{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Retail Remix","title":"Building Customer Relationships in the Age of AI: Klaviyo Chief Product Officer Elias Torres","html":"","width":"100%","height":180,"duration":1709,"description":"AI is quickly becoming a new front door to commerce. Instead of beginning their shopping journeys on Google or a brand’s website, more consumers are turning to tools like ChatGPT, Gemini and Perplexity to research products, compare options and decide what to buy. \n\nFor brands, that shift raises a bigger question: how do you maintain a direct customer relationship when AI increasingly sits between you and the shopper?\n\nFew people have spent more time thinking about the intersection of technology and customer relationships than Elias Torres. After building companies including Performable, Drift and AI-native customer success platform Agency, Elias is joining Klaviyo as Chief Product Officer following its acquisition of Agency. \n\nIn this episode of Retail Remix, Elias joins host Kate Robertson to explore where AI agents can deliver real value today, why customer context matters more than the underlying model and what brands need to do to build stronger relationships in an increasingly autonomous commerce landscape. Elias also shares how his focus on relationships, from growing professional connections to recruiting the best team members, have given him an edge in his career.\n\nKey Takeaways\nHow brands can maintain direct customer relationships as AI platforms become a new starting point for product discovery and shopping\nWhy unified customer data and context are critical to delivering more relevant, personalized experiences with AI\nHow AI agents can help brands scale customer relationships without losing the human connection that builds trust and loyalty\nWhy reactive customer service is ready for AI automation, while proactive agent experiences still require greater intelligence, restraint and personalization\nWhat Elias has learned about entrepreneurship, relationships and recognizing the opportunities worth saying “yes” to throughout his career\nRelated Links\nLearn more about Klaviyo\nConnect with Elias Torres on LinkedIn\nRead more about Klaviyo’s acquisition of...","thumbnail_url":"https://img.transistorcdn.com/C1sENdp39uqABVG62swhYhHJtUlW4KaRYcD-MRFgU-4/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/Lzc2MzYvMTU4MTM3/Nzc3MC1hcnR3b3Jr/LmpwZw.webp","thumbnail_width":300,"thumbnail_height":300}