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Boots’ Product Director: Why retailers are getting customer experience WRONG
In this special live episode of Marketing in the Madness, recorded at the Retail Tech Show, Katie Street sits down with Fabrice Khullar, Director of Product Experience at Boots, to talk retail transformation, AI, product experience, UX and the future of the customer journey.
Fabrice shares what it takes to lead digital transformation inside a major retail brand such as Boots, what retailers need to do to move faster and how product and UX teams can help businesses stay closer to what customers actually need.
They also explore agentic commerce, fragmented buying journeys, the continued power of physical stores, Gen Z’s relationship with technology and why experimentation needs to become a core part of how retail teams plan and build.
Chapter:
00:00 Live from the Retail Tech Show
00:24 Meet Fabrice Khullar from Boots
01:09 Leading digital transformation at Boots
02:26 Why retail needs to adapt faster
05:44 Building flexible tech and teams
07:23 Making experimentation the plan
10:51 The new customer journey
13:46 Tracking fragmented buying behaviour
19:37 What’s next for retail product experience
20:30 Why channels stack, not replace
22:18 The power of in-store shopping
23:08 Gen Z, authenticity and tech backlash
25:49 Creating consistency across every touchpoint
27:10 The future of product and UX
28:37 Final thoughts
Subscribe for more conversations with the people shaping the future of marketing, retail, technology and customer experience.
Subscribe for more live sessions, marketing insights and conversations from the people shaping the future of the industry.
Subscribe to the podcast:
Spotify: https://open.spotify.com/show/2UUIgMdZ6FdSCrux5BY7PI?si=c48bdbecb5be4a6e
Apple Podcasts: https://podcasts.apple.com/us/podcast/marketing-in-the-madness/id1688996981
Connect with us:
Fabrice Khullar
LinkedIn: https://www.linkedin.com/in/fabrice-khullar-4309153/
Katie Street
LinkedIn: https://www.linkedin.com/in/katiestreet/
Instagram: https://www.instagram.com/streetmate/
Marketing in the Madness
LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/
Instagram: https://www.instagram.com/marketinginthemadness/
View all episodes
By Marketing in the MadnessIn this special live episode of Marketing in the Madness, recorded at the Retail Tech Show, Katie Street sits down with Fabrice Khullar, Director of Product Experience at Boots, to talk retail transformation, AI, product experience, UX and the future of the customer journey.
Fabrice shares what it takes to lead digital transformation inside a major retail brand such as Boots, what retailers need to do to move faster and how product and UX teams can help businesses stay closer to what customers actually need.
They also explore agentic commerce, fragmented buying journeys, the continued power of physical stores, Gen Z’s relationship with technology and why experimentation needs to become a core part of how retail teams plan and build.
Chapter:
00:00 Live from the Retail Tech Show
00:24 Meet Fabrice Khullar from Boots
01:09 Leading digital transformation at Boots
02:26 Why retail needs to adapt faster
05:44 Building flexible tech and teams
07:23 Making experimentation the plan
10:51 The new customer journey
13:46 Tracking fragmented buying behaviour
19:37 What’s next for retail product experience
20:30 Why channels stack, not replace
22:18 The power of in-store shopping
23:08 Gen Z, authenticity and tech backlash
25:49 Creating consistency across every touchpoint
27:10 The future of product and UX
28:37 Final thoughts
Subscribe for more conversations with the people shaping the future of marketing, retail, technology and customer experience.
Subscribe for more live sessions, marketing insights and conversations from the people shaping the future of the industry.
Subscribe to the podcast:
Spotify: https://open.spotify.com/show/2UUIgMdZ6FdSCrux5BY7PI?si=c48bdbecb5be4a6e
Apple Podcasts: https://podcasts.apple.com/us/podcast/marketing-in-the-madness/id1688996981
Connect with us:
Fabrice Khullar
LinkedIn: https://www.linkedin.com/in/fabrice-khullar-4309153/
Katie Street
LinkedIn: https://www.linkedin.com/in/katiestreet/
Instagram: https://www.instagram.com/streetmate/
Marketing in the Madness
LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/
Instagram: https://www.instagram.com/marketinginthemadness/