eTail Europe 2017

June 20-June 22, 2017

Queen Elizabeth II Conference Centre, London

44 20.7368.9465

Thomas Nielsen

Thomas Nielsen is the Chief Digital Officer/Group Product Officer for Tesco PLC (LON: TSCO) – one of the world’s largest retailers with 6,900+ stores, 475,000 employees and thousands of suppliers. In this role, Mr. Nielsen is leading Tesco’s digital transformation as well as its loyalty (Clubcard) and Digital Marketing functions.
Nielsen most recently served as Senior Vice President for Products and Operations for Brightcove (NASDAQ: BCOV) – a leading provider of OVP solutions for professional media distribution and monetization. Before joining Brightcove, Nielsen was the President and CEO for RealNetworks (NASDAQ: RNWK) – a pioneer in digital media solutions.
Nielsen is an AP Graduate in Computer Science from Tietgen Business College in Denmark.

Omnichannel & Online Growth

09:10 AM FIRESIDE CHAT: Digital Transformation From A Data Driven Customer Experience Perspective

Managing the customer experience means becoming aware and responsive to the many different ways people browse & shop - and to prioritise, plan and direct activity so that the service provided to customers is attractive.

It’s easy to get caught in isolated technical details like product ratings and decreasing wait times, but the art of improving customer experience is in consciously guiding all those tiny moments to come together as something greater than the sum of its parts.

Retailers and brands who choose to take on this challenge will see true, sustainable differentiation from their competitors.

This talk explores how Tesco is using service design and customer experience management to serve its customers a little better every day.