Understanding the Evolution of Retail, Larry Rodgers, Verizon

On this episode of Conversation: CX, Larry E. Rodgers, Head of Retail Evolution and CX at Verizon gives his tried and true advice on building strong customer relationships at scale in the retail world: :
- Acceleration of digital capabilities gives consumers so many options to engage - it is crucial for brands to accurately understand how they position themselves and offer value to their customers
- Consumers are going to come to the physical store for one of four things: convenience, validation, personalization, and inspiration
- Before making your experience magical, you have to make sure it works: design is key
- Scaled empathy is the next major challenge for brands.

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