Guy Burgstahler

In 2024, 64% of CX leaders expected to have larger budgets for CX initiatives. But budgets for what? Where will the expenditures have the biggest impact and what do customers care about most? These retail titans discuss where they plan to focus their marketing dollars to create memorable experiences for their prospective and current customers.

• Identifying what matters most to consumers and how they choose their brands
• Using the right metrics to measure customer retention, loyalty and churn
• Building trust to keep customer loyalty and build brand evangelism
• Creating fully optimized, easy-to-use, and customer-centric websites and mobile experiences

With the continued growth of online, the need for a skilled, motivated and adaptable workforce grows, too. This executive discusses how their company has established a strategy for their workforce that considers the rising demand for talent and what they plan to do to support engagement and development to create a skilled and cohesive team.

• Understanding the current employee status with an eye on future business goals
• Identifying potential skills gaps to guide workforce strategies
• Enhancing development and training throughout the organization