Balancing High Tech With High Touch

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One of the challenges of our time is deciding where to put more, or less, human interaction into customer service and the customer experience. Using a fun yet useful framework of the Jetsons cartoon vision of the future, as well as much practical insight and examples, Micah will address self-service, timeliness, and other key issues of a future-friendly, engaging customer service experience.

Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. He’s a bestselling author, consultant, and keynote speaker and his books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah’s a regular contributor to Forbes.com and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, and the Harvard Business Review.

A business leader and entrepreneur himself, Micah built his own
company into a market leader in the manufacturing and independent entertainment field and was also an early investor in the technology behind Apple’s Siri. His broad expertise touches also on the patient experience in healthcare, retail, automotive,
hospitality, manufacturing, technology, banking, and finance.

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With 75 different sizes modeled after body scans, Stantt co-founder Matt Hornbuckle wanted to provide a quick and cheap alternative to custom-tailored clothing. In this session, find out how Stantt has used an algorithm to re-invent men's sizing to create a custom fits without a tailor. Find out how the brand has grown and ways to create an effortless customer experience in-store and online.

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Ecommerce is growing fast, but 80% of purchases still happen in physical stores. Consumers love the selection, product research, and convenience of the web, but also still love to shop in physical stores. Leading retailers are leveraging their existing responsive websites, mobile apps and other digital assets by bringing them in-store on large touchscreens for the ultimate ‘endless aisle' experience that conveniently uses their existing responsive or mdot site. In addition to phone, tablet, and desktop, responsive website designers are now considering the fourth omnichannel device – the in-store touchscreen. These large format touchscreens, often with EMV payment devices attached, allow customers to browse and buy from full on-line selections while in the physical store. Merchandise ships to home and store sales associates get sales credit. New commercial hardware, cloud technology, and responsive websites are making this merger of in-store and online amazingly simple, PCI secure, inexpensive, and scaleable.

Learning objectives:

• Learn retailers best practices of making in-store ecommerce successful.
• Learn the new technology that makes initiating a proof of concept possible in days
• Learn how retailers have integrated secure in store payment, store POS, and website for a complete, seamless solution.

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Serial entrepreneur and investor Ken Seiff will chat with Billy May of Abercrombie and Fitch about which in-store technologies and trends will matter for retailers in 2016 and beyond and which ones will likely fall by the way side. Get insight into what will really impact the store experience and what should be viewed as a passing fad.

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Several members of the speaker faculty will highlight the most
important findings from the event so that you leave with a clear list of best practices and strategies to share with your team.