Courtney Graybill

Especially given the past year customers have had, it’s never been more important to design their experiences with them in mind. Data is collected from them during every interaction they have with a retailer, so it’s time to put that data to use and think customer first to create both the products and experiences that have them in mind across every channel and touchpoint. This involves strong teamwork & alignment across all business units as well as constant interation to take into account changing customer needs. Join this panel to hear our panelists discuss how they are: 

• Thinking holistically about the entire customer experience; looking at everything from your homepage to checkout  
• Using insights gleaned from UX programs to understand potential friction points across your channel; then taking that one step farther by anticipating your customers’ needs and designing experiences around them
• Getting tech and business teams to work together to provide a seamless digitized omni experience; fostering internal alignment between merchants, marketing, and digital and understanding every department has their own set of priorities
• Working through operational challenges (setting goals, working fast and efficiently, ensuring you have the right teams involved, being agile)
• Iterating and continually testing on omnichannel customer experiences 

Peter Housley, Chief Revenue Officer, Indochino

Courtney Graybill, Vice President, Personalization and Marketing Technology, Kohl’s

Josh Gabbe, Director, Direct to Consumer Americas, Burton Snowboards