Roger Emeka
Director, Customer Experience Browns Shoes
Tuesday, May 5, 2026
3:00 PM Workshop C: Designing a Frictionless Journey: From Call Center to Checkout
Retailers need to meet impatient, Amazontrained customers with instant answers, fast shipping, and a human touch across every channel. This session explores how CX, stores, and digital teams work together to design out friction, reduce call volume, and turn support into a loyalty driver.
- Elevate call center and store teams with tools and coaching to resolve issues on the first contact
- Proactively prevent calls with clearer journeys, selfservice, and realtime notifications about orders and issues
- Orchestrate seamless tech and payment changes with crossfunctional accountability and clear customer first communication
Check out the incredible speaker line-up to see who will be joining Roger.
Download The Latest Agenda