Mel Lim

Aspiration and joyful satisfaction are intrinsic drives. They are the common denominators of all effort, beginning with design and extending to the Customer Experience (CX) and User Experience (UX). What is created externally mirrors what is happening internally (CULTURE). To understand the whole requires learning to engage in internal empathic and external communications across cultures, teams, clients, and customers, through quantitative and qualitative data. This “practice” provides validation, adds to ideation, and forges strategies for building brand value and advocacy.

3. Payments In An Omnichannel World: Executing And Optimizing For The Ideal Customer Journey

Tommy Bush, SVP Business Development, Adyen

The lines between in-store, online and mobile purchases have officially blurred;yet many retailers still use separate systems across different channels. In this roundtable, participants will discuss and share their own omnichannel use cases, the complexities involved, and how to impact the customer journey and their bottom lines.

4. International Growth: Engaging The Global High-End Consumer Through Digital Experiences
Justin Dignelli, Director of Sales, Smartling

With the emergence of global economies, this has resulted in a spread of wealth across the world, an increased appetite of luxury products and experiences, and the rise of the global luxury buyer. Offering an end to end experience for all consumers, not just English-only speaking consumers, can pose a real challenge to luxury brands. Join our discussion to learn how global brands quickly deploy native language experiences digitally to capture more and more of this growing and lucrative market.

5. The Effects Of Scheduling On Employee Productivity
David Farquhar, CEO, Workplace

Workplace has partnered with Harvard Researchers Ethan Bernstein, Saravanan Kesavan and Bradley Staats to assess how more intelligent scheduling should be deployed to build schedules that are fair to workers while still driving revenue targets for business. David will present the research team’s findings, including key takeaways that retailers may use in their businesses immediately to see quick gains through improved scheduling practices.

6. Empowering Store Associates To Grow Your Business Through Mobile-Assisted Clienteling
Mark Steele, EVP, Tulip Retail

Mobile devices have completely changed the average consumer’s shopping habits, and empowered them throughout the shopping process.

Despite that, more than 90% of all retail sales still happens in a store. How are consumer expectations of retail stores different in light of this mobile invasion?

Analysts tell us that in fact the majority of these offline sales are digitally-influenced and represent more than $1 trillion of absolute sales volume. Shoppers are more educated than ever on their intended purchases, placing high expectations on the service they receive during store visits and are never without a mobile device to get more information.

Retailers have been slow to even the playing field and are falling behind in the information arms race. Some retailers have tested iPads in their stores but results have been mixed and there is much more learning to do. Still others have found meaningful ROI and have planned follow-on investments to their mobile deployment.

Join this roundtable as we share our goals, KPIs and war stories in the good fight to bringing necessary technology to modernize the retail sales floor.