Rachel Thaw is Vice President of Customer Success & Advocacy at Kim.cc. She works with ecommerce brands to improve customer experience, strengthen customer relationships, and turn customer interactions into actionable business insights through a thoughtful combination of AI-native technology and human expertise. Prior to Kim, Rachel spent more than a decade in leadership roles across ecommerce, merchandising, operations, and customer experience, helping consumer brands scale while keeping the customer at the center of decision-making. She is passionate about the evolving role of customer experience as a strategic function within modern organizations.
Tuesday, August 11
5:30 PM Track A: Panel: Driving Seamless, Integrated Customer Journeys for a Richer Shopping Experience
Today’s shoppers expect connected, seamless experiences across digital, service, and in‑store channels. In this session, we’ll explore how organizations are breaking down silos between ecommerce, contact centers, and stores while using AI and modernized systems to support smarter service and more cohesive customer journeys.
- Empowering agents with AI tools for smarter, faster customer support and upselling
- Enhancing the shopping experience through blending digital, services, and in-store for a holistic customer journey
- Breaking down silos between ecommerce, contact centers, and stores for a seamless journey
- Modernizing legacy systems to reduce fragmentation and improve customer experiences
Check out the incredible speaker line-up to see who will be joining Rachel.
Download The Latest Agenda