Nicholas Kim

Nicholas Kim

Nicholas Kim is the global head of human-centered AI at frog, part of Capgemini Invent. As a leader in human-centered AI, Nicholas blends data, design, and strategy to help global organizations build smarter, people-focused platforms. Nicholas is also experienced in guiding Fortune 100 brands through digital transformation.

Artificial Intelligence (AI), Brick-and-Mortar

Unlocking the Frontline Edge: How AI is Powering Retail Innovation

March 16, 2026 at 5:30 pm

Artificial intelligence is transforming customer experience (CX) online, but what about CX in the physical world? Frontline employees play a direct role in customer experience for retail brands. So far, these workers are underserved by digital transformation initiatives that could improve CX and employee experience. While most AI solutions are designed for knowledge workers interacting…