ICX Summit / Wednesday / September 13, 2023 / 10:15 AM

Taking Hands-On Experiences Up a Notch

Shopping has turned into a hands-on experience with customers wanting to feel, touch, taste and even help create their favorite products. Customer experience experts on this panel share how they are meeting those needs without always breaking the budget.


Ruth Crowley | VP of Merchandise & Brand Strategy | The Hudson Group
Ruth Crowley is a retail veteran with diverse experience across functions with some of the most Iconic Global Brands in the industry. Brands include Harley-Davidson, M&M Mars, Universal Studios, Lowe’s Home Improvement and Nascar. Today she is VP over Brand Strategy for Hudson Group, a division of Dufry, Together the largest Travel Retailer in the world. Ruth is a Customer Experience advocate continuing work to elevate the Customer Experience at all touchpoints along the Customer journey including concepts and mixed use solutions in Travel Retail. Ruth is a member of the ICXA Advisory Board and serves on the Board for UNT College of Retail, Merchandising, Tourism and Hospitality.
Caroline Schmidt | Hospitality & Event Manager | SIG SAUER, Inc.
Rick Welch | Sr. Client Services Manager | Kodak Moments
Rick Welch is a results-driven Operating Manager with over 26 years of progressive management responsibilities in field operations, client services management, service sales, and business development. He has delivered strong performance against service level agreements and budget goals. Rick provided leadership, guidance, and direction to develop Kodak Moment’s services and solutions for a new customer. He developed new portfolio of service offerings that created unique value and drove operational enhancements and top-line improvements for the customer. He is the point of contact for any operational issues with Sr. Account Executives as well as the liaison between the Account and Kodak Moments planning and field teams. He is responsible for developing and driving operational efficiencies with internal and external constituents to drive cost efficiencies and promote overall Service revenue growth.

Shelly Chandler | Founder & Principal Strategist | EvolveCX Consulting
Shelly Chandler is a senior customer experience strategist and leader delivering proven results that increase revenue, reduce costs and make things easier for customers. In a specialized profession that requires more than measuring and monitoring data, her career as a customer catalyst has helped companies to drive action within organizations that are ready for this type of change. Shelly specializes in transforming the highest-level blue-sky visions into tangible programs to support it, creating strategic change with others to enhance customer experience. Shelly has worked in many different industries, adding strategic value and broad understanding of the CX profession over the past 25 years. Key verticals include B2B and B2C, Hospitality, Automotive, Transportation, Manufacturing SaaS, and Financial Services, with brands such as PNC Bank, Wells Fargo, Moen, Penske, Walmart, Forsta, and American Tire.