eTail Virtual Summit & Expo 2021

June 29 - July 01, 2021

Online (ET)

Courtney Graybill, VP, Personalization and Marketing Technology at Kohl's
Kohl's Logo

Courtney Graybill


VP, Personalization and Marketing Technology
Kohl's

Check out the incredible speaker line-up to see who will be joining Courtney.

Download The Latest Agenda

Day Two – Wednesday, June 30, 2021

Wednesday, June 30th, 2021


11:55 AM KEYNOTE PANEL DISCUSSION: Thinking Customer First, Not Channel First: Designing Customer Centric Omnichannel Experiences

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