Retail CX:
Today’s fast-growing retail businesses are pressed to support customers wherever they are with immediate and personalized experiences. Digital transformation has accelerated and is showing no signs of slowing down. CX is emerging as the new battleground for loyalty and share of wallet. As a result, many organizations are working to unify their customer journeys to deliver consistent and personalized experiences.
To transform, brands and retailers are looking for digital-first technology solutions that are right-sized for today’s customers and flexible for tomorrow’s uncertainties.
This session will address:
A roadmap for CX maturity;
How to create customer delight at scale with bots and AI; and
Colin Crowley
CX Advisor
Freshworks
Colin has spent over 12 years managing global customer experience organizations and promoting technological change-making. He specializes in building customer service departments from the ground up with a focus on scalability, agility, innovation, and quality. Previously, he has held leadership roles in organizations like TicketNetwork, Freshly, and Albert. He is also an award-winning playwright whose plays have been performed across the US & UK.
Alicia Esposito
VP Content
Retail TouchPoints
Alicia Esposito is VP of Content for G3 Communications’ family of brands, including Demand Gen Report, Content4Demand and Retail TouchPoints. In her role, she oversees the content and editorial strategy of these brands across all properties, including events. She also helps company partners and clients with their content strategy and creation efforts, and has a passion for crafting immersive and relevant content experiences using new approaches to storytelling, interactive formats, influencers and more.
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