AI × Human Experience
I’m Kirill Naumov. I help retail and service businesses connect AI adoption, customer experience and the way teams work.
LIVE ONLINE · 07 NOV 2026
Sales. Learning. Loyalty. Your own AI products. Four hours to move from “interesting” to “here’s what we’ll test”.
$299participation fee
Explore the workshop ↗
WITH KIRILL NAUMOVAbout
Kirill Naumov is an international consultant, entrepreneur, keynote speaker and AI integrator. He brings 16 years of work across retail, construction, hospitality and service businesses, including 11 years at Apple, where commercial performance, people and customer experience meet. Today, he helps leaders build the operating systems that make AI adoption useful, credible and human.
For seven years, he taught marketing and sales to MBA participants specialising in business management. He has taught over 15,000 learners worldwide.
He also won a scholarship to study on the Showrunner programme at film school.
Start with your business.
Find where AI can help your business, what to test first and how to measure the result.
Where customers leave, teams lose time and the business loses a sale.
Three priorities for your business, not a list of fashionable AI tools.
What to try first and which measures will tell us whether it helps.
$500 / one working session
Business problems
Map the wait, handoffs and unanswered questions. Test arrival-aware service or staff assistance at the busiest point.
Measure: waiting time · abandonment · conversion
Use consent-based service preferences and relevant follow-up to make the next visit easier. Keep a person available when judgement matters.
Measure: repeat purchase rate · time to next visit
Put assistance inside an existing workflow, clarify when to hand over to a person and test it with the frontline team.
Measure: handling time · adoption · service quality
These are opportunities to test, not promised results. We agree the baseline, pilot scope and success criteria before implementation.
On stage. With teams. In conversation.
Marketing, sales, customer experience and gamification — in classrooms, at conferences and in working sessions.
Speaking and photographs →
From demonstration to understanding
Show it, discuss it, try it. This principle connects my teaching experience with the work I do with teams today.
Areas of practice
Retail AI consulting for commercial and operations leaders: identify where AI can genuinely help in team workflows, customer service or operations, then start with one measurable pilot.
Explore the approach →
I help retail leaders and HR teams connect sales training to real frontline situations: discovery, demonstration, customer uncertainty and the next step.
Explore the approach →
Working sessions for leaders who need to understand AI’s capabilities, choose priorities and agree on responsible ways of using it at work.
Explore the approach →Across languages
Consulting and training in English and Russian. Online delivery; on-site work can be discussed for your team.
For retail networks, service organisations and distributed teams seeking English-language support.
Service coverage, not office locations.Engagements
Start with one business problem. Identify three priorities and the first hypothesis worth testing.
Design human–AI ways of working that teams can actually adopt and leaders can measure.
Turn strategy into confidence, language and behaviour on the frontline.
Selected experience
Brands and organisations Kirill has supported across commercial performance, training and customer experience.
“The companies that win in the AI era will not be the most automated. They will be the most human.”
Expertise
Frequently asked
Kirill Naumov is an international AI integration consultant and speaker. His work connects AI adoption, customer experience, sales psychology and leadership.
HXOS™ is Kirill’s Human Experience Operating System: a practical way to design human–AI ways of working that teams can adopt and leaders can measure.
The work is designed for leaders in retail, luxury, hospitality and service businesses who need AI to improve commercial performance without losing trust or human judgement.
A 45-minute diagnostic clarifies the highest-value opportunity. You leave with three concrete AI and human-experience moves to prioritise next.
The 45-minute diagnostic is $500. Follow-on implementation is scoped separately.
Engagements range from an AI and Human Experience Diagnostic to an HXOS™ integration programme and leadership or frontline workshops.
Kirill works internationally in English and Russian with leadership teams and customer-facing organisations.
The focus is on removing friction, improving customer and team experience, building adoption confidence and connecting change to commercial measures.
Start with a diagnostic conversation. Share the business challenge, the customer moment or the AI initiative that needs to become useful.
Client work
Corporate workshops, retail loyalty and leadership learning.
Corporate workshop · Gamification
A workshop on gamification and the design of staff motivation at points of sale.
Challenge and approach →Retail · Loyalty programme
A webinar on gamification and loyalty programme tools for furniture retailer Lazurit.
Challenge and approach →MBA in Business Management
Marketing, sales and gamification taught to MBA students through practical seminars.
Challenge and approach →Participant perspectives
«The world we live in is full of examples of gamification. Kirill helped us see them differently, understand them and consider how they could apply to company processes.»
«Informative, engaging and relevant, with an excellent combination of theory and practical tasks.»
«The topic is new to our market, and Kirill covers it very well — naturally using gamification during the training itself.»
Excerpts from the Naumov Consulting Group archive, translated from Russian. Roles are shown as recorded at the time of the testimonial.
Ideas you can picture
IKEA · Independent concept
From browsing furniture to making choices around real life.
Read the essay →
Dyson · Independent concept
Making ownership easier, long after the first day.
Read the essay →
LEGO · Independent concept
Offer a direction. Leave the joy of discovery to the person.
Read the essay →Independent editorial explorations, not commissioned projects or implementation results.
Photos are cropped for display; LEGO is also resized. The LEGO image and its adaptations are licensed CC BY-SA 2.0.
Practical thinking
A practical guide to using AI in retail media while distinguishing attributed sales from genuine incremental impact.
Read the guide →Choose a bounded use case, establish a baseline and test whether AI actually helps employees and customers.
Read the guide →Measure transfer to work, manager reinforcement and commercial outcomes without confusing correlation with impact.
Read the guide →Distinguish skill gaps from workflow, trust and access problems when introducing AI at work.
Read the guide →Diagnose post-consultation drop-off: uncertainty, stock, queues and unclear handovers before prescribing sales training.
Read the guide →A practical framework for retail personalisation with AI: relevant signals, visible customer value, consent and meaningful measures.
Read the guide →A practical guide to AI translation for retail teams: choose the right use cases, protect product and policy meaning, and keep human support within reach.
Read the guide →A practical framework for AI in retail marketing: connect campaigns to availability, customer context and measurable business outcomes.
Read the guide →A practical guide to testing whether AI-selected loyalty offers change customer behaviour and create incremental value for a retailer.
Read the guide →A practical guide to using AI in retail returns and service recovery while keeping policy decisions and customer care accountable to people.
Read the guide →A responsible approach to retail loss analytics: start with a specific process problem, verify alerts and keep consequential decisions with people.
Read the guide →A practical guide to AI-assisted construction document search, revision control and accountable project decisions.
Read the guide →A practical guide to using AI in restaurant operations—from sales and menu questions to carefully controlled actions on inventory and staffing.
Read the guide →Starbucks Tomorrow
An independent concept for a better customer experience.
Not commissioned by Starbucks. Impact needs validation; these are not implementation results.
Start with a clear next move
A 45-minute diagnostic for retail, luxury and service leaders. You leave with three practical priorities—not a generic deck.
Start a conversation
Start with the challenge, not a ready-made list of tools.
Discuss a diagnostic →
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