Personalization at Scale: How Macy’s is driving customer experience transformation

January 16
2:00 pm2:30 pm
Expo, Level 3, Expo Stage 4
Macy's, the world-renowned department store, is transforming its customers’ experiences through hyper-personalized and connected journeys that drive profitable growth, brand love, and loyalty.  As an early adopter of digital transformation, Macy's has invested to gain deeper real-time insights into customer preferences and behaviors.  The session will highlight Macy's evolution in enabling Personalization at Scale, best practices, key capabilities, use cases that drove value, and how they gained adoption across the enterprise.  Learn how Bennett Fox-Glassman, Macy’s SVP Customer Journey, has spearheaded the transformation and change management of the personalization work in a fireside chat with Olivia Kwon Best, Adobe’s Digital Strategy Group GM for Retail and Consumer Goods.   

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