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Podcast: Inside Commerce: Ecommerce Strategy, CX and Technology Podcast
Episode: EP260: Smythson's Digital Director On What CX and Personalisation Mean To A Heritage Luxury Brand
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ABOUT THIS EPISODE:
In this episode of the Inside Commerce podcast, James Gurd interviews Seb Villien, the Digital Director at Smythson, discussing the nuances of customer experience and personalisation in the context of luxury brands.
They explore the differences between high street fashion and luxury retail, the importance of user experience, and how Smythson enhances customer service to drive revenue.
Seb shares insights on the role of AI, the significance of empowering customer service teams, and the strategies for measuring...