Bennett Fox-Glassman

SVP, Customer Journey

Macy's

Bennett Fox-Glassman is the Senior Vice President of Customer Journey at Macy's, Inc. In this role, he is responsible for driving the organization's customer-centric strategy, inclusive of the brand's largest customer programs like personalization, the Macy's Star Rewards Loyalty program, and registry.
Bennett joined Macy's in 2013 and has held several positions in Strategy, Brand Experience, and Business Operations. In his most recent role, he was responsible for leading the company's Polaris Transformation - shaping the corporate strategy and overseeing enterprise-wide execution and performance management, specifically focused on driving a growth and change culture. Under his leadership, Polaris led to 7 consecutive quarters of outperformance.
Prior to Macy's, he worked in management consulting for Katzenbach Partners and Booz & Company. Bennett holds a Bachelor's degree in Economics from Princeton University and a Master's in Business Administration, with distinction, from the Kellogg School of Management at Northwesten University.

Speaking in:

Tuesday Jan 16th

2:00pm - 2:30pm

Expo, Level 3, Expo Stage 4

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

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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