Suri Mishra

Group Director of Omnichannel Insights & AI Acceleration Walmart

Agenda Day 1

11:35 AM Panel Discussion: Aligning Teams & Systems to Deliver a Consistent Brand Experience

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, lacklustre service and frustrated customers – so, how do you ensure teams move away from conflicting sales targets and towards shared CX outcomes?

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

• Centralizing customer data to enable consistent, personalized interactions and service across every touchpoint

• Implementing platforms that communicate across channels to prevent fragmented service

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

• How does data become your North Star to drive continuous improvement?

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

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