The H&M Group is one of the world’s leading fashion companies having expanded their reach in the past few years with now around 5,000 stores in over 50 countries. Based in Stockholm, Sweden, H&M are constantly looking into new innovative strategies to retain and gain customers in order to grow their brand and reputation as a leading fashion retailer. In 2018, H&M ranked 2nd in the UK in the Retail Week Indicator, which assesses ranks retailers based off marketing, logistics and customer services, cross-channel and e-commerce. Ranking 2nd behind Amazon, H&M has innovated new tools that engage customers, and offer a seamless shopping experience online and offline. In this workshop, Martin Kamphav will break down H&M’s processes to creating a seamless CX environment and discuss how they have utilised 21st century technology to innovate customer engagement practices.
Cathay Pacific regularly performs amongst the best airlines in the world. Based out of Hong Kong, Cathay Pacific internationally employs over 30,000 people and operationally functions passenger and cargo services to over 200 destinations across Asia, North America, Australia, Europe and Africa. This workshop will break down for attendees how to strategically strategise methods to restructure your operational environment and prioritise CX implementation across all business units, with particular discussion on doing so in a complex operational environment.
This workshop will break down the steps to understand customers data through behavioral analytics and insights, to create a frictionless experience that can be distributed across the entire business, and remain competitive in the market.