How REI Re-shaped the Customer Experience

Name: How REI Re-shaped the Customer Experience
Channel: InnoLead
Description: REI’s Chief Experience Officer discusses the balance between pleasing customers and internal stakeholders, and the impacts of COVID-19 on the company.

REI’s Chief Experience Officer discusses the balance between pleasing customers and internal stakeholders, and the impacts of COVID-19 on the company.

June 22, 2021 · 1 min read

When discussing innovation at large companies, REI Chief Experience Officer Curtis Kopf compared the idea of leading co-workers into new, uncharted waters to space exploration in science fiction. “If you are working in a company where the legacy business model was incredibly…