How customer experience mapping will divide retail innovators and laggards

Innovation in retail. This year will be defining as the groundswell of customer focused thinking reaches implementation. This will create a significant divide between the innovators and the laggards. It’s make or break time.

Which side of the fence are you on?

Using channel neutral thinking, the talk will outline how the basis for delivering connected experience, the foundation for innovation in retail, rests in effective customer mapping – before even considering service design. It will look at the challenges of working channel-agnostic and bringing together different organisational departments to put aside their KPIs and think about the customer. The talk will prove that the first step to becoming a retail innovator is acknowledging that the customers needs come first and defining the experience toolkit that helps ask the right questions.

The talk is aimed at anyone using or implementing customer experience and service design across channels –brand, environment or product, to simplify the delivery process and make the product / brand relevant to today’s retail climate.

Presentation audio

Presentation