June 18, 2019

Tech-Talk WebinarBegins at 1:00 PM ET

Webinar: J.Jill’s 5 Power Tactics for Digital CXYou will be connected to audio using your computer’s microphone and speakers (VoIP). A headset is recommended. Or you may select “Use Telephone” after joining the webinar. To join using your telephone, dial the conference number and provide the access code noted in your control panel.

You’ll be receiving an email this week with a link to view the on-demand materials.

PRESENTERS

Faythe Shortelle is the Vice President of Contact Center Operations at J.Jill

and has been a member of the J.Jill team since 1999. She has executive

experience in the development and execution of Contact Center policy

and programs to support multi-channel Direct Marketing businesses with

an emphasis on maximizing efficiency and profitability through on-going

operational refinement.

Tara Sporrer is a customer operations and marketing professional with

more than 15 years of experience in the enterprise software industry. As

Moxie’s SVP of Marketing, Sporrer is responsible for delivering corporate

communications and marketing programs that drive the company’s

market presence, revenue and profitability.

MODERATOR

Nancy Taffera-Santos is senior vice president of

media solutions and strategy at eMarketer. Nancy

has been at eMarketer for over 12 years and

oversees the media business, developing

programs for leading advertisers

in adtech, martechand media.

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J.JILL5 PO WER TAC TIC S FO R D IGITAL C X

Customers Expect Businesses to Be There

• Know me, but don’t make me give you information

• Allow me to switch devices seamlessly

• Don’t make me channel shift

• Help me without interrupting

• Tell me something useful – before I have to ask

• Don’t waste my time

J . J I L L C U S TO M E R

Confident, tech-savvy woman who loves her in-

store experience

FA S H I O N R E TA I L E R

Catalog | 270 Stores | Online

About J.Jill

C U S TO M E R C O M M I T T M E N T

Provide friendly, guiding service on any device

J.JILL CX APPROACHG U I D E C U S T O M E R S T H R O U G H T H E I R D I G I TA L J O U R N E Y

Acquisition / Retention

• Digital Marketing to Increase Visitors to Digital Channels

ACQUIRE DELIGHT PAY SERVE

Service

• Provide a post purchase experience that exceeds expectations and services to solidify our customer’s connection with the brand

Purchase

• Provide a purchase experience that exceeds expectations and services to solidify our customer’s connection with the brand

ProductAvailability

• Providing a product assortment & availability experience that will ensure she can find her desired style, size and colors

ProductDiscovery

• Providing product discovery and selection experience that is easy, uncomplicated, relevant and guiding across all device types

Brand

• Provide a branded site experience

• Content that is authentic, approachable, engaging and meaningful

• L I V E C H A T W I T H S T Y L I S T S

( 9 6 % C S A T )

• C H A T D E F L E C T I O N F O R

F R E Q U E N T I N Q U I R I E S

Digital Engagement Channels

• E M A I L M A N A G E M E N T F O R

N O N U R G E N T Q U E S T I O N S

• I N T E R N A L K B F O R

C O N S I S T E N C Y ( 2 0 % W F H )

1. CUSTOMER SEARCHES FOR SPECIFIC ITEM BUT NO

RESULTS FOUND

J.JILL CUSTOMER MOMENTE F F O R T L E S S E X P E R I E N C E S

PROACTIVE GUIDANCE

2. A PROACTIVE OFFER IS TRIGGERED BASED ON

STRUGGLE POINT

3. PROACTIVE GUIDANCE HELPS IDENTIFY ANOTHER

RELEVANT ITEM

T E S T & L E A R N A P P R O A C H

User testing and usability study

S H I F T I N G TO M O B I L E

Know your customer behavior

(28-30% chat on mobile at J.Jill)

The Mobile ExperienceC O N S I S T E N T E N G A G E M E N T

D E S I G N

Responsive design across all devices

Tip 1: Integrate digital engagement data with workforce management

Tip 2: Partner with Marketing to enable strong engagement on campaigns

Tip 3: Leverage internal knowledgebase & enable self-sufficient customers

Tip 4: Leverage proactive chat based upon customer behavior and resource availability

Tip 5: Continually evaluate and update as your customer’s behavior changes/evolves

Best Practices for Digital Engagement

5 T I P S F O R M AT U R E E N G A G E M E N T

PROVIDE AN EFFORTLESS EXPERIENCE

OFFER STYLIST SERVICES VIA CHAT

DISCOVER NEW OPPORTUNITIES WITH AI INSIGHTS

What’s Next in CX?E XC E E D I N G C U S T O M E R E X P E C TAT I O N S

June 18, 2019

Tech-Talk Webinar

Q&A: J.Jill’s 5 Power Tactics for Digital CXYou’ll be receiving an email this week with a link to view the on-demand materials.

You can register for upcoming Tech Talk and Meet the Analyst Webinars at emarketer.com/webinars

Be sure to also check out eMarketer’s “Behind the Numbers” podcast for daily, freewheeling conversations about the ways digital is transforming media, marketing, business and even life. Tune in at emarketer.com/podcast

Finally, please check out the new eMarketer Daily Forecast videos that bring our forecasts to life! You can find them every day in the eMarketer Daily Newsletter. Sign up at emarketer.com/newsletters

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