Lewis Day

Customer Strategy & Value Proposition Director Currys Plc.

Agenda Day 2

12:35 PM THINK TANK: Aligning Digital & Retail Teams to Eliminate Friction & Create a Consistent, Connected Brand Experience

Customers don’t think in channels, they think in brands. Yet many retailers still operate with siloed digital and store teams, each driven by their own KPIs and disconnected priorities.

This results in a fragmented experience and frustrated customers, especially when teams are measured on conflicting sales targets rather than shared CX outcomes.

• Removing sales-driven competition between retail and online teams to ensure the customer is prioritised over revenue targets

• Encouraging the sharing of data between teams to ensure sales are not lost due to siloed information

• Designing journeys that act as one brand instead of two competing channels to increase customer satisfaction across the board

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

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