The Agentic Premium: Why Traditional Customer Experience Fails to Convert Autonomous Machine Shoppers

Welcome to the CanadianSME Small Business Podcast, hosted by Kripa Anand. Customer expectations are moving faster than traditional digital experiences can keep up. Today, we explore how AI, personalization, and connected commerce are reshaping the way brands attract, serve, and retain customers.

Joining us is Jacquelyn Baker, Global General Manager, Consumer at APPLY. With over 23 years of experience across brands including General Mills, PepsiCo, P&G, and Kraft Heinz, Jacquelyn brings deep expertise in omnichannel strategy, retail media, and digital transformation.

Key Highlights

1. Agentic CX: How intelligent customer experiences are changing the future of digital commerce.
2. AI Native Experiences: Moving beyond basic digitization to create smarter brand interactions.
3. Retail Media Lessons: What growing brands can learn from the strategies of major retailers.
4. Leadership Agility: Guiding teams through rapid technological and creative transformation.
5. Connected Commerce: The first step toward fixing fragmented digital customer experiences.

Special Thanks to Our Partners:

• UPS: https://solutions.ups.com/ca-beunstoppable.html?WT.mc_id=BUSMEWA
• ADP Canada: https://www.adp.ca/en.aspx

For more expert insights, visit https://canadiansme.ca/ and subscribe to the CanadianSME Small Business Magazine. Stay innovative, stay informed, and thrive in the digital age!

To learn more about how we are supporting the ecosystem, please visit the CanadianSME Small Business Foundation at https://smbfoundation.ca/.

Disclaimer: The information shared in this podcast is for general informational purposes only and should not be considered as direct financial or business advice. Always consult with a qualified professional for advice specific to your situation.