Macy’s CEO Jeffrey Gennette opened ShopTalk, the annual retail industry conference last week. His message focused on how Macy’s digitally-driven turnaround was fueled by Customer Journey Mapping.
Macy’s results in the fourth quarter of 2017 were up nearly two percent from the prior year, the first year-over-year increase in Macy’s financial results in 11 quarters. It was in the context of that turnaround that Gennette began his presentation. “It’s an exciting time to be in retail, it’s also one of the most competitive environments we’ve ever seen. Consumers have more choice than ever, and they are in control.” He offered his recommendation for success to the conference of over 8,000 attendees, “As retailers, each of us need to define our reason to exist and make the changes necessary to better compete.”
Read More from This Article: IDG Contributor Network: Macy’s CEO credits “customer journey mapping” as the foundation of their turnaround
Source: IT Strategy