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Disney

Unified CX for the Future of Disney Retail

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

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)

Outcomes

  • 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.

My Role

Director of CX Strategy, Team/Project Leader

Year

2016-2017

Client

Disney

Team

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