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Thiago D.
Garcia
VP, Customer Experience
VTEX
Thiago Doherty Garcia is an award-winning digital commerce executive at VTEX Commerce Cloud (NYSE:VTEX) and a digital strategy thought leader, featured in B2B Online, B2B Masterclass, LinkedIn Top Voices, VTEX Day, Meet the Boss, Rethink Retail and other leading media outlets. Prior to joining VTEX, Thiago worked at Samsung Electronics America, providing e-commerce strategy to C-level retail partners across the United States. Thiago has led e-commerce for consumer goods giants Newell Brands (NASDAQ:NWL) and Jarden Corporation (NYSE:JAH). He holds an MBA from Florida Atlantic University, and lives in New Jersey with his wife, two children, a cava-poo and a dwarf hamster. When he's not helping clients grow or traveling with his family, Thiago spends his time writing his steampunk fantasy series titled War of Vice and Virtue.
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11 March 2026 09:15 - 09:45
Ultrafast, unforgettable: Designing a support model where AI and humans thrive together
Speed matters but so does empathy. As AI reshapes the support landscape, the real opportunity lies in designing experiences where technology and people amplify each other. In this session, discover how leading organizations are building hybrid support models that blend AI-driven efficiency with human connection to deliver experiences that are both ultrafast and unforgettable. Learn how to: - Integrate AI seamlessly into workflows without losing the human touch - Redefine team roles around judgment, creativity, and complex problem-solving - Build trust with customers through transparency and intelligent automation You’ll leave with a clear vision for how to create a support ecosystem where AI accelerates performance, and humans make it remarkable.