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CX Leaders

The Secret Behind Barneys New York's High-End Customer Experience

Hosted By: Zarina de Ruiter
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About this Podcast...

Kevin Thompson, Vice President Customer Experience and Development at the luxury retailer, discusses his approach to delivering a world-class CX.

Last week we published our first podcast, with YO! Sushi's People Director, Suresh Banarse. He told us all about how the company ensures a great customer service through their culture, recognition schemes and other methods encouraging employee engagement.

This week we have insights from someone in a different industry: luxury retail. Kevin Thompson is the Vice President Customer Experience and Development at Barneys New York, and in today's podcast he discusses what makes providing an amazing customer experience in luxury retail different from other sectors.

In the interview he also touches upon industry buzzwords such as big data, omni-channel and digitalisation, and he reveals how they impact his strategies