Digital Strategies to Improve the In-Store Customer Experience

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SUCHARITA SPEAKER FROM FORRESTER RESEARCH | Vice President, Principal AnalystSucharita serves eBusiness & Channel Strategy Professionals. She is a leading expert on eCommerce, multichannel retail, consumer behavior, and trends in the online shopping space. She is also a noted authority on technology developments that affect the online commerce industry and vendors that facilitate online marketing and merchandising.

In her research, Sucharita covers such consumer-oriented topics as eCommerce forecasting and trends, merchandising best practices, conversion optimization, and social computing in the retail world. She has also authored “The State Of Retailing Online,” a joint study conducted annually with and a leading industry benchmark publication.

Previous Work Experience
Prior to Forrester, Sucharita was the director of marketing at Saks Fifth Avenue, where she managed the customer acquisition, retention, and market research efforts for the $2 billion luxury retailer’s online channel. Prior to Saks, she held management positions at Toys R Us, where she was a merchant in the Babies R Us division and a store manager in one of the company’s largest toy stores. She also worked for the Walt Disney Company, where she developed and managed marketing plans for new business initiatives, including the Disney Stores, the Disney Cruise Line, and Club Disney.

Additionally, she was involved in the expansion of Cap Cities/ABC properties, specifically ESPN Zone, ESPN Magazine, and the network. She has written two nonfiction books and has contributed to BusinessWeek Online.

Sucharita holds a B.A. in economics from Harvard University and an M.B.A. from the Stanford Graduate School of Business.

CHRIS LUBKERT, POWERREVIEWS | Senior Vice President, Strategy

chris_lubkertChris is responsible for leading the successful merger of PowerReviews. With a background in e-commerce, social media, retail, and private equity, Chris brings a unique set of capabilities to this role. Prior to joining PowerReviews, Chris was with Viewpoints. Previously with Bain Capital, Chris worked with retail and brand portfolio companies post-acquisition. This included Bain’s acquisition of Guitar Center, the largest retailer of musical instruments, with Guitar Center Retail,, and Musician’s Friend.

According to Forrester, 45% of ebusiness professionals do not feel their customer experiences are consistent across channels (Rank Yourself With The Digital Maturity Model, January 2015, Forrester Research, Inc.). Majority of retail organizations can improve their customer interactions and in-store experience with digital content.

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