Customer's Journey through Your Digital Omnichannel

Available
on demand

Enhancing digital tools to streamline processes and improve customer experience

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Guest Speaker

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John Kinsella
Partner | Red Banks Consulting

John Kinsella is a 30+ year executive and advisor to high-profile retailers in creating differentiated customer experiences to increase customer loyalty and drive sustainable growth. John combines strategy development with omnichannel retail knowledge and industry best practices to ensure practical, effective solutions that incorporate the organization, processes and enhanced technology.

Most recently, John was Vice President, Customer Experience Design at Lowe’s Home Improvement, where he designed and implemented differentiated customer experiences across each omnichannel customer touchpoint to create competitive advantages. John has also held executive-level positions at Urban Outfitters, Williams-Sonoma, Banana Republic and Smith & Hawken.

Among John’s consulting clients are
Google • Home Depot • Anthropologie
Sur La Table • Arhaus • PetSmart • Nike
FullBeauty Brands • Cabela’s • Harry & David
Design Within Reach • Hallmark • Patagonia
Idahoan • rue21 • Black Diamond • Sundance
Toys "R" Us Canada • Balsam Brands

Agenda

Section
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1
Understand the customers’ changing expectations in the shopping journey
Section
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2
Design channels to meet their emotional and tactical shopping needs
Section
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3
Digital transformation of your technology, processes and culture
Section
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4
Prioritize enhancement investments based on ROI
SECTION
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5
Five step process for enhancing digital tools

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