Laura Prideaux

Director, Retail Performance David Yurman

Agenda Day 1

2:40 PM Panel Discussion: Empowering Frontline Teams with the Right Tools & Training to Achieve Service Quality Excellence

As frontline roles grow more demanding and customer expectations continue to rise, physical store teams need tools and training that can reduce strain whilst elevating the service they can deliver.

Join this session to learn tried and tested techniques for building a robust framework to ensure an empowered frontline of supported, informed, equipped and trained staff.

• Identifying key pain points for frontline teams to decide which tools would be most beneficial to their service delivery and guarantee engagement

• Rethinking the KPI structure of frontline teams to ensure CX is a priority, rather than an afterthought

• Integrating AI-driven tools thoughtfully to ensure frontline teams are not overwhelmed by the evolving tech stack

• Driving associate productivity in-store through AI-powered tools such as associate copilots, assisted selling, endless aisle capabilities, task prioritization and real-time inventory lookup

• Creating a consistent, always-on service layer across channels so that customers can always access the same reliable information

• Developing a robust hiring, development and incentivization plan that ensures adoption of processes and tools across your frontline

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

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