Christophe Scarton

VP Omnichannel Consumer Experience Philip Morris International

Senior leader in Direct to Consumer sales, Customer Experience, CRM, Omnichannel Strategy, Digital Marketing and AI/GenAI, leveraging technologies to deliver meaningful and memorable consumers' experiences. Strong track record in terms of sales channel management both offline (brand retail, Indirect retail/B2B) and online (Ecommerce, marketplaces, customer care). Driven by the insights and the customer voice first. Passionate about innovation and entrepreneurship, strategist with a strong appetence for excellence in execution, agile operating model design and transformation.

Agenda Day 2

3:00 PM Fireside Chat How Can You Leverage CX To Change Consumer Behaviour?

To drive behaviour changes, you must first understand the journey your customers are on. Mapping this process reveals every interaction, or touchpoint, and identifies areas of friction or opportunity. So how do you change a consumer behaviour that is a very familiar behaviour and move them into a newly familiar behaviour - like changing a habit?

How do you demonstrate: a technological superiority, a fashion superiority and then provide them the incentive to try the product and maybe to move over? Hear the journey of one retailer as they capture the heart of the customer.

Check out the incredible speaker line-up to see who will be joining Christophe.

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