Benjamin Noudelberg

#CannesLions2024 is just around the corner! This year we're celebrating unique work that fuses creativity, innovation and technology to drive customer relevance and business growth. Learn about the transformative power of #generativeAI and discover the future of talent, creativity and technology: https://accntu.re/4aQxLLq Accenture Song

8

⭐️Let me share with you some of the best insights of Retail Leaders about trends in CX, Loyalty, Gen AI , Digital Transformation & Culture I had the chance to hear in Shoptalk Europe the last 3 days in Barcelona: 💄Simone Dominici , CEO KIKO MILANO It goes beyond make-up, beauty is a projection of the personallity and for new generations there’s a change of paradigma where confidence goes inside-out (not outside-in). Connection of human approach in stores with digital experience with their loyalty program allows them engage the conversation, introduce new products & increase CLTV 🏠Lars-Johan Jarnheimer, Chairman Ingka Group (IKEA) ‘Kind leaders often have the best results’ It’s often 95% values & 5% skills. 46% of customer care is managed through AI, the realocation of teams to new commercial tasks has allowed the company to win 1.5 B of extra sales 💍 Baltazar Hasselsteen Ozonek , VP AI & Innovation Pandora Start desingning a clear Road Map defining where you want to go in Customer Experience and then decide wich technology fits, not the opposite! Foundations and Groundfloor of data is key to leverage CX. AI will only be as good as the data you have. 👔 Javier Figar de Lecalle, Chief Retail Officer TENDAM Loyalty is a key element of the business and its managed by a dedicated team. 75% of sales are made by program members. To be relevant for their customers, they have developed algorithms to tailor comunications and engage customers. 🧴Laurent Malaveille Chief Digital & IT Officer Groupe Clarins Innovation is at the core in 2 ways: Incremental Innovation (constant improvement of best sellers) & Disruptive Innovation (allocate money and resources to find solutions that will break the market) Loyalty program is the best way to get customer data as they have something in return. It’s not only about winning points but it allows to increase frecuency and also engagement with the values of the brand through donations. 💋Nadine GRAF President EMEA The Estée Lauder Companies Inc. Find your right audience and cultivate brand desirability, reliability & trust being consistent in all the touchpoints and countries. Create meaningful relationships and connections with your customers. Talk about what they matter Do not dismiss the power of ‘word-of-mouth’ channel. It’s still one of the best brand trust builders and marketing channels. 👖Marcella Wartenbergh Elizondo , CEO AWWG (Pepe Jeans, Hackett, Façonnable) Using AI I can save 50-60% of time to write an announcement but it could never put your personal emotions on it. Focus on your core target but let 20-30% of the effort to the aspirational ones that will come in some years. ____ Thanks Loyal Guru for inviting me to such an amazing event! If you are a retailer thinking about your Loyalty Strategy, don’t hesitate to contact! We are here to help you on that journey 💙 The near future of CX sounds exciting!! 🚀 #customerexperience #loyalty #retail #genai #cx

84

1 commentaire

Thanks again Pierric Duthoit for your presence & insights with us at #adoptAI!

14

1 commentaire