How AI is transforming customer experience in retail in 2026

Welcome to Marketing in the Madness, and what better way to kick off our first podcast episode of 2026 than with a live panel diving into the future of retail!

Hosted by Katie Street, this episode brings together senior leaders from some of the UK’s most influential retail brands to unpack how AI, data, customer experience and loyalty are reshaping how people discover, shop and engage with brands.

Featuring expert insights from:

Simon Pakenham-Walsh, CIO at River Island Lynn Ritson, Global Digital Director at Dr. Martens Fabrice Khullar, Director of Product & Technology at Boots

From beauty and fashion discovery on Instagram, to shopping directly inside AI platforms, to the evolving role of loyalty in a TikTok-first world, this is an honest, unfiltered conversation about what’s actually happening inside retail businesses right now.

In this episode, they cover:

- How AI and LLMs are changing the way consumers discover and buy products - Why designing customer journeys has become more complex (and less linear) than ever - The reality of brand loyalty in 2026 plus what’s changing and what still matters - How retailers are adapting their data, content and digital infrastructure for AI-led discovery - The importance of humanising AI experiences, from chatbots to personalised content - What brands should be prioritising as they plan for the year ahead

Whether you work in marketing, ecommerce, digital, retail, brand, CRM or strategy, this episode is packed with practical insight and future-focused thinking (without the hype).

If you enjoyed this episode, subscribe so you don’t miss the rest of our Marketing in the Madness Live series.

Want to join us in person at the next event in March 2026? Connect with Katie Street on LinkedIn and follow Marketing in the Madness Live for VIP invites.

Connect with us:

Simon Pakenham-Walsh https://www.linkedin.com/in/simon-pakenham-walsh/

Fabrice Khullar https://www.linkedin.com/in/fabrice-khullar-4309153/

Lynn Ritson https://www.linkedin.com/in/lynnritson/

Katie Street https://www.linkedin.com/in/katiestreet/ https://www.instagram.com/streetmate/

Marketing in the Madness https://www.instagram.com/marketinginthemadness/ https://www.linkedin.com/company/marketing-in-the-madness-podcast

Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/