Episode 115

full
Published on:

1st Apr 2024

Spotlight Series | Victoria's Secret CCO Chris Rupp On Transforming CX With Tech: RFID, Fitting Rooms, Loyalty & More

In this exclusive interview from recorded live on Shoptalk TV, and brought to you with the help and support of Meta, Chris Walton and Anne Mezzenga of Omni Talk Retail sit down with Chris Rupp, Chief Customer Officer at Victoria’s Secret, to discuss the brand’s digital transformation and innovative strategies for enhancing the customer experience.

With an impressive background spanning roles at Amazon, Microsoft, and Albertsons, Rupp shares insights on Victoria’s Secret’s journey to leverage technology and data to better serve its diverse customer base. Discover how the company is utilizing RFID, fitting room technology like Crave, and a revamped loyalty program to create more seamless omnichannel experiences.

Rupp dives into the success of Victoria’s Secret’s home try-on program, the launch of the new Body by Victoria collection, and the brand’s focus on comfort and evolving consumer preferences. She also discusses the importance of customer segmentation, using generational and psychographic data to personalize marketing efforts and product recommendations.

Learn how Victoria’s Secret is empowering store associates with mobile POS, virtual backroom capabilities, and exploring generative AI to provide exceptional customer service. Rupp also touches on the company’s influencer marketing strategy, partnerships, and efforts to streamline returns and self-checkout processes.

Don’t miss this engaging conversation about the future of retail and how Victoria’s Secret is staying ahead of the curve with Chris at the helm!

Music by hooksounds.com



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About the Podcast

Omni Talk Retail
Omni Talk Retail provides news, analysis, and commentary on the latest trends and issues in the retail industry
Omni Talk Retail provides news, analysis, and commentary on the latest trends and issues in the retail industry. It covers a wide range of topics related to retail, including e-commerce, technology, marketing, and consumer behavior. The podcast regularly features industry experts, Chris Walton and Anne Mezzenga, as well as retail thought leaders who all share their insights and perspectives on the latest developments in retail.

About your hosts

Anne Mezzenga

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Anne Mezzenga is an entrepreneurial Marketing Executive with nearly 20 years in the retail, experience design, and technology industries.

Currently, she is one of the founders and Co-CEOs of Omni Talk.

Prior to her latest ventures, Anne was most recently the Head of Marketing and Partnerships for Target’s Store of the Future project. Early in her career, Anne worked as a producer for advertising agencies, Martin Williams and Fallon, and as a producer and reporter for news affiliates NBC New York and KMSP Minneapolis.

Anne holds a BA in Journalism from the University of Minnesota – Twin Cities.

When Anne is not busy blogging, podcasting, or sharing her expertise with clients, she loves spending time with her husband and two boys and partaking in all the Minneapolis food scene has to offer.

Chris Walton

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