Retailers tackle CX: “We need to be thinking about people”

Approximately 140 people in the retail community attended Inside Retail’s Academy event during Retail Week 2019, which focused on exploring the next generation of retail and serving the ‘future customer’.

The opening address was given by the Honorable Jane Garrett, Parliamentary Secretary for Jobs for Victoria, who noted that while Melbourne has a focus on retail and fashion, it isn’t only based on economics, but on ensuring these industries are kept at the heart of the identity of Victoria.

Addressing the topic of how retailers can succeed in implementing new retail strategies, VMLY&R Australia and New Zealand regional head of retail Danny Lattouf explained that while many talk of topics such as disruption, seamless experiences, differentiation, authenticity and omnipresence, what should really be discussed is people.

“We need to be thinking about people – from our own people through to our customers – as the starting point for any discussion specifically talking about embracing new retail,” Lattouf said.

“Having empathy for people at the very start of any strategy is going to set us up for success.”

Lattouf went on to explain that retailers have the opportunity to transport customers to different places every time they choose to invest their time, energy and money into the retailer’s business, but that every decision should be made to service the customer.

“We have an opportunity to do fascinating things for people,” Lattouf said.

Inside Retail Academy was hosted by The General Store executive strategy director Matt Newell, and featured Patagonia director of philosophy Vincent Stanley, Telstra general manager of customer insights Dr. Violet Lazarevic, Cue Clothing chief information officer Shane Lenton, Zendesk director Rod Moynihan, Heinemann Australia managing director Richard Goodman, American Tourister and Kamiliant Samsonite brand and new channel strategy senior manager Marcio Oliveira, Edible Blooms managing director Kelly Jamieson, Commonwealth Bank director of in-store payments marketplace Ashima Chaudhary, Kepler chief executive David Gordon, Hays team manager Nadio Tribuzio and Oracle master principal sales consultant Tim Lavelle as speakers.

The event was sponsored by Zendesk, Kepler Analytics, Hays Recruiting and Oracle, partnered with Commonwealth Bank, and supported by the City of Melbourne, Victorian State Government and Melbourne Fashion Festival as part of Retail Week 2019.

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