Former Best Buy CTO Brian Tilzer Explains Retail’s Third Wave of AI | WRC 2026

Former Best Buy CTO Brian Tilzer Explains Retail’s Third Wave of AI | WRC 2026

From Omni Talk Retail by Omni Talk Retail

April 29, 2026 · 13 min

About this episode

Brian Tilzer discusses the impact of AI on retail and the importance of human connection in customer experiences.

In this Omni Talk Retail interview, recorded live from World Retail Congress 2026 in Berlin, Chris Walton speaks with Brian Tilzer, former CTO and CDO of Best Buy and current Board Member at Signet Jewelers, about why AI represents retail’s “third major technology wave” and what retailers can learn from the ecommerce and mobile revolutions that came before it. Drawing on leadership experience across Best Buy, CVS Health, Staples, and now Signet Jewelers, Brian explains why the retailers that win with AI won’t simply use it to drive efficiency, but instead to create more human, personalized, and responsive customer experiences. The conversation explores how AI can help retailers better understand customer intent, empower frontline employees with richer information, and accelerate decision-making across the organization. Chris and Brian also discuss why traditional retail planning cycles may no longer move fast enough for the pace of AI innovation, how adaptive cross-functional operating models are becoming essential, and why testing, learning, and iteration will define the next generation of retail leaders. Throughout the conversation, one theme remains clear: AI may transform…

More episodes of Omni Talk Retail

Explore listener stats, chart rankings, contacts and more on the Omni Talk Retail podcast page.