for

CEOs and business leaders CIOs and technology leaders Retail and ecommerce leaders Marketing and customer experience leaders Operations and supply chain leaders Growing retail and consumer brands

Our host

Haseeb Khan 1

Haseeb Khan

VP, Technology

Haseeb Khan is a founding member and Vice President of Technology at tkxel with over 23 years of experience in software engineering and technology leadership. He has played a key role in shaping tkxel’s engineering foundations, delivery standards, and technical culture. His expertise covers enterprise platforms, distributed systems, mobile solutions, legacy modernization, and AI/ML.

A preview of the key takeaways

01.

Value is driving consumer behavior

Caila explains that economic pressure is pushing consumers to make purchase decisions based on value, including low prices, promotions, discounts, and loyalty benefits.

02.

Loyalty is becoming a stronger retail lever

Salesforce data shows shoppers are becoming more loyal, with repeat buying rates increasing over time. Caila highlights loyalty programs as a way to deliver value through points, exclusive experiences, early access, returns, and brand connection.

03.

Site search is a conversion opportunity

Shoppers who use site search are more likely to buy. For retailers, that makes search visibility, mobile usability, and AI-powered recommendations critical parts of the ecommerce experience.

04.

AI is already improving retail journeys

From AI-powered product recommendations to customer service responses and in-store associate support, AI is helping retailers connect data, personalize interactions, and improve sales outcomes.

05.

Consumer expectations are shifting again

As AI becomes embedded into search, smartphones, messaging, and daily digital behavior, shoppers will expect faster, more personalized experiences from every brand, not just the largest platforms.

Why tkxel is hosting this conversation 

 tkxel helps growing businesses improve ecommerce performance through AI adoption, data integration, customer experience design, digital product engineering, and platform modernization.
This episode reflects a challenge many retail teams face today: shoppers expect more value, smoother discovery, and more personalized experiences, while brands need to protect margins and compete with global platforms. Caila’s perspective adds context for leaders exploring how loyalty, AI, search, and customer data can improve conversion, retention, and retail growth.

WHERE TKXEL BRINGS CONTEXT

1 Ecommerce transformation 2 AI strategy and adoption 3 Data integration 4 Customer experience design 5 Digital product engineering

RECOGNIZED BY

Key concepts covered in this podcast

1

Retail AI

How AI supports recommendations, search, customer service, and store associate workflows.

2

Consumer behavior

Why value, convenience, and personalization are shaping purchase decisions.

3

Loyalty programs

How brands can use loyalty to improve repeat buying and customer connection.

4

Product discovery

Why search, mobile usability, and recommendations influence conversion.

5

Personalization

How customer data can create faster and more relevant shopping journeys.

6

Mobile commerce

Why product discovery increasingly starts on mobile experiences and apps.

7

Supply chain pressure

How logistics, shipping costs, and global disruptions affect retail strategy.

Frequently Asked Questions (FAQs)

Is this episode only for retail leaders? Expand FAQ Collapse FAQ
No. It is also relevant for CEOs, CIOs, marketing leaders, customer experience teams, and operations leaders responsible for digital growth.
What is the core focus of the episode? Expand FAQ Collapse FAQ
The episode focuses on changing consumer behavior, retail AI, loyalty programs, product discovery, site search, supply chain pressure, and personalization at scale.
Can this help teams planning ecommerce or AI initiatives? Expand FAQ Collapse FAQ
Yes. It is useful for teams evaluating how AI, loyalty, search, and data-driven personalization can improve retail performance and customer experience.
Why is this podcast gated? Expand FAQ Collapse FAQ
It is offered as an on-demand resource for leaders researching retail transformation, AI adoption, ecommerce growth, and customer experience strategy.

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