We are here in Nashville at Forrester CX Summit North America, and we’ve been hearing a lot about what it takes to create and sustain a great customer experience.

And while there’s good customer experience, there are things that set aside the brands that say they prioritize their customers, and there are those that are customer-obsessed.

Today we’re going to talk about what it means to be customer-obsessed, and how to create great omnichannel customer experiences in retail.

To help me discuss this topic is someone who knows all about being customer-obsessed, I’d like to welcome Jill Pavlovich, Senior Vice-President of Digital Shopping Experiences at Albertsons Companies, and recipient of the Customer-Obsessed Leadership Award at this year’s Forrester CX Summit.

RESOURCES

Forrester website: https://www.forrester.com

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Press Release: Forrester's 2024 US Customer Experience Index: Brands' CX Quality Is At An All-Time Low

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