Delivering seamless customer experiences requires more than just individual departmental efforts—it demands a cohesive, cross-functional approach. Organizational silos can hinder collaboration and innovation, leading to disjointed customer interactions. This keynote panel will explore strategies for breaking down these silos, fostering a culture of teamwork, and aligning departments to create unified, customer-centric experiences that drive loyalty and growth. Expect to hear about: 

• Identifying key departments for cross-functional collaboration to gain a holistic view of your customer
• Establishing shared goals and objectives to align teams towards a unified vision
• Promoting a customer-first mindset organization-wide through training and dedicated CX champions
• Eliminating visible barriers between channels, ensuring a smooth, integrated experience for your customers

Meeting audiences where they are—whether through digital channels, in-person interactions, or hybrid touchpoints—is essential for building trust and loyalty. This panel will explore strategies for delivering seamless, omnichannel support that adapts to evolving customer preferences, from leveraging AI-driven tools for real-time responsiveness to fostering empathetic, human connections that transcend transactional relationships. Attendees will gain insights into balancing automation with authenticity, ensuring every interaction feels personalized and purposeful, no matter the platform or context. Panelists will cover: 

• Acknowledging customers don’t care which channel they use, as long as their experience is quick, easy & convenient
• Making strides to better connect the digital and the physical retail environment to so you can offer more flexible and frictionless experiences
• Thinking strategically about the entire journey and eliminating customer pain points
• Creating strong alignment across all business units as well as constant iteration to take into account changing customer needs