"Mastering the Omnichannel Customer Journey from First Click to Lasting Brand Loyalty"
Wednesday, February 25 | 1:05 PM - 1:30 PM
From the initial discovery phase to the ultimate goal of loyalty, each stage of the customer journey presents opportunities for engagement, conversion, and retention. Any friction your customer faces along the journey could be a sign for them to exit the expressway on the path to purchase. During this keynote panel, our group of retail veterans will explore the complexities of navigating the full customer journey, discussing strategies for optimizing touchpoints, addressing pain points, and fostering loyalty through personalized experiences that resonate with diverse customer needs and expectations, as well as:
- Mapping and analyzing shifting customer behaviors across physical, digital, and hybrid channels
- Integrating data and technology platforms to deliver seamless, personalized experiences
- Coordinating inventory, fulfillment, and customer service operations
- Continuously testing and refining channel strategies to stay agile and responsive