We look at CX from two different lenses. For in-store, we have technologies, platforms, and analytics that help our business teams understand how well we are executing to serve our shoppers at what we call the “first moment of truth.” We use virtual reality, image recognition, and data science to help us serve shoppers and grow the category together with our retail partners. Fourth- and fifth-generation retail has arrived, and we are very close to it in Asia.
From a digital perspective, we are focused on making fundamental changes to our core digital platforms to enable our brands to understand consumer shopping behaviors and habits within the digital, direct-to-consumer, and e-commerce ecosystems to drive sales growth, contributing to top- and bottom-line growth. We are constantly looking at new tech and platforms for greater speed, personalization, and to improve our capabilities to meet consumer expectations around capabilities like digital wallets, one-click purchasing, product advisers, loyalty, and subscriptions.