Retail dynamics and consumer expectations shift quickly, giving an edge to brands that offer personalized, connected shopping across multiple touchpoints. Now more than ever, organizations need to anticipate and adapt to these changes, aligning their people and operations to deliver seamless customer experiences. Focusing on the essentials can help set your business up for success.
You’ll hear from George Hines, Senior Vice President, Chief Innovation and Technology Officer at Lithia Motors, Chris Wanlass, Vice President & General Manager for Nordstrom New York, and Tim Ceci, Principal Consultant, Consumer & Retail at Point B, as they discuss top priorities for exceeding customer expectations. You’ll learn:
- How to support your teams and build a service-oriented culture
- How operational agility can give you a critical competitive edge
- How people and operations come together to drive customer experience
Meet the Speakers
George Hines, Senior Vice President, Chief Innovation & Technology Officer, Lithia Motors & Driveway.com
George Hines is Senior Vice President and Chief Innovation and Technology Officer for Lithia Motors and its eCommerce platform driveway.com. Before joining Lithia motors, George held technology and innovation leadership roles at Massage Envy Franchising and Viad Corp. With over 17+ years of experience, George brings a wealth of talent and passion for the creation of delightful, frictionless experiences and innovative technologies.
Chris Wanlass, Vice President & General Manager, Nordstrom New York
Chris grew up in a small town in Utah and that is where his journey began with Nordstrom in 1992. He has since held many leadership roles in buying and store operations. In 2014, Chris was responsible for opening both the first International Flagship Store in Vancouver, BC, and most recently the Men’s and Women’s Flagship store, along with two service hubs, Nordstrom Local in New York. Through these endeavors, he focuses on building out World Class experiences, a strong emphasis on talent and recruitment, and connecting with the community.
Tim Ceci, Principal Consultant, Consumer & Retail, Point B
Tim has over 30 years of retail industry experience in business development, multi-store management and related omnichannel projects. He effectively led teams to maximize revenue/profitability and growth on a variety of platforms with a broad range of mono/multi brands in the US and Europe. Key focus areas included strategic planning, organizational development, customer experience, and operations management.