NTT’s Retail Guide to the 2020 Customer Experience Benchmarking Report

Presented by

Ruth O Brien, Gerard Gooch, and Robin Joncheere

About this talk

Retail customer experience has taken on a new dimension in the overwhelming challenge of COVID-19. Retailers who seize this moment to innovate during this pandemic and anticipate how customers will change their purchasing habits, will build stronger relationships that will endure well beyond this crisis. It’s imperative for retailers to respond by providing a differentiated and personalized omnichannel customer experience, to ensure they remain connected to their customers business continuity. To meet these expectations, retailers need a clear, strategically designed and agile ecosystem for customer experience. Join NTT’s seasoned retail CX consultants as they unpack how retailers can remain connected to their customers during a climate of unprecedented change. They will unpack the latest retail insights from the 2020 Global Customer Experience Benchmarking Report, providing insight to delivering a personalized and effortless customer experience. Presenters: Ruth O Brien, Principal CX Consultant, NTT Ltd Gerard Gooch, Principal CX Consultant, NTT Ltd Robin Joncheere, Vice President: Go to Market, NTT Ltd

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