Speakers

Zack Hamilton is a distinguished retail and eCommerce strategist, renowned for his transformative leadership as Chief Experience & Strategy Officer. With over two decades of deep retail expertise, Zack has become a pivotal figure in shaping the future of customer experience (CX), employee experience (EX), and post-purchase experience (PPX) strategies for global brands. As an eCommerce visionary, Zack has been instrumental in developing and implementing digital-first strategies that seamlessly blend online and offline retail experiences. His innovative approaches have consistently driven significant improvements in customer acquisition, conversion rates, and lifetime value across digital platforms. Zack has advised over 200 retail brands worldwide, including industry giants like Walmart, Macy's, and SEPHORA, on creating cohesive omnichannel experiences. His expertise in PPX has been particularly transformative, focusing on enhancing customer satisfaction and loyalty long after the point of sale, thereby increasing repeat purchases and brand advocacy. His strategic vision extends beyond traditional CX, embracing the holistic concept of Total Experience (TX), which integrates CX, EX, and PPX to create seamless, end-to-end experiences. Zack's work has revolutionized how retailers approach their entire ecosystem, from digital touchpoints and supply chain optimization to frontline employee empowerment and post-purchase engagement. A thought leader in the retail and eCommerce space, Zack's insights have garnered widespread recognition, with his content strategies challenging industry norms and elevating practitioner capabilities. His forward-thinking perspectives on the intersection of technology, human-centered design, and digital retail operations continue to influence the direction of the industry. As a member of prestigious organizations like the Forbes Business Council and Fast Company Executive Board, Zack Hamilton remains at the forefront of retail and eCommerce innovation, consistently driving the conversation on how to create exceptional experiences in an ever-evolving digital retail landscape.