12apr9:30 AMSuccess Story – Determining and Measuring Outcomes for Impact!9:30 AM
Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company
Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company
In these dynamic times for customer engagement, we must ensure we leverage the customer metrics that matter most. Unfortunately, data alone won’t drive the transformation required to win and often
In these dynamic times for customer engagement, we must ensure we leverage the customer metrics that matter most. Unfortunately, data alone won’t drive the transformation required to win and often can generate an environment that supports conflicting priorities. Embracing a ‘client-first’ metrics-driven approach enabled HBC to dramatically improve quality and costs to expand a legacy of service, quality, and style in today’s retail environment.
Key Take Aways:
(Monday) 9:30 AM
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