Episode 46

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Published on:

23rd Jul 2024

How To Set Priorities For Retail CX Investment & Innovation With Talkdesk's Michael Klein | Ask An Expert

In an era where customer loyalty is more critical than ever, retailers are shifting their focus from transactional efficiency to interactive engagement across channels, with generative AI spearheading much of the change.

So Omni Talk is pleased to announce that Michael Klein, Talkdesk’s Director of Retail Product Marketing, joined Chris Walton and Anne Mezzenga for the latest installment of their Omni Talk Ask An Expert Series to explore the future of retail CX, and, specifically, how retailers should prioritize it and attack it head on.

Collectively the three of them went deep on:

  • The shift from transactional efficiency to interactive engagement
  • Strategies for integrating new technologies and enabling talented staff
  • The expanding ecosystem of customer service roles
  • The critical importance of unifying customer data across all touchpoints
  • Practical insights and lessons learned from leading retailers

It's the perfect conversation for retail executives, technology enthusiasts, and anyone interested in the evolving landscape of retail operations and customer engagement.

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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