Best-in-Class Customer Experiences

Best-in-class CX companies are consistent, yet surprising. This session will look at leading examples from various sectors to see what makes them the best and how you can apply those principles to your business.


Scott Emmons | Head of the Innovation Lab | Neiman Marcus

Scott Emmons is focused on innovation for the Neiman Marcus Group (NMG). He built the NMG innovation lab (iLab) and is responsible for leading the organization in evaluating, designing, testing and piloting cutting-edge technologies and applications for luxury retail. Scott is also working on BYOD initiatives, Wi-Fi/LAN/WAN infrastructure, mobility and digital signage initiatives. Innovation projects include the amazing Memomi Memory Mirror, beautiful 4K touch table look books, beacon enabled holiday passes, intelligent mobile phone charging stations and gorgeous digital directories for Bergdorf Goodman.

Morten Gotterup | SVP | Westfield Brand Ventures

Morten Gotterup is SVP of Westfield Global Brand Ventures Group. Utilizing media assets, sponsorships and activations, Westfield Brand Ventures connects brands and millions of Westfield shoppers with highly effective, relevant and interactive experiences. Morten helped launched Fulton Center (NYC) in 2014 and World Trade Center in 2016. Both of these ground-breaking developments have forever changed the media and sponsorship landscape. Prior to Westfield, Morten worked for or ran several companies in the out-of-home advertising space including Kinetic, LiteLogic and Titan.

Albert Vita | Director, Strategy & Insights | The Home Depot

Albert’s brings 20+ years of experience specializing in Retail strategy, systems, and omnichannel enablement. Albert is responsible for our interactive customer experiences for Home Depot’s in-store customers. He works closely with core merchandising, dotcom, mobile, and IT leadership to ensure The Home Depot has a consistent and seamless customer experience across all channels. Prior to Home Depot, Albert’s previous employers include McKinsey & Company, IBM Global Services, and Deloitte Consulting. Albert’s retail clients include Walmart, Target, Macys, CVS, Disney Stores, NIKE, Tesco, RONA, and Ahold. Albert has an MBA and BA earned from the University of California.

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