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.
TJ Schier | Chief Operating Officer | BigShots Golf
TJ Schier is the Chief Operating Officer of BigShots Golf - the second largest player in the golf-entertainment venue space. Prior to that, he spent two decades as a leading speaker and hospitality consultant and as a multi-unit franchisee of Which Wich Superior Sandwiches. He also spent 18 years at Chuck E Cheese’s, leaving as VP of Field Support. He has written numerous books used by thousands of business leaders and over 100 articles on guest service and motivating today’s generation and has a BBA and MBA from the University of Texas.