Only 16% of customers feel truly understood. Are you ready to lead the shift?
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
Eugene is an expert in retail technology with more than 25 years of industry experience, and he plays a key role in accelerating and expanding business efforts for Toshiba Global Commerce Solutions. As Chief Revenue Officer, he leads global revenue strategy across sales, partnerships, and customer success by aligning go-to-market execution with the company's broader growth objectives. Responsible for driving sustainable revenue performance across international markets, Eugene works closely with sales, product, marketing, and regional teams to identify new opportunities, expand key accounts, and accelerate adoption of the company's retail technology solutions.
In his previous role as SVP of Sales, Americas Group, Eugene focused on expanding the customer network, strengthening existing relationships, and supporting a combined sales organization to drive growth through Toshiba's unmatched solution offerings, including hardware, software, and services.
Eugene joined Toshiba as General Manager of Maintenance and Technical Support in August 2012, after 14 successful years at IBM, where he held multiple leadership positions with a primary focus on maintenance services. He attended Kennesaw State University, specializing in Management and Computer Science. Outside of work, Eugene enjoys spending time with his wife and two sons
Agenda Day 1
4:30 PM From Lanes to Loyalty: Designing Retail CX for 2030
By 2030, the most decisive competitive advantage in retail will not be price, product, or promotion. It will be the seamless, intelligent experience a brand delivers at every touchpoint, from the first click to the checkout lane. Retailers who lead will have transformed their service infrastructure from a cost center into a revenue engine: one that senses opportunities and friction points before customers feel them, resolves issues autonomously across every device and channel, and continuously learns from every interaction.
In this fireside chat, Eugene Shvartsman, Chief Revenue Officer of Toshiba Global Commerce Solutions, and John Samuel, Chief Operating Officer of CGS Group, explore how one of the world's leading retail technology companies is engineering that future today. Drawing on 15 years of partnership and the latest advances in AI, computer vision, and omnichannel service design, they share how Toshiba is modernizing retail infrastructure at-scale, driving measurable increases in revenue per lane, reducing field dispatches, and raising the bar for what retailers and shoppers alike expect from the in-store experience.
This session reveals how the sense-and-respond retail service desk of 2030 is being built right now, in real stores, with real results. Attendees will leave with a concrete understanding of where the industry is heading and the strategic moves that are creating distance between leaders and the rest of the field.
