Where to Start with AI: CX First

In this special episode of the eCommerce MasterPlan Podcast, Chloe Thomas shares a panel discussion from a live webinar focused on one big question: what’s really going to move the needle for eCommerce brands in 2026? 

Chloe is joined by three expert voices from very different corners of eCommerce – growth, consumer behaviour, and AI – to unpack what’s working, what’s not, and where brands should be focusing their time, energy, and budgets this year. 

From TikTok growth and AI-powered customer experience to brand trust, tech stacks, and surviving economic pressure, this is a practical, wide-ranging conversation designed to help you grow smarter in 2026. 

 

Hit PLAY to hear: 

• Why TikTok is still the fastest growth lever for eCommerce (even without TikTok Shop) 📈 
• How brands are using AI to unlock 5–10% more revenue — without replacing their team 🤖 
• The #1 mistake brands are making by chasing trends (and how it’s killing long-term growth) 🚫 
• Where to start with AI if you want real results, not expensive experiments ⚙️ 
• How economic pressure is changing how customers buy — and what that means for your strategy 💸 
• What to stop doing in 2026 to free up time, budget, and headspace for growth ✂️ 

 

Key timestamps to dive straight in: 

[04:51] "Future Advice for Brands" 

[06:35] "Buying Decisions: Risk and Behavior" 

[11:55] AI: Essential for Business Efficiency 

[17:44] "Action-Driven Brands Drive Growth" 

[27:32] Amazon's Evolution & AI Branding 

[30:09] Essential eCommerce Tools and Strategy 

[39:12] AI for High-Quality SEO Content 

[42:44] "Target Right Customers, Build Trust" 

[46:29] Maximize ROI with AI Tools 

[47:39] "Focus on Customers, Not Chaos" 

 

Full episode notes here: https://ecmp.info/580

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