William Carson : Ascensos : Retail And CX - Is The Future Phygital?

William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and council member of the GSA. Ascensos has a strong focus on retail CX so in this episode CX Files talks to William about the failure of department stores and the dramatic rise of brands such as Shein, BooHoo, and Asos. How does CX work in a modern retail industry? www.ascensos.com www.linkedin.com/in/william-carson-ascensos www.gsa-uk.com/Associates

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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.