Chris Vitale

We spend so much time focusing on the external customer’s mobile interaction. While this is crucial to the success of your mobile program, we believe that engaging associates through the same means results in a better customer experience for all. Promoting associate adoption of the mobile experience via mobile communication, training and feedback orients the associate to be able to handle customer questions, issues and provide assistance on the mobile experience overall. The associate adoption of your mobile program closes the loop on providing a best-in-class mobile experience to your customers. Benefits of attending the session include, training tips for your associates; explanation of achieving associate adoption; examples of great customer experiences, Q and A session. Properly trained associates will help to drive conversion upwards of 20%, increase customer lifetime value of 18%, lift customer retention and potentially increase AOV and attach.