In modern retail, the customer journey no longer happens in isolation—it moves fluidly from online browsing to the physical store floor and last-mile delivery. In an era shaped by shifting consumer expectations and rapid AI advancements, leading brands must connect early product discovery with personal, real-time communication to keep buyers coming back.

This session brings together retail leaders, including Sharonda Weatherspoon, Senior Vice President of Retail Stores, Operations & Retail Development at Michael Kors, alongside Katie Stratton, Chief Growth and Strategy Officer at Shipt. Led by a Twilio moderator, we’ll explore how these brands support frontline teams, keep customers updated during order fulfillment, and connect digital interactions with real-world service.

Attendees will gain actionable strategies for eliminating friction across touchpoints, strengthening customer trust, and establishing the foundational data and messaging infrastructure required to stay competitive in an AI-driven retail landscape.