With growing use of digital solutions by customers for shopping, the stores need to take a different role; that of providing entertainment and a chance to connect with a brand on a much deeper, human level. In this talk, consumer psychologist Kate Nightingale will talk about what Human-Centred Customer Experience is, why it is a key part of the future of retail and what role senses play in building such an experience within your store.
Kate Nightingale is a consumer, fashion and brand psychologist with experience in retail, hospitality, marketing and construction industries. She has studied psychology, economics, marketing and fashion and continues her education daily.
She has worked with companies from various industries and across all business departments. Some of her previous clients include Harvey Nichols, Next, The Trafford Centre, British Heart Foundation, various design practices and brand strategy agencies.
She founded Style Psychology Ltd as she felt that behavioural science could be used to improve business decisions yet no one was delivering such a service. Today she advises retail and hospitality brands as well as companies working with them on consumer behaviour and how it affects their business and design decisions.
She is the lecturer in Consumer Behaviour & Psychology at London College of Fashion as well as previously lecturing on MSc in Consumer Psychology at London Metropolitan University and often speaks at industry events and conferences such as the Retail Design Expo 2016 and POPAI Retail Experience Conference 2016.
Kate has been shortlisted for Women in Marketing Award in 2014 and Style Psychology Ltd has won Best Consumer Behaviour Consultancy Award in Corporate Vision Consultancy Awards 2015. Kate is often approached by press and has appeared on Sky News, BBC News Channel, Channel 4 News, ITV London News and in The Independent and The Guardian.