Beyond The Click: Excellence in Retail Operations

Topic: Beyond The Click: Excellence in Retail Operations Discussion

Sponsored by: ServiceNow

Date & Time:

May 25, 2023, 9:30AM PST / 12:30PM EST

Guest Speaker:

Suvro Goswami, ServiceNow Global Head of Retail Operations


Beyond The Click: Excellence in Retail Operations

Join CX leaders from ServiceNow, Arc’teryx, Federated Co-operatives Limited and Champlain Financial Corporation to discuss how retailers are finding better ways to improve the behind-the-scenes workflows from the first touchpoint to the last, regardless of the channel your customer is using. Automating these workflows not only saves time and money and eases customer service workload, but sky-rockets customer loyalty.

1. Ways to reduce common service bottlenecks in order fulfilment process
2. How to close the communication loop between internal teams and external customers
3. How to anticipate customer needs before they happen

Who should attend?

The session is designed for supervisor and above level leaders who have a responsibility to drive change and innovation with respect to their customer experience plans.


The Panelists

Dave Pitsch - Arc'teryx

Dave Pitsch
VP, Guest Services,

Brad Zimmer - FCL

Brad Zimmer
Associate Vice President,
IT Systems and Operations,
Federated Co-operatives Limited


Phil Arrata
Champlain Financial Corporation

About the Panel Moderator

Suvro Goswami, ServiceNow Global Head of Retail Operations

Suvro serves as ServiceNow’s Global Head of Retail Solutions where helps clients better integrate technologies to enhance the end customer experience. Prior to joining ServiceNow, Suvro has been a technology start-up founder, served at Google, Motorola, as well as McKinsey & Company. He holds a BA in Economics from UC San Diego and an MBA from the University of Michigan.

Facilitated By

David Singh, Managing Partner, CSPN

David Singh is an experience-driven executive who has built and lead client-facing teams in a range of Fortune 500 and mid-market companies. David has served as a corporate and organizational strategy consultant with Deloitte Inc where he helped clients navigate the financial and human capital impacts of mergers and acquisitions. David has held progressively senior roles within high-growth technology, energy, and consumer finance companies where he has built and led sales, marketing, operations, finance, and customer care teams. David is passionate about helping leaders and organizations simplify their strategy to ensure alignment between internal and external stakeholders and ultimately drive traction towards happy clients and team-members.

David holds degrees from Huron University College at Western University and the Sauder School of Business at the University of British Columbia and is co-author of Hitting Stryde: An Early Career Gen-Y Career Survival Guide.

CSPN Member:
Early Bird Deadline
Registration Deadline

May 25, 2023

Sponsored By: