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.
Paul joined L’OCCITANE in 2012 and has been working within the Architecture & Design industry for the last 15 years. He is in charge of all aspects of Design, Construction & Merchandising, for a store portfolio of over 250 locations in North America. In 2016 Paul lead the successful launch of the new L’OCCITANE FLATIRON Experiential Community Boutique in NYC, specifically aimed at enhancing the customer experience in unique and innovative ways. Outfitted with digital gifting stations and a smart beauty fitting room, the multisensory Flagship boutique works collectively to create both an immersive and individualized shopping experience. Prior to joining L’OCCITANE, Paul’s previous employers include Kenneth Park Architects, Rawlins Design, and Bowker Sadler Architecture. He has worked with top retailers such as West Elm, Tourneau, Rolex, True Religion Brand Jeans, and MAC Cosmetics, and in top locations such as Harrods London, Bergdorf Goodman New York, and the Fontainebleau Miami.
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.
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.