january, 2021

19jan11:35 AM12:00 PMSpeed Runs - Delivering Omni-Channel Customer Service Excellence through Outcome Based Digital Customer Transformation11:35 AM - 12:00 PM Rockstar Insights: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company Rockstar Insights: Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

Event Details

In these dynamic times for customer engagement, we must ensure a legacy of leadership in service, quality and style continues in the current environment retailers face. HBC fully embraced a ‘Client First’ approach and sought ways to dramatically improve their cost model and improve client service drive preference and loyalty.

Key Take Aways:

    • Insight on how to transform the customer experience without incremental budget
    • Proven methods to hold 3rd parties financially accountable for outcomes
    • An understanding of the cultural complexity of a CX first transformation

Time

(Tuesday) 11:35 AM - 12:00 PM

Rockstar Insights

Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company

Speaker Link

Rockstar Insights

Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

Speaker Link

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