Brands struggle to meet and exceed the expectations of
today's sophisticated customer. Although it's widely recognized brands
best positioned to thrive in the future will compete on customer
experience, there's a misconception about what "customer experience"
really means.
Join author and internationally renowned consumer futurist,
Doug Stephens, for an amazing tour of the future, where every aspect of
the retail experience as we know it, will be radically transformed.
Stephens will present what constitutes a truly remarkable customer
experience and how DPHA members can create one-to-one intelligent
journeys to deliver connected shopping experiences to secure their place
in the hearts and minds of tomorrow's showroom customer.
True customer experience design means digging below the
surface within each interaction to understand the underlying customer
need. It means engineering the exact combination of people, place,
product and process to deliver delight in every moment, whether online
or in store.
Doug Stephens is one of the world's foremost retail industry
futurists. His intellectual work and thinking have influenced many of
the world's best-known retailers, agencies and brands including Walmart,
Google, Home Depot, Disney, BMW, Coca Cola and Intel. Doug is also
listed as one of the retail industry's top global influencers by Vend.com.
Prior to founding Retail Prophet, Doug spent more than 20
years in the retail industry, holding senior international roles
including the leadership of one of New York City's most historic retail
chains.
He is the author of two groundbreaking books, The Retail Revival: Re-Imagining Business for the New Age of Consumerism and Reengineering Retail: The Future of Selling in a Post-Digital World.
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