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Building Competitive Advantage in Customer Care Through AI

BoF and Zendesk gathered executives from Ralph Lauren, Walmart, Michael Kors and Tapestry for an intimate breakfast under the Chatham House Rule to discuss the challenges and opportunities in leveraging AI at key touchpoints in the customer journey.
Ram Naidu, vice president of solutions consulting at Zendesk and Maurice Brown, president and group managing director, North America polo retail outlet at Ralph Lauren at the BoF x Zendesk executive breakfast at The Hotel Chelsea.
Ram Naidu, vice president of solutions consulting at Zendesk and Maurice Brown, president and group managing director, North America polo retail outlet at Ralph Lauren at the BoF x Zendesk executive breakfast at The Hotel Chelsea. (Jiraurd Key/BFA.com)
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As fashion and luxury look to the year ahead, big questions regarding customer confidence and appetite to spend are front of mind for industry executives — cited as the biggest risk to growth globally in 2025 by fashion executives surveyed for The Business of Fashion and McKinsey & Co.’s The State of Fashion 2025 report.

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