Macy’s CEO credits “customer journey mapping” as the foundation of their turnaround

One year into his role as CEO, Jeffrey Gennette has attributed Macy's limited turnaround so far to a renewed focus on the customer and has doubled down in that area significantly by testing and then scaling out a range of new capabilities and experiences.
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Howard Tiersky is CEO and founder of FROM, The Digital Transformation Company. FROM helps enterprises adapt their customer experience, value proposition, technology and operating processes to win the digital customer. FROM's clients include Avis, NBC, Mattel, A&E, Mall of America, Universal Studios, JPMC, American Girl, Sesame Workshop, Morgan Stanley, Exelon and ClearChannel.

Prior to founding the company, Howard spent eighteen years with Capgemini, one of the worlds leading global consulting firms, as Vice President for Media & Entertainment.

At Capgemini, Howard led the firm's digital media capabilities for North America, driving major e-business transformation projects for clients including General Electric, General Motors, NBC-Universal, Office Depot, Turner Broadcasting, Sprint PCS, Sears, Allstate, Merrill Lynch and Cisco.

Howard speaks regularly at major industry conferences, and is also on the faculty of the NYU Tisch School of the Arts where he teaches courses on the intersection of television industry and the Internet. Howard holds a Bachelors of Fine Arts from NYU, and a Masters of Fine Arts in Directing from the USC School of Theater, Film and Television.

The opinions expressed in this blog are those of Howard Tiersky and do not necessarily represent those of IDG Communications, Inc., its parent, subsidiary or affiliated companies.