Under Armour’s John Ludlow brings his omni-channel retail experience and insights to the Interactive Customer Experience Association’s advisory board. Alongside other advisory board members, Mr. Ludlow will highlight CX trends and help define the future of customer experience and the ICX Association.

Under Armour, a leading retailer and consumer goods brand, has been represented within the ICX Association for many years. The innovative retail brand has successfully served customers through retail partnerships and have recently focused on accelerating their direct-to-customer strategy to better serve consumers in a 1:1 relationship. Their customer-centric model and desire to understand customers’ interests to create engaging experiences across online and offline have made the brand an industry leader in transforming retail consumer experiences.

UA’s former Director of In-store and Experiential Marketing and current Senior Director of Marketing, Christiana DiMattesa, has served on ICX Association’s advisory board since 2017. DiMattesa has shared invaluable insights during advisory board meetings, industry peer-group calls and associated industry events, like the Interactive Customer Experience Summit and Self Service Innovation Summit. While at the ICX Summit, DiMattesa proclaimed, “All of us together have the opportunity to change customer experience.”

Just as DiMattesa has been an incredible driver of customer experience initiatives, John Ludlow, Director of North America Omni-channel for Under Amour, also plans to contribute to the association and future of customer experiences in a meaningful way.

Some of Ludlow’s key accomplishments include:

  • Helped bring Montessori education to over 150 early education centers in China by orchestrating a partnership between a leading Chinese education company and U.S. based International Montessori Council
  • Led consulting projects focused on Digital Transformation with experiences that include helping a national tire & automotive services retailer increase 25% sales growth by driving engagement through a connected physical storefront and online business
  • Drove new partner models for Nike and defined collective approach for serving customers through connected member experiences, inventory and data between the brand and strategic wholesale partners
  • Devised long-term strategic vision for Nike’s online to offline expansion

His experience in providing consumers with greater convenience, choice, product availability, and speed through online to offline experiences have led him to Under Amour. In his role with the industry-leading brand, he will assist the organization in understanding customer needs, meeting customers where they are, and creating impactful omni-channel experiences.

In a recent discussion with Ludlow, he alluded to consumers’ view of omni-channel shopping. He says, “Consumer shopping preferences continues to blur the lines between physical and digital, demanding that brands create unique personalized experiences that integrates seamlessly into their lives. Brands need to create consumer-driven experiences and more digitally connected shopping experiences across all consumer touch points.”

With regard to measuring the success of customer experience initiatives, Mr. Ludlow alludes to the changing perspective of KPIs in the retail industry. “Rather than relying on traditional metrics, like sales, add to cart, checkout and conversions, we must deviate from this traditional perspective of key performance indicators. Success of experiences is more accurately measured by how long a customer is engaged, the intensity of their engagement, and how they re-engage,” says the retail innovator.

With a wealth of insights to bring to the ICX Association advisory board, more exclusive insights from Mr. Ludlow are to come to members of the association.

As a member of the advisory board, John Ludlow will share insights and perspectives on the customer, their evolving behaviors and successful strategies based on his own experience in the retail industry. He will join quarterly advisory board calls to inspire the future of customer experience and innovation in the technology that supports CX initiatives.

We are honored to welcome John Ludlow as an ICX Association advisory board member.

About Networld Media Group

Founded in 2000, Networld Media Group is a leading business-to-business (B2B) media communications company specializing in digital media, associations and events in the tech, banking, retail and food service industries. Online properties include ATMmarketplace.com, DigitalSignageToday.com, FastCasual.com, KioskMarketplace.com, FoodTruckOperator.com, QSRweb.com, PizzaMarketplace.com, RetailCustomerExperience.com, VendingTimes.com and BiblicalLeadership.com. Annual events include the Fast Casual Executive Summit, the Restaurant Franchising & Innovation Summit, the Bank Customer Experience Summit (BCX), the Interactive Customer Experience Summit (ICX) and the Self-Service Innovation Summit.

Read the full story.