Linda Shea

ORC International Global Managing Director Customer Strategies

Linda Shea is one of the world’s foremost thinkers in the emerging science of customer experience optimization. A leader in the age of the customer, she helps organizations improve business performance as they seek to harness big/broad data, predictive analytics and behavioral economics to fine-tune each client interaction to grow lifetime value, drive innovation and maximize competitive differentiation. A 25 year veteran of customer experience management excellence, Linda is currently developing new customer experience techniques with companies willing to push the envelope. Her focus is on helping her clients develop practical tactics, grounded in research, best practice and business metrics – that directly contribute to business performance. Known for her insightful, collaborative approach and willingness to share her deep collection of experiences, Linda is a trusted business adviser and inspirational speaker – equally sought after for conference keynotes, media appearances and boardroom presentations.

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Panel: Smart Shoppers Meet Smart Stores
Date/Time: 1:30 PM

Half of retailers have deployed IoT technology, with most of those creating new and engaging customer experiences. How and exactly where do marketers interact with in-store shoppers, when inventory knows where it is and when it moves, customers are identified as they roam the aisles and previous behaviors are digitally documented? When, where and what is the right messaging in the connected store and what are the consumer signals that it’s time to stay clear? This panel tackles the challenge beyond keeping customers in malls or stores longer to making their stay more enjoyable.

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