Humanizing the Customer Experience in the Digital Age

With the evolution of technology, retail marketers are introducing new ways to enhance the digital shopping experience but are losing human interaction in the process. In this session, marketers are challenged to explore what it means to be consumer-focused in an age where check-out free convenience out ways socialization but the need for customer service remains. The balance between digital progression and peer-to-peer engagement will be defined. After this session, you’ll be able to:

• Understand current consumer expectations and apply those learnings to the digital shopping experience
• Understand why peer-to-peer engagement is vital to the progression of digital marketing
• Bring a tactical approach to creating customer-centricity across digital platforms
• Use analytics to personalize the customer decision journey