CX and operations leaders are both driven by the goal of enabling smooth, seamless services. While operations focus on efficiency and streamlining processes, CX leaders understand that those very processes directly impact the customer’s journey. When operational delivery doesn’t meet expectations, the result is a frustrated customer and a damaged experience.

Learn how to most effectively elevate service standards based on customer sentiment to improve efficiency and satisfaction, ultimately delivering better results for both the customer and business. 

Maurice Edwards

Executive Vice President of Operations
Gardner-White Furniture and Mattress

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As physical retail continues to evolve alongside rising digital engagement, brands are reimagining the role of the store. While some invest in immersive, high-impact brand moments to drive engagement and awareness, others are reinforcing the everyday store experience, using technologies such as AI to empower associates, personalize in- store interactions and elevate the longer-lasting physical experience.

In this cross-perspective fireside chat, experts will discuss:

• How AI is enhancing the human element of retail through more informed, responsive in-store experiences
• The role of experiential retail in creating emotional connections with customers
• Balancing novelty and consistency for a modern, future-fit physical retail strategy 

Bree Richmond

Vice President, Retail
Good American

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Jennifer Ferrando

Senior Vice President, Global Retail Operations
MillerKnoll

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Customers expect personalized experiences that cater to their unique preferences and behaviors. To deliver these experiences, businesses must ensure they are collecting the right data and leverage effectively, enhancing both engagement and revenue opportunities.

In this think tank, participants will discuss:

• The lifecycle of data for personalization: from relevant and accessible customer data to meaningful measurement
• Balancing hyper-personalization with customer trust
• Scaling personalized experiences to consistently drive engagement and drive loyalty 

Orsi Jojart

Senior Director CRM and Lifecycle Personalization Strategy
Macy's

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For the future of customer experience, businesses must go beyond just meeting customer expectations and needs and towards discovering untapped opportunities to deepen engagement and loyalty. Rather than reacting to customer’s needs, forward- thinking businesses are proactively identifying areas where they can surprise and delight, offering products, services and experiences that customers didn’t even know they wanted.

In this fireside chat, leaders discuss ways in which they seek to go above and beyond for their customers:

• Uncover untapped product opportunities that drive bigger shares of wallet
• Going beyond products to offer services that forge deeper connections
• Delivering ongoing value that keep customers coming back 

Celeste Risimini-Johnson

Chief Merchandise & Operations Officer
Barnes & Noble College

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Customers don’t experience brands in channels, rather, they experience brands as a whole. With the same level of service, ease and personalization, they expect brands to meet them where they are. For retail organizations, delivering consistent and high- quality experiences across all channels is no small task.

In this closing panel discussion, learn how leading retailers are reimagining the customer journey end-to-end. Through connected systems and channels built around the customer, organizations can reduce friction, increase loyalty and meet ever- evolving expectations. 

Neha Kovach

Global Head - Omni channel CRM , CX, Clienteling & Data Insights
David Yurman

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