CX Strategy for Disney's Retail Future

Crafting unified strategic communications for the future of Disney's online and offline retail experiences.

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Director of CX Strategy
CX Strategy for Disney's Retail Future


Disney was in the process of developing the future of their retail experiences online and offline. To help craft a cohesive customer experience for the future, they partnered with our team at RED Interactive to research, design and develop an omni-channel strategic communications framework and digital CX ecosystem to support the merger of disparate franchises and new audiences to the Disney fan world (i.e. Disney, Star Wars, Pixar and Marvel)


  • Successfully delivered a comprehensive omnichannel CX communications strategy and framework to guide the future evolution of Disney's ecommerce and retail shopping experiences.
  • Led day-long strategic design thinking workshop with Disney executive stakeholder team to collaborative define the future of Disney's shopping experience.
  • Led cross-functional data, strategy and research team in parallel with creative production and UX design teams to successfully deliver actionable strategic recommendations.

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