Customer Experience, Service & Success

Customer Experience Leader Avtex Hires New VP-Retail

customer experience services

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Brian joins Avtex with nearly fifteen years of retail experience developing and leading strategy, insights, and customer experience capabilities.

“The pandemic has forever changed the retail sector and now more than ever it is critical to drive exceptional experiences to stay relevant and ultimately thrive,” says Dale Mansour, Chief Business Officer at Avtex. “Brian brings tremendous expertise having led guest experiences at a Fortune 50 retailer, and we’re excited to have him leading our go-to-market Retail Experience to help guide transformative outcomes for our clients.”

In his time at Target, Brian led strategy and insights work for a wide range of businesses across merchandising, marketing, corporate responsibility, stores, contact centers, and digital. He established and led Target’s Guest Experience capability, building it up to a 20+ person team that led strategy and measurement of the experience and developed actionable insights for senior leaders. Prior to that, he led insights teams for several years.

As the Vice President of Retail Experience, Brian will be responsible for leading the growth of the Avtex retail business. He will lead the team in developing the go-to-market strategy and developing new IP to expand offerings in ways that can make the Avtex suite of products and services even more compelling, specifically to the retail industry. By bringing his experience to conversations with retail clients, he will also help customers transform retail by delivering innovative, personalized, and engaging experiences.

“The retail industry is highly focused on delivering great customer experiences, and Avtex has so many products and services that can help retailers do that more effectively and cost-efficiently,” says Brian. “I am really excited to unleash our capabilities on the retail industry and explore the potential we have to help retailers deliver an exceptional experience that will differentiate them in the marketplace.”

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