As customer expectations evolve, Patagonia is reimagining workforce management by integrating omnichannel strategies that enhance human interaction. With a strong commitment to its "Not Bound By Convention" (NBBC) mindset, Patagonia is balancing CX demand during seasonal sales while optimizing employee time in alignment with its organizational values.

In this session, Jason Crawford, Senior Workforce Management Manager at Patagonia, will explore how the brand is leveraging data, analytics, and technology to gain a single view of the customer, enhance predictive capabilities, and drive a seamless employee and customer experience (EX & CX). Learn how Patagonia’s innovative approach fosters a workforce strategy that not only meets demand but also strengthens its brand ethos.

Key Discussion Points:

• Omnichannel Integration & Human Interaction – Aligning digital and human touchpoints for a unified CX approach.
• CX Demand & Seasonal Sales – Adapting workforce management to peak sales cycles while maintaining service excellence.
• The "Not Bound By Convention" Approach – How Patagonia optimizes employee time to balance efficiency with organizational values.
• Data & Tech as Enablers – Unlocking deeper customer insights to refine predictions, profiling, and personalized engagement.
• EX & CX Linearity – Creating a workforce strategy that strengthens both employee experience and customer satisfaction.