Resilient Retail. Powered By The Customer
Achieving Unified Commerce For A Future Beyond Meeting The Customer Where They Are
September 23-24 2025 | Hyatt Regency, Jersey City, New Jersey

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Celeste Risimini-Johnson

Chief Merchandise & Operations Officer Barnes & Noble College

Agenda Day 2

3:05 PM FIRESIDE CHAT – 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 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

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

Download The Latest Agenda

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