speaker-photo

Thomas Kugel

Director Customer Experience Management at Zalando (10K+ employees)
9:30 - 10:00 am CET

Tuesday 4 June 2024

Removing Defects from Customer Journeys: Leveraging Insights and Innovation to Enhance CX

In this discussion, we delve into how actionable data, advanced analytics, collaboration with stakeholders and innovative technologies are crucial in enhancing the customer journey by effectively identifying and eliminating defects. We will explore how Zalando tackles common and complex challenges in the e-commerce fashion industry, streamlines processes, and integrates cutting-edge Generative AI to establish a robust governance structure that continuously drives improvements in customer satisfaction.