Robert Spector

Robert Spector, author of The Century-Old Startup and expert on Nordstrom's renowned customer service, shares insights with Declan Ivory, VP of Customer Support at Intercom. They discuss Nordstrom's startup mentality and how adaptability fuels its innovation. The conversation highlights the significance of omni-channel experiences and the integration of AI for personalized interactions. Spector also delves into the company's commitment to social responsibility, emphasizing how values can deepen customer loyalty and engagement in today's digital age.