Presentation: High-Touch Service @ Scale: Shopping Apps With a Human Face

Personalized content and product recommendations powered by machine learning algorithms are now the bread and butter of shopping apps. As our customers exponentially shift to digital every year, we continuously seek ways to differentiate ourselves in helping customers find the products they love.

One way to do this is through high-touch services and leveraging our highest converting assets—our Sales Associates. This session will focus on crafting the experience designed to encourage customer-to-stylist personal relationships: the balancing act between taking advantage of automation and large scale processing while still retaining the personal and real-time nature of human to human interactions and the right set of incentives for both sides.