In today’s rapidly evolving retail landscape, uncertainties are bound to happen. Consumer behavior constantly shifts, and retailers must adapt quickly to stay ahead. In such times, it becomes crucial for retailers to harness meaningful insights within their control to deliver exceptional service experiences. 

During this fireside chat with Brian Dennis, Global Head of Retail at TruRating, and Mohamed Latib, Founder and CEO of CX University, viewers gained valuable insights into the importance of the customer feedback loop and its role in driving business success. 

Key Takeaways: 

• Democratizing insights is a MUST in retail – Measuring ‘what matters’ is critical 

• Affirm the personalization of customer engagement 

• Put the effort towards those things that you can control and influence 

• Align the entire business on organizational priorities 

• Develop the ‘right’ questions that lead to actions that drive sales 

In an era of uncertainty, retailers must prioritize customer feedback to drive business success. By understanding their customers’ needs, preferences, and sentiments, retailers can develop personalized experiences that foster loyalty and satisfaction. The valuable insights gained from customer feedback enable retailers to adapt their strategies, refine their offerings, and stay ahead of the competition. 

Our speakers provide knowledge and practical advice for retailers looking to navigate the challenges of an ever-evolving retail landscape. By embracing the power of customer feedback, retailers can foster customer loyalty and thrive in the face of uncertainty.

SPEAKERS 

Brian Dennis is the Global Head of Retail for TruRating. He’s a keynote speaker and best-selling author with an extensive retail background leading large Customer Experience teams for successful American retailers with over 1,000 locations. For more than 20 years, Brian Dennis has been a customer service thought innovator who has demonstrated proven performance in his field. 

Mohamed Latib, Ph.D., is the CEO of CX University and PX Academy and has been involved in CX work for over 35 years designing CX workshops, leadership development, and cultural transformation. He has developed workshops and provided strategic consulting for brands such as Kohl’s, Fossil, The World Bank, Singapore Post, and many others. Before immersing himself in CX University and PX Academy, he served as Professor, Dean, and Vice President of several universities.