Event Theme

Luxury brands closing the digital gap: How to mirror in-store customer experience online

29th May 2019, New York

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Location: The National 

Synopsis

Should Luxury Brands deploy AI or provide red carpet service?

Luxury customers expect high-end, high-touch customer service throughout every part of their customer journey. Which means that for luxury retailers, mirroring the brick-and-mortar customer experience online is a must.

Top luxury brands are already offering live service in their online stores, but many retailers are challenged with live chat because of the cost to resource it. AI technology may hold the key.

A data-driven, AI-enabled approach can target specific behaviors that indicate a customer might be struggling with a pre-sales conversion or a post-sales issue and offer live chat to those specific customers only. You can provide online agents with the same set of data points their counterparts in a physical store might have – for example: what the customer is looking at, basket value, and previous purchases.

Can you introduce AI to your customer service offering while minimizing time to value and avoiding customer friction? Can you create an equal emotional connection with your customer online as instore? What does the future of eCommerce look like?

We’re dedicating one unique evening to discussing this vital subject.

Join Powerfront and a select group of retail industry marketing, operations and technology thought leaders for an evening of conversation and idea sharing. We will discuss the ingredients that make up a great customer experience strategy, explore a roadmap to seamless omnichannel engagement for luxury brands, and identify how industry leaders are leveraging AI.

Agenda

6:00 – 6:45 pm – Welcome Drinks Reception
6:45 – 6:55 pm – Introduction from Master of Ceremonies
6:55 – 7:30 pm – Keynote Speakers
7:30 – 9:30 pm – Three-course dinner complemented with table discussion points
9:30 – 10:00 pm – Wrap up and closing remarks

Discussion Topics

  • Delivering your Brand Promise in the Digital Environment
  • Leveraging Chatbots without Creating Customer Friction
  • Targeting the Right Customer at the Right Time

Keynote Speaker

scott-emmons_neiman-marcus-group

Scott Emmons, Chief Technology Officer at Current Global

Scott Emmons comes from the Neiman Marcus Group, where he founded and built the innovation lab (iLab) in 2012, using it as a basis to elevate technology innovation to be a core value at the company. Scott was responsible for evaluating, designing, testing and piloting cutting-edge technologies and applications for luxury retail. Today, he brings his expertise in innovation to the role of Chief Technology Officer at the Current Global, where he oversees an ever-expanding ecosystem of startups and tech partners from around the world, managing their integration with brand and retail clients across fashion, beauty and tech.

Esteemed Panelists

Behzad Soltani, Chief Digital Officer at Movado Group
Shanelle Willson, VP of Operations at Powerfront
Geoff Henderson, Senior Product Manager of Digital Business Operations at Sophora

 

About Powerfront

INSIDE by Powerfront is an AI-powered live chat and messaging solution that utilizes visualization to help businesses connect with their customers.

 

Watch how INSIDE transformed Neiman Marcus’s digital business

 

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Location

New York

New York

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