Join us for an insightful discussion on the evolving customer experience landscape in retail. In this video, Senior Customer Experience Data Strategist at Amazon, Hara Gavriliadi, interviews Fabrice Khullar, Director of Design and Product Development at Selfridges, and Dwayne Browne, Principal Customer Experience and Data Strategist at Amazon. They delve into the impact of cloud technologies, data, and AI on retail customer experiences, exploring topics from customer engagement to loyalty, acquisition, and retention.Chapters:00:00 – Meet the Panel: Hara Gavriliadi, Fabrice Khullar, and Dwayne Browne00:23 – Overview: Customer Experience in Retail and Cloud Technologies00:40 – Fabrice Khullar on His Role at Selfridges01:27 – Transformation in Retail: Technology and Consumer Behavior02:30 – Fabrice on Cloud Technology and Data in Retail03:00 – Consumer Behavior Disrupting Retail04:13 – Benefits of New Technologies for Retail Organizations05:06 – Personalized Customer Engagement through Data and AI07:26 – Selfridges’ Membership Program for Customer Loyalty09:51 – Strategies for Enhancing Customer Loyalty12:18 – Customer Acquisition and Retention Challenges14:21 – Overcoming Retail Challenges with Data and AI17:05 – Creating Engaged and Loyal Customer Communities18:40 – Leveraging Technology for Personalized Experiences20:48 – Experimentation and Innovation in Retail23:01 – The Importance of a Culture of Experimentation26:32 – Embracing Failure as Part of Innovation27:58 – Looking to the Future: Advancements in Technology, Data, and AI31:00 – Back Office vs. Front Office Use Cases32:07 – The Role of AI in Augmenting Retail Experiences34:46 – Advice for Businesses Embarking on Data and AI Transformation38:39 – Conclusion and Final Thoughts Resources:Selfridges – https://www.selfridges.com/The Future of Retail – https://www.selfridges.com/GB/en/features/articles/the-new-order/the-future-of-retail/Manage your Data as a Business (eBook) – https://d1.awsstatic.com/psc-digital/2023/gc-600/managing-your-data/managing-your-data-business-ebook.pdfOmnichannel Customer Experience (eBook) – https://go.aws/48QA1C8AWS Data Strategy Team – https://aws.amazon.com/data/datastrategy/Explore More:AWS for Data YouTube Series – https://www.youtube.com/playlist?list=PLhr1KZpdzukd23aGzGWMa03afLZr3aJS7
AWS for Data is where we invite experts to dive into the challenges of and solutions to unlocking insights from data at scale. Leveraging real life experience of what it takes to manage data effectively on the ground, we discuss topics such as data strategy, building a data culture, creating business value with GenAI, and maximizing the ROI on your data assets.
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