Paul Gulbin

Managing Director
Cohnreznick

Paul Gulbin is a managing director with CohnReznick Advisory who leads the Firm’s digital services platform as part of the Technology and Digital Advisory Practice. He advises retail companies on how to become more agile, innovative, and customer- and employee-focused by making digital a core part of how they conduct business. Paul specializes in digital and customer engagement, customer experiences design, digital marketing, channel and content management, customer identity management, mobility, and analytics.

Prior to joining CohnReznick, Paul was a North America Digital Practice Leader at Capgemini where he was instrumental in designing and building a global digital center of excellence and operating model for one of the world’s largest life sciences companies. He launched mobility strategy for the world’s largest provider of biopharmaceutical development and commercial outsourcing services. Paul graduated from the Executive Master’s Program at the Massachusetts Institute of Technology’s Sloan School of Management.

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Day 2: The Digital Revolution - Your Next Steps

Saturday, January 7th, 2017

14:40 Competing In The Consumer Age: How Personalization, Identity, And Privacy Converge To Drive Brand Experiences

In the era of the empowered consumer, brand loyalty centers on retailers’ ability to create and consistently deliver compelling customer experiences. But what is captivating to one customer often fails to impress another. Deep insight into each customer’s unique preferences, lifestyle, motivations, and purchase behavior is critical to developing the 1:1 relationship required to consistently re-engage customers and drive top-line performance.
Customer Identity Management is at the center of leading retailers’ efforts to create this holistic understanding of each customer and to craft personalized omni-channel journeys. The key is engaging the customer to develop a digital relationship and establish trust. Consumer privacy is an increasingly essential element of this trusted relationship.
In response, retailers are re-evaluating their identity management, privacy, and governance procedures to build trust and avoid steep penalties in a rapidly shifting regulatory landscape. Global security and consumer privacy regulations challenge compliance efforts, inflate costs, and create brand risk. Retailers must consider:

• The new European General Data Protection Regulation (GDPR) will be effective in 2018 and will impose requirements for businesses when they process personal data on EU residents.

• Consumers are increasingly aware of privacy invasion risks, exercising their privacy rights, and taking a more critical approach to service provider selection.

• Attempting to navigate global privacy compliance using legacy registration and data management techniques limits retailers’ ability to build trusted relationships while complying with security and privacy regulations.

Join us for a detailed case study review how one retailer is driving brand loyalty and customer share of wallet by balancing identity and personalization with privacy and compliance.