When Chris McCann President and Chief Executive Officer of 1-800 FLOWERS.COM was sitting in the F8 keynote with Mark Zuckerberg, he had no idea Zuckerberg would be including 1-800 Flowers in the presentation. The reason 1-800 Flowers was everywhere in the press is the announcement of the chatbot release. 1-800 Flowers has always been on the brink of technology innovation. They were the first to allow customers to call them to make an order for delivery in the early 80s. They were the first retail company to have an ecommerce presence on the web in 1992 when they partnered with AOL. Now they are one of the first to take advantage of the Facebook chatbot release. Facebook will now allow businesses to deliver automated customer support, ecommerce guidance, content, and interactive experiences. 1-800 Flowers uses a few different technologies to run its large ecommerce operation that includes brands such as Harry & David and seven more.
In this podcast you will learn:
Understand the process of launching the Facebook chatbot for 1-800 Flowers.
How 1-800 Flowers ensures the quality of suggestions delivered by the chatbot
Learn about 1-800 Flowers customer service strategy
You don’t hear the word simplicity very much when it comes to customer experience. But according to Siegel+Gale CMO Margaret Molloy simplicity is the key to running a strong operation. Molloy is responsible for all marketing, communications, and business development initiatives globally. She is a modern Business-to-Business CMO with 15+ years as a marketing leader, a must-follow marketing minds on Twitter (Forbes). Molloy has led marketing organizations at Siebel Systems—where she was a member of the Siebel Systems CEO’s Circle—and served as vice president of Marketing at Telecom Ireland US (eircom). She has her MBA from Harvard Business School.
In this podcast you will learn:
The one customer experience challenge sitting on every CMOs' desk today
The changing role of PR and advertising as consumer behavior changes
Golden advice for personal brand building
This is the 2nd post in a two-part series featuring Fidelity thought leaders. Find the first post here.
It seems that every innovation story you hear today comes out of a start-up. Big companies are often described as dinosaurs, slow with trouble pivoting. So what can big companies do to ensure they too make it a habit of creating an environment for disruption? Big companies today would benefit from thinking about what they can do to prepare for a new environment where business changes at ever corner. What can big companies do to make themselves more nimble, better able to pivot and competitive in the marketplace? Evan Gerber, VP of Digital Strategy and Mobile at Fidelity knows a thing or two about disruption. He believes big companies can be just as innovative and disruptive as small companies—they just need the right approach.
An avid technophile and self proclaimed device geek, Gerber is fascinated by the interplay of business, technology, and consumer behavior. Evan's first engagement in the mobile space was over a decade ago, and he has been at the forefront of developing customer experiences across multiple devices ever since.
In this podcast you will learn: