Who’s it for:

• Retail QA and CX leaders looking to modernize how they measure and improve customer experience
• Supervisors and managers who need to reduce missed opportunities and coaching blind spots
• Executives in retail and eCommerce focused on driving loyalty and lifetime value
• Operators balancing cost savings with frontline agent engagement and retention

Recap and Review

In this session, Melissa Pollock (AmplifAI) and Jordan Zivoder (CMP Research) broke down how AI + Auto QA transforms retail CX—turning frontline interactions into measurable opportunities to increase sales, strengthen loyalty, and reduce unnecessary costs.

From service recovery moments to post-sale support, the discussion highlighted why retail customer experience goes far beyond the initial purchase. The right mix of AI-powered QA and coaching helps brands capture more revenue, protect margins, and build customer loyalty that lasts.

Key topics included:

• Why retail loyalty is increasingly won (or lost) in service and support
• How AI uncovers hidden revenue and service opportunities at scale
• The evolving role of QA in connecting agent behavior to KPIs
• Service recovery as a loyalty multiplier (not just a cost center)
• Coaching as the bridge between QA insights and performance gains

5 Takeaways That Matter

1. Service Recovery Drives Loyalty - and Revenue

Retail isn’t just about the sale. Post-purchase support often matters more than the checkout moment. When frontline agents resolve service failures with empathy and urgency, it increases lifetime value and brand loyalty. Missed recoveries, by contrast, drive customer churn.

2. Missed Agent Skills = Lost Revenue

Agents without the right coaching create avoidable costs—discounts, concessions, and lost upsell chances. AI + Auto QA shines a light on these skill gaps (empathy, objection handling, rapport) and links them directly to lost or gained revenue.

3. AI Connects Behaviors to Retail KPIs

Traditional QA forms rarely correlate with CSAT or NPS. AI-powered QA measures what matters: empathy, resolution, sales behaviors, and customer sentiment. Retailers can now tie frontline behaviors directly to conversion rates, repeat purchases, and loyalty sign-ups.

4. Coaching is the Multiplier, Not the Add-On

Auto QA delivers coverage, but coaching delivers change. By personalizing development plans and giving leaders behavioral insights, brands shift QA from a compliance task into a driver of retention, sales, and performance.

5. Start with a Problem, Not Just a Platform

The most successful retail QA programs don’t try to “boil the ocean.” Instead, they begin with a clear pain point—whether it’s missed upsells, costly concessions, or empathy gaps—and scale from there. This ensures measurable impact and cultural adoption.

Resource Download

CMP Research Report

Download the CMP Prism Report on AutoQA vendors to see where AmplifAI stands out.

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🎙️ Final Quote

“Agents missing skill gaps equals lost revenue. QA plus AI gives retail brands the chance to not only see those gaps—but to coach and close them at scale.”  

— Melissa Pollock, VP Client Success, AmplifAI