Join SJ Grabiec, Head of CX & Payments at AllSaints & John Varvatos, as she guides you through how her team innovated customer experience by improving communication, utilising key technologies, and going the extra mile for their customers. SJ will also talk through her top priorities and 'what's next' on the AllSaints CX roadmap. This session will take you back to a time pre-AI at AllSaints, where the norm was to have unscalable contact spikes, significant backlogs, high returns and WISMO contacts, highlighting the urgent need for a solution. What you can expect to learn: • The challenges faced before implementing AI • The role of AI in transforming customer service • Future plans for continuing to advance AllSaints' customer experience, improve post purchase experience and reduce returns