Five minutes with Nordstrom’s Vice President of Customer Experience

Since hearing Pat Ogawa speak at Shop.org’s Annual Summit last year, I’ve been following innovation at Nordstrom quite closely. It’s been refreshing to see the historic brand, known for its in-store customer experience, thrive both online and off while bringing digital to the physical store experience (I’m sure you remember the coverage of their Pinterest initiative). And while it may be a top buzzword this year, innovation – beyond making Nordstrom a compelling place to shop – also makes it an exciting place to work. From the introduction of an Innovation Lab and Customer Experience Center to a full-blown tech talent recruitment plan, it’s clear that the Nordstrom leadership team recognizes that great ideas come from all types of employees in any area of the company – and value their contributions on how the brand can continually improve the customer experience.

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