Bringing back the magic of retail customer experience
A conversation with John Hutchison, former CEO of Bonobos.
Once upon a time, customer service was the brand.
In today’s rush toward automation, many retailers have unintentionally lost the personal touch that once made customer experience magical.
In our latest interview, Decagon’s Max Lowenthal (Director, Agent Product Management) sits down with John Hutchison (former CEO of Bonobos, Global VP at The North Face, Director at Nike) to explore what great customer experience used to look like and how AI can help us bring it back.
What you’ll learn:
- How retail CX has evolved over the last two decades — and where it’s headed next
- The hidden ROI of investing in experience across e-commerce, fulfillment, and support
- How modern AI agents can unlock consistency, creativity, and conversion at scale
Who it’s for:
Retail leaders in CX, Product, and Digital Ops who still believe great service is one of the strongest brand advantages.
Download now
Bringing back the magic of retail customer experience
August 7, 2025
Written by Ryan Smith
Once upon a time, customer service was the brand.
In today’s rush toward automation, many retailers have unintentionally lost the personal touch that once made customer experience magical.
In our latest interview, Decagon’s Max Lowenthal (Director, Agent Product Management) sits down with John Hutchison (former CEO of Bonobos, Global VP at The North Face, Director at Nike) to explore what great customer experience used to look like and how AI can help us bring it back.
What you’ll learn:
- How retail CX has evolved over the last two decades — and where it’s headed next
- The hidden ROI of investing in experience across e-commerce, fulfillment, and support
- How modern AI agents can unlock consistency, creativity, and conversion at scale
Who it’s for:
Retail leaders in CX, Product, and Digital Ops who still believe great service is one of the strongest brand advantages.
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