Creating a 360° Customer Experience across all Touch Points
Monday, February 17
16:20 pm–16:40 pm
Omnichannel Stage, Hall 6 I 03
In this presentation, you will find out how customer behavior is changing and how the focus on customer experience in retail has an impact on driving operational excellence and efficiencies. You will get an overview of how to understand and improve the customers’ journey along various touchpoints in an omnichannel environment. Based on the concept of a Customer Experience test lab in a retail environment we will showcase how you can identify the key sources of friction points but also customer Wow-moments during the customer journey so that your organization can reach its objectives successfully. Whilst friction points are the enemy of the modern retail industry, matching up with the customer’s expectations and keeping the operational efficiency at the same time is another challenge for companies. With concrete examples, we illustrate how you can design an effective customer-centric experience that meets consumer expectations and creates customer satisfaction in a competitive marketplace. Learn how retailers can optimize and improve their omnichannel strategy with real-time customer feedback data as part of their key performance indicators. Our results will show how the integration of real-time feedback management is a determining factor for retailers to increase their store revenue and efficiencies.
Alexa von Busse
Alexa v. Busse has a degree in business administration and worked for twelve years as a business, sports and travel journalist for various media. For ten years she has also been on stage as a presenter and has thematically accompanied the development of automation and digitalization. Today, she mainly presents live, specialist conferences, symposia, trade fairs, after-work events or gala evenings.
HappyOrNot Ltd, Customer Experience Officer (CXO)
Kirsti Laasio is a Customer Experience Management Executive with extensive international experience in building brands, leading cross-functional teams and managing product portfolios for technology brands, consumer electronics, mobile services, and operators. Kirsti has proven track record in leading successfully customer journey mapping, developing superior customer experiences and transforming organizations to be more customer-centric.
Read more about our presentation on the EuroShop website here.