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Humans are back: Why companies are putting a premium on the human element in the digital age

Sunday, January 12
2:45pm
–3:15pm
Kustomer Stage, Hall E, Level 1
Humans are back: Why companies are putting a premium on the human element in the digital age

Customer service is broken. Instead of forging better human-to-human connections, companies are using tech to build walls with customers. But the brands consistently breaking through today have put a premium back on the human element. Whether providing expert guidance or solving an in-the-moment need, savvy companies are re-investing in their people and creating new ways to connect with their customers to deliver superior customer experiences that cannot be automated.


In this session, Olivier Blayac, the General Manager of Color&Co, will outline how the new DTC brand from L’Oréal’s incubator is helping upgrade the at-home hair coloring experience with a platform that offers live video consultations with a professional colorist to create a custom formula that is sent directly to their door, using digital tools to bring the high-touch salon experience to consumers at home.

Piers Fawkes, Founder and President of retail and CX innovation consultancy PSFK, will speak about the next decade of customer experience, providing retailers with a strategic roadmap enabling them to play to, meet with, expect, serve and reward each of their customers as retail enters the age of Personal Utility.

Curated in collaboration with:

Olivier Blayac
General Manager
Color&Co by L'Oreal
@ColorandCo_
Piers Fawkes
Founder and President
PSFK