NRF Retail's Big Show

NICE strategy leader talks agentic AI, retail industry trends

NICE’s purpose-built AI-powered platforms automate engagements into proactive, safe and intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution.

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January 30, 2026

RetailCustomerExperience Editor Judy Mottl talks with Tom Yang, who heads up sales strategy and transformation at NICE, at the recent NRF 2026 event.

Yang explains why agentic commerce is grabbing traction in the retail customer experience and how retailers are optimizing the digital shelf. NICE's purpose-built AI-powered platforms automate engagements into proactive, safe and intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution.

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NICE

With NICE, it’s never been easier for organizations of all sizes in retail and other major markets around the globe to create extraordinary customer experiences (CX) while meeting key business metrics. NICE is a worldwide leader in AI-powered self-service and agent-assisted CX solutions for the contact center—and beyond.

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