Cottoning On to a New Digital CX Strategy

Speakers: Linda O'Grady, Data Strategy Partner, CX Lavender; Peter Hutchison, Group Head of Digital Customer Experience, Cotton On

March 21, 2019

What happens when the digital customer experience is at odds with brand and strategy? If the definition of good customer experience is outsourced thinking (hidden intelligence anticipating your needs), shortening the customer journey and eradicating pain points, and we are all doing it using the same technology – does that mean competing brands are simply creating the same experience for their customers?