At CCW, we interviewed Victor Hernandez Saldana from ALDO Group to discuss how customer expectations are evolving and why retailers need to continuously innovate to deliver seamless experiences. As Victor shared, today's consumers expect effortless interactions across every touchpoint. That means focusing on eliminating friction, empowering agents with the right tools, and embracing technologies that continue to evolve alongside customer needs. One thing is clear: AI is transforming CX at an incredible pace. As new innovations emerge, organizations need the flexibility to adapt, learn, and deliver even better experiences. Thank you, Victor, for joining us at CCW and sharing your perspective!

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