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Joe Pflanz

Sr. Director Omni-channel Customer Experience, Lenscrafters
Luxottica Retail

LensCrafters is the largest optical retailer in the word and is a subsiderary of Luxottica. With net sales of more than Euro 7.3 billion in 2013, over 73,000 employees and a strong global presence, Luxottica is a leader in the design, manufacture, distribution and sales of premium, luxury and sports eyewear.

Joe has been with Luxottica for 14 years, in various roles focused on Marketing, Digital and Customer-Centricity. I’ve lead the launch/re-launch of 10 web sites and countless digital customer experiences earning recognition and awards from Forrester, MITX, Creativity International, Red Dot Design and AdWeek.

He led the formulation of an Omni-Channel customer experience department for LensCrafters, as is the current head of the department. The Omni-Channel team is responsible for all of LensCrafters web sites, digital advertising, social media and the convergence of experiences across channels. Last year, wthey launched tablets for all retail associates to use to enable a more dynamic customer experience.

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Main Day Two : Innovate, Transform Or Disrupt – Change The Retail Game

Saturday, July 2nd, 2016

15:00 Customer Experience Panel Discussion: A Transformation Of Cross-Channel Customer Experiences

This panel focuses on how to both internally and via customer-facing channels, transform your customer experiences to increase sales. Whether you own the cross-channel customer experience or a portion of that experience, this session is vital to your success.

• What is your customer experience pathway? Across channels?

• Has your customer experience pathway changed due to mobile and tablets?

• Which channels are you developing more heavily versus others, and why?

• How are you providing a differentiated customer experience?