081: Innovation and the Evolution of the Richemont Customer Experience with VP Monica Villaquiran and Noibu President Kailin Noivo

Salesforce Commerce Cloud Innovations

Join us in an exploration of the world of luxury e-commerce featuring Monica Villaquiran, Vice President of IT Infrastructure and Client Experience Innovation at Richemont Americas, and Kailin Noivo, President and Co-founder of Noibu. The discussion between Monica and Kailin covers the balance between specialization and creativity in retail technology, the role of boutique vendors, and the potential of VR, AR, and AI in enhancing customer engagement.

This episode emphasizes a problem-first approach to innovation. It explores frameworks for addressing business challenges, defining KPIs, and leveraging AI to transform customer feedback into actionable insights. It’s an insightful discussion that bridges technical expertise with exceptional end-user experiences, setting new standards for luxury brands in the digital era.

Show Highlights:

• Client-centric innovation blending technology and human touch across Richemont's 26 brands.
• Benefits of collaborating with boutique vendors for personalized relationships in retail technology.
• Problem-first approach to innovation, focusing on identifying business challenges before choosing technology solutions.
• Utilizing AI to transform customer feedback into actionable insights for luxury brands.
• Framework for defining KPIs and leveraging decision trees to address business issues.

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Supporting Resources:

Join the Commerce Cloud Community: http://sforce.co/commercecrew

To learn more about Commerce Cloud Innovations, go here: https://www.salesforce.com/commerce/innovations/

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Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.