From its early beginnings as a digitally native disruptor to becoming a household name in eyewear, Warby Parker has consistently challenged conventions in retail. Sandy Gilsenan, Warby Parker’s chief retail and customer experience officer, explores how the company is reshaping the customer journey and redefining what it means to be an innovative retailer today.

(00:00:00) Gilsenan’s career path to Warby Parker

(00:05:08) The power of omnichannel retail

(00:07:43) Who is the Warby Parker customer?

(00:10:30) Staying innovative and looking ahead

(00:16:20) Harnessing AI to enhance retail

(00:20:30) Advice for the next generation of retailers

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• 353: How customer-facing AI will energize retail’s future

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