Customer Experience

It is estimated that the Chinese should account for 50% of worldwide luxury purchases by 2025. Luxury brands are seizing the opportunity to tap into this market. In this session, Hilary Milnes from Vogue Business will talk with Rodrigo Bazan, CEO of pioneering fashion brand Thom Browne and Christina Fontana of Alibaba, sharing insight into how they are partnering to design unforgettable and elevated luxury shopping experiences.

Customers return more than $1 trillion in merchandise annually. …And then what happens?  Join us as the experts explore returns management across the spectrum, including the challenges of handling product that is pushed back through the supply chain and how reverse logistics is emerging as the cornerstone of the circular economy.

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GDR Creative Intelligence CEO, Kate Ancketill will deliver inspirational insights from the world’s most resilient retailers. Analyzing the common factors behind these successful business models, Kate will share GDR's predictions of where we’re headed over the coming years.

Please note: Members of the media may take notes but may not record audio or video in this session.

Shopper preferences are constantly evolving - from expectations around shopping and fulfillment to personalization and DE&I initiatives. Join Kantar's Rachel Dalton and The Walt Disney Company's Stephanie Young as they explore the opportunities to better engage shoppers and drive loyalty globally through elevated experiences, story-driven moments and new platforms and ecosystems.

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New York City hosts the opening of many incredible new retail environments each year, and despite global challenges 2020 and 2021 were no exception. Please join the Retail Design Institute’s Cynthia Hirsch Ortiz as she presents some exceptional experiences and enhanced features on a curated, virtual tour of store openings over the last two years. We seek to inspire each of you to physically visit these “must see" spaces as you walk the city of New York.  

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Emma Chiu, Intelligence Director at Wunderman Thompson explains how immersive internet will shape our future and what opportunities it holds for brands.

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Facebook reported a 35 percent increase in the third quarter over the previous year. Meanwhile retailers continue to struggle to understand the real value of social media marketing, and spend more—just to maintain their position. Find out why organizations lack the fundamentals of customer engagement and what they should do differently to utilize data to ignite digital strategies that drive profitability by winning over the customer.

Five to ten years of online growth in only months, evolving supply chain challenges, and new unprecedented headwinds such as labor shortages - the COVID-19 pandemic has fundamentally changed the grocery landscape. During this session, Sajal Kohli, Global Lead for McKinsey’s Retail and Consumer Packaged Goods Practice, will identify trends in the grocery space and opportunities for grocers to win a higher share of stomach and compete effectively in the future.

The future of ecommerce is fast. How fast?  How about between 20 minutes and two hours. The pandemic has accelerated a shift in consumers’ expectations of immediacy to the point where many now view two-day delivery as unacceptably slow. Enter Ohi, a next generation instant commerce platform that is working with DTC brands to improve the post-purchase experience and increase conversion rates and repeat purchases. What is the ROI of instant commerce, and will the trend stick?

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Physical retail has been blown into a thousand methodologies by the convergence of accelerated technologies and the underestimated effect of the Work-from-Home phenomenon. WD asked thousands of consumers across the spectrum to divulge their new preferences; where they will shop, how they will shop, and what version of physical shopping is most attractive to them given the fluid state of retail. Lee Peterson, EVP of Thought Leadership at WD, will explore current research results and recommend actions from these and other studies done during the last two years.

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Jason Sigala Director of Events & Experiences The Avon Company and Brian Beitler CMO of QVC US and HSN will be sharing insight with Deborah Weinswig at Coresight Research into how they are embracing the latest innovations in livestream commerce to help transform the shopping experience, by blending entertainment with instant purchasing.

One of the most coveted marketing buzzwords is ‘community’. Brands that have managed to create a community of loyal followers who not only buy their products, but act as ambassadors – even evangelists –  have a distinct edge over competitors. How do brands balance content, community and commerce to flourish?

2022 shows promise of a strengthening economy and healthy consumer spending with pent-up demand for goods and services. Positioning an organization to effectively leverage positive economic factors and a strong consumer still takes vision and a sense of staying true to the organization's mission given an increasingly level retail playing field. In three successive fireside chats, attendees will hear from influential female leaders who continue to steward their organizations with a combination of agility and a vision for growth to rule their domains.

In the opening discussion, WW International president and CEO Mindy Grossman will share her vision positively impacting the health and wellness industry with community, connection and personalization at scale.