Jyoti Shukla


Vice President of User Experience
Nordstrom (UK)


8:40 AM INTERNATIONAL CASE STUDY: How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

Ask anyone in the retail industry what the first words are that come to their mind when they think of Nordstrom and they’ll immediately tell you its ‘customer service.’ It has taken the brand 116 years of complete dedicate to creating the finest shopping experience to build such a strong reputation and this success is underpinned by their employees.

  • Empowering sales teams to listen, connect and provide exceptional customer service at every given point
  • The transformation of the role of the instore salesperson to a digital entrepreneur/strategic leader
  • Identifying key employee traits from different disciplines throughout the organisation to drive customer experience strategy
  • Building a workplace that attracts talented people who will stand behind your brand
  • Removing the traditional shopper paint points and rethinking ‘business as usual’
  • Going the extra mile to evolve your relationships with customers from a mere transactional one to something more personal


Check out the incredible speaker line-up to see who will be joining Jyoti.

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