Understanding How to Deliver a Consistent Customer Experience
SCOTT KNAUL CEO SMK Workforce Solutions
In this 60-minute webinar we will kick-off our Consistent Customer Experience webinar series. We will clearly identify the elements
that define the customer experience and will explore why delivering a consistent experience is critical for your brand and bottom line.
We’ll outline the processes, tools and technology that enable retailers to deliver their vision for their customers.
Sessions will take attendees through the entire process of optimizing the customer experience, including strategies around: payroll,
labor allocation, communication, space optimization and data analytics. Each presentation also will include an inside look at these
strategies in action.
Winning The Battle Of Customer Service Vs. Task: Optimizing The Customer-Centric Payroll Equation
Vice President of Retail Services Connors Group
Store teams are confronted with competing priorities every day. What determines which stores stand a chance to manage those
decisions effectively? Allocating payroll and scheduling based on the actual time activities take is a good place to start.
Understanding the impact of customer interaction based on brand-specific, statistically-relevant behavioral studies helps shape
in-store decision making, too.
This session will focus on foregoing the guesswork associated with allocating payroll and scheduling by establishing appropriate labor
standards for store-based activities, and demonstrates the value of measuring how the customer shops your brand and the impact associate
behaviors have on that experience.
Growing Revenue While Controlling Labor Cost
JOE OLSON EVP and GM Workforce Management Empower Software Solutions
Do you have the right people in the right place at the right time? When you’re able to answer YES to this question 100% of the
time, you are consistently delivering your customer experience and holding the line on expenses while maximizing labor productivity.
In this session, attendees will learn about the key strategies to delivering the best customer experience through labor optimization for
companies of all sizes. This presentation is designed for all executives leading the way in workforce management, from HR to Operations/Finance
Communication Matters: Solving the Store Execution Challenge
President and CEO, Opterus
RICK PETERS Chief Product Officer
Simplification is the key to communications within the store. This session will explain how to drive performance, improve customer
satisfaction and increase employee productivity with a cloud-based communications solution. When every store receives the same information,
messages and tasks, then you can ensure that your customers will receive a consistent brand experience throughout your enterprise.
Attendees will learn about the components of a best-in-class solution that will improve visibility and mitigate compliance risk while offering
ease of customization. When you can make your message simple and easy to understand, your employees can focus on what matters most, your
Conquer the Fitting Room – Make the Most of Your Most Valuable Real Estate
CEO Alert Tech
BRIAN LANEY VP of Marketing Alert Tech
In this session, attendees will learn about the truth behind the some of the most valuable square footage in a retail store: the
fitting room! This part of the retail store often is overlooked as a revenue generator or customer engagement opportunity. Presenters will
share tips and tricks about transforming the fitting room into an engine to increase sales and build customer loyalty. Using a SaaS-based
analytics solution, retailers can track store activity and assign data-informed goals to coordinate shopper behavior with fitting room activity.
You will be able to take these lessons and apply them to your customer experience to ensure you can define and quantify this process.
Understand In-Store Shopper Behavior With Precise Location Analytics
PATRICK BLATTNER Chief Product Officer
ANNE MARIE STEPHEN Vice President Retail Sales and Customer Development iInside
Taking a strategic approach to location performance measurement can reap big rewards by boosting sales and increasing customer
satisfaction. Retailers must strive to understand shopper behavior in each department, including when they visit, how long they stay and
what they do after visiting specific locations, information vital to defining and quantifying the desired customer experience. This data can
help to determine performance at the departmental, brand or end-cap level – affecting customer experience and retail success.
This presentation will offer insights into the highest value applications of location analytics, including how location analytics measure
the effects of marketing, merchandising and store operations on consumer experience and retail performance.