How an iconic luxury retailer embraced phygital experiences, with Liberty London’s Ian Hunt
On this episode, we’re joined by Ian Hunt, Director of Operations and Customer Services at Liberty London. For any business looking to find success in the “phygital” world of retail, Ian provides some real gems during our conversation.We discuss:- (1:05) What Liberty London is and what it’s famous for.- (3:12) Liberty London’s evolution from physical to digital.- (5:22) How Liberty London balances their physical and digital experiences.- (9:01) How Liberty London approaches personalized customer experiences.- (10:19) What technology Liberty London has implemented to improve customer service.- (12:19) How Liberty London brings the human touch to their customer service.- (14:39) The challenges of moving from a physical to a digital store.- (18:17) What innovation looks like for Liberty London.- (19:35) Ian’s advice for other retailers looking to make the transition into digital.Resources mentioned:Ian Hunt - https://www.linkedin.com/in/ian-hunt-8294722a/Liberty London - https://www.linkedin.com/company/liberty-ltd/Liberty London | Website - https://www.libertylondon.com/Sign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience