In an AI world, Nordstrom is leaning into human care
Nordstrom’s overall sales continue to grow, and Heather Bissell, thinks she knows the driver: customer experience.
The senior director of customer care at Nordstrom says what sets the retailer apart is human care. That doesn’t mean that Nordstrom isn’t investing in AI or technology, but it’s keeping humans in the forefront, Bissell said.
“The biggest thing for us is really about the human connection,”
AI can handle an aspect of personalized care, she said. “But when you really want the face-to-face, eye-to-eye, voice-to-voice connection, at Nordstrom, that is what we do really well, whether it is in the store, on the phone, chat, email, social media. Just across the board, it’s about really making people feel special and validated.”
In an AI world, Nordstrom is leaning into human care | Retail Dive