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How To Fail... At Customer Experience. Pragmatic Perspectives From A Global Panel

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How To Fail... At Customer Experience. Pragmatic Perspectives From A Global Panel

25 Mar 2020
Track One
Digital Collaborators , Store Superheroes , Customer Champions

Inspired by Elizabeth Day’s hit podcast, Dawn, MD of This Place, will quiz a diverse panel on their biggest failures and what they’ve learned from them in creating leading customer experiences. With perspectives from across the globe, as well as a range of business areas, expect to leave with pragmatic insights on everything from creating compelling customer propositions to building the team and technology to enable them.  

Key discussion points will include:

  • Rethinking the role of the store - applying a digital product mindset to put the customer first and constantly test, learn and iterate.
  • The return of the retail app - considering how the humble app is making a resurgence in solving for key points of friction between physical and digital experience.
  • The future of e-commerce - a look at how online experiences are being redefined to reflect the physical, and how the role of emerging technologies like voice, AR and live streaming will continue to disrupt the core e-commerce experience.
Speakers
Kunal Mukherjee-Chakraborty, Global Vice President and Chief Digital & Customer Experience Officer - GrandVision NV
Dawn McKerracher, Managing Director - This Place
Lina Mamut, Product Manager - Ahold Delhaize USA

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