Khaled discusses Unilever’s experience in crisis management, with a particular focus on the Arab Spring crisis, and how effective customer management at this time can make the world of difference for loyal customers. 

Innovation through CX requires a transformational change throughout the organisation. However, legacy systems, lack of time, money and buy-in can all make this process incredibly difficult. Karl de Bruijn, IT Director at Cath Kidston, took the audience through the importance of working closely with the IT departments to ensure that a competitive customer experience strategy can actually be put together, without the barriers and shackles of Legacy systems hold you back.

Find out what’s working in retail and what’s not—according to consumers.   

Personalization is central to modern retail strategy, but retailers’ efforts don’t always align with the expectations of consumers.

Based on eTail’s 2020 Retail Consumer Survey, this guidebook evaluates the success of leading personalization efforts among consumers’ favorite retailers based on consumers’ personal experiences.

The report is jam-packed with insights you can use now. You’ll learn how to:

• Identify which personalization techniques will be most effective for your business.
• Spot and eliminate ineffective personalization efforts and processes.
• Implement methods and tools that build empathy and community with customers.
• Prepare your marketing teams for future consumer expectations.
• BONUS: Details about what data consumers want retailers to use, what matters most to them when making a purchase, and which personalization efforts they appreciate the most.

Don’t miss this research-based, six-step guide to consumer engagement in the new retail economy. Download your complimentary copy today >>