There is an easy litmus test for the brand or retail that is “leading,” thriving where competitors struggle. They are always able to be where their customer wants and expects them to be, offering the best product or service, tailored for each customer interaction. They listen and react to what the customer is telling them. There is a wealth of experiential data in the ecosystem, but only a small percentage of retailers and brands are mining this data effectively, and even fewer are turning insights from the data into action plans across their ecosystem. In this keynote, we’ll share insights on how brands and retailers create more memorable moments for their customers by connecting the “X” and the “O” of experience management.
