Celeste Risimini-Johnson

Chief Merchandise & Operations Officer Barnes & Noble College

Agenda Day 2

3:05 PM PANEL DISCUSSION – EXPANDING THE CUSTOMER JOURNEY: FROM MEETING NEEDS TO FINDING OPPORTUNITIES

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 panel discussion, 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 

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

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