Building an online retail ecosystem – Malcolm Koh

Malcolm Koh, Global Director, Customer Experience, Zendesk

• eCommerce has seen a dramatic surge in recent years, and the retail ecosystem has changed.
• Each customer touch point is now an opportunity to win or fail – from e-commerce experiences, loyalty plans, bookings, click and collect and more.

In this roundtable we discussed how to build an ecosystem using the best of breed technologies seamlessly so we can provide best in class CX.