Reimagining the Customer Experience Online

When it comes to online shopping, today’s customers expect a seamless, white-glove experience. Especially with so many consumers shopping directly through social platforms, every moment matters, and the slightest glitch, distraction, or disgruntlement can mean instant drop-off. How do brands deliver a five-star customer experience in an increasingly competitive online marketplace?

We sat down with Katie Mullen, Chief Customer Officer at JCPenney, to discuss how the brand keeps up with shopper expectations and limited attention spans while finding ways to resonate with and retain customers. We looked at strategies to improve efficiency, personalization, testing, and targeting to consider how retailers can utilize the latest tech to level up their offerings.

Following that, our sponsor, Cloudinary, shared how its image and video platform helps improve the digital shopping experience.