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Reinventing Customer Experience
Staying connected with consumers in today’s rapidly evolving digital world is crucial. So, how do companies deliver personalized experiences while meeting customers where they want to be engaged? On “Reinventing Customer Experience”—the first in a series of podcasts from ZS called “Impact Stories”—ZS’s Arun Shastri and Gopi Vikranth chat with digital, analytics, technology and customer experience leaders from various industries and organizations to understand how they are engaging their customers. Each episode covers a variety of topics, from how companies are transforming their customer experience programs and how they’ve adapted during the COVID-19 pandemic to how they see digital engagement evolving in the future through the use of tools such as AI.
Reinventing Customer Experience
Reinventing Customer Experience: Jason Morris of Nordstrom
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ZS
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Season 3
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Episode 5
Nordstrom is a U.S. luxury department store chain known for its high-end clothing, shoes, accessories and exceptional customer service. Arun Shastri and Gopi Vikranth discuss customer engagement, omnichannel, AI, personalization and digital acquisitions with Jason Morris, the retailer’s chief technology and information officer.
Topics include how Nordstrom:
- Adapts to customer experience trends and maintains its reputation for superior service in the digital age
- Implements omnichannel strategies to create a seamless customer experience across touch points
- Leverages AI to enhance in-store experiences and optimize back-end processes
- Delivers personalized experiences and protects customers’ privacy and data security