The Frictionless Experience
What Makes Fossil Group’s Omnichannel Experience Tick with Chayse Joubert (ex-Fossil, McCormick & Co, Whole Foods)
Mar 24, 2025
In this engaging discussion, Chayse Joubert, Former Senior Director of Digital Transformation at Fossil Group, shares his expertise in creating seamless omnichannel experiences across 65 global markets. He highlights how customers seek fluidity across channels rather than being confined to one. Chayse also discusses the importance of cultural nuances in global expansion and encourages viewing AI as a supportive tool, not a replacement. Additionally, he emphasizes the emotional connection customers have with timepieces and the need for innovative retail strategies.
48:31
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Quick takeaways
- Fossil's success in launching 65 localized websites emphasizes the importance of a cohesive omnichannel experience for global consumer engagement.
- Chayse Joubert advocates for viewing AI as a tool to enhance human expertise, rather than a replacement, in business operations.
Deep dives
The Omnichannel Experience
The podcast emphasizes the critical nature of the omnichannel experience for brands and consumers. It dispels the myth that the consumer journey should be segmented into separate physical and digital spaces, asserting that today's consumers engage across both environments fluidly. This shift in consumer behavior demands that brands create a cohesive experience that meets customers where they are, whether in-store or online. By focusing on a holistic customer journey, businesses can enhance engagement and consumer satisfaction, ultimately optimizing the conversion process.
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