Beyond Convention: Workforce management strategies for seamless omnichannel CX

Jason Crawford, Senior Workforce Management Manager at a leading Outdoor Retailer discuss WFM optimization in the Contact Center

In this session, Jason Crawford, Senior Workforce Management Manager at a leading Outdoor Retailer, 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 Jason'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.