With almost 5000 stores worldwide, H&M Group are leading the charge when it comes to attracting, engaging and retaining customers in the 21st century. In a world where customers have lower loyalty rates, H&M have innovated new techniques such as Digital ID profiles, connected payment methods, and Omni Channel platforms, to which they can maintain digital market relevancy and use customer data to trigger personalised information for customers based off movements and shopping behaviour. Martin Kamphav will present on how H&M are paving the way for innovation in the retail space, and their plans for growing their advancements in the APAC region.
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.