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  • Emma-Louise Veitch

Speaking at Forum Retail 2021

I really enjoyed speaking at Forum Retail this year and sharing my thoughts on ‘Corovavirus recovery with your customers at the heart’.


Consumers mindsets are shifting due to the pandemic, so being customer-centric should be at the heart of your recovery plan.


It may take time to recover, however, by focusing on delivering customer experiences that are right first time, and making customer journeys easier across all your platforms, you’ll improve customer satisfaction, conversion and efficiency. Ultimately helping increase profitability.


I discussed some of the consumer behaviour changes, and ways you could use marketing and the customer journey to engage your own customers.



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