Agile customer experience: ensuring success until the end of the journey

Omnichannel commerce, Retail, Digital transformation, Logistics and supply chain October 5, 2022
1:40 pm to 2:15 pm Room 516
Jean-François Fauteux, Mylène Guilbert

How can we ensure a positive experience for our customers, online, in-store and at home, from the first contact with our brand to the delivery of the product? To achieve this, Mylène Guilbert, senior business consultant at Inno-centre, specializing in customer experience and success, insists on the importance of an agile approach to stay in tune with consumers and to continually adjust. With Jean-François Fauteux, president of Coval, and his team, they have rethought the entire shopping experience to take into account the needs and expectations of their customers. Since the consumer’s journey can also involve other companies, whether it be at the distribution or delivery level, Coval’s reflection had to involve its partners who distribute and install their products.