CXOTALK: Customer Experience, Ecommerce, and Digital Transformation at FTD
CXOTALK, August 30th, 2021
September 12, 2021,
Volume 282, Issue 2

How does a 110-year old flower retailer, wholesaler, and delivery network transform itself with eCommerce? We hear from the CEO of FTD, Charlie Cole, to learn about customer engagement, CX strategy, eCommerce strategy, digital transformation, and business metrics at this iconic brand.

Charlie also explains the customer service and supply chain implications of running an eCommerce website selling perishable products like flowers.

TRANSCRIPT

  • About FTD and the flower business
  • Customer satisfaction and experience
  • Challenges to creating customer success and loyalty
  • Complexities of eCommerce
  • CEO priorities
  • Corporate culture and customer service
  • Building customer loyalty and employee trust
  • Using data in corporate operations

This transcript was lightly edited for length and clarity.

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