11 AM - 11:30 AM ET
KEYNOTE: Renewing Customer Relationships & Rebuilding Trust During a Time of Crisis
As the global pandemic swept the nation, brick and mortars were forced to close their doors – some forever. Although every industry has suffered from the Covid-19 outbreak, retail has been hit the hardest, leaving retail companies struggling to stay afloat and others forced to close. So how can the retail industry renew consumer relationships and rebuild trust during a time of crisis?
This keynote presentation will address:
Tony JohnsonFormer Customer Experience OfficerAramark
11:35 AM - 12:20 PM ET
PANEL DISCUSSION: Retail Vs. Covid – New Consumer Behaviors & Buying Habits
When stay at home orders were first enforced, individuals turned to online shopping and a full digital way of living. Fast forward six months and people are still hesitant to visit brick and mortar stores, proving digital is here to stay. Customer behaviors have shifted dramatically and CX professionals must evaluate new buying habits to understand their target audience.
Join this panel discussion, which will discuss:
Tracy KucharDirector of Partner & Customer ExperienceDesigner Appliances
Shannon SymallaVice President of Customer ExperienceParty City
Filippo LovottiHead Of User Experience, Customer Service TechZappos Family of Companies
Jennifer Lee-HarrisonVice President, Demand GenerationCarters Inc.
12:25 PM - 12:55 PM ET
THOUGHT LEADERSHIP: Traversing the Customer Experience Hierarchy
Keeping consumers happy builds loyalty. But is it really that simple? Can retailers address customer loyalty by focusing on a foundation of satisfactory interactions and transactions? The reality is that loyalty requires crossing a chasm that exists between customer satisfaction and a true relationship, supported by trust.
This thought leadership presentation will share:
Hosted by: Informatica
Monica MullenPrincipal Solutions Marketing Manager, Customer 360 SolutionsInformatica
1 PM - 1:30 PM ET
KEYNOTE: The Future of CX in Retail
What does the future look like? This has become an infamous question during the covid-era, but the truth is that no one knows. Certain brick and mortar stores such as grocery, pharmacy, and health food retailers are actually doing better than ever, but what about the rest? Retail, as we once knew it, may never be the same.
In this closing keynote, topics will include:
Andre PersaudExecutive Vice President, RetailRite Aid