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Return on Experience: Delivering Exceptional Customer Experience Starts with the Workforce

In-store customer experience is the opportunity for retailers to differentiate from pure e-commerce channels. To succeed with delivering an awesome customer experience, the in-store workforce needs to be engaged and living its own positive employee experience. The workers need to be more knowledgeable about products than the customers and must have access to the most up-to-date content and information. Providing employees with a robust and engaging digital platform that is accessible on any device gives them the ability to stay informed and create a memorable (and positive) in-store experience for customers. In this session, we will explore the link between an engaged and knowledgeable workforce, customer experience, and in-store revenue, which we call the “return on experience.”

Key Business Benefits:

  • Improved customer experience
  • Improved employee experience
  • Reduced employee turnover and speed of onboarding
Track 3: Customer Experience
  • Autumn Krauss Ph.D.
    Principal Scientist, Human Capital Management Research, SAP