Brian Dennis

About Brian Dennis

Brian Dennis is the Vice President of In-Store Customer Experience for Kohl's Department Stores and is responsible for driving the consumer journey in their 1100+ locations. For more than 20 years, Brian has been a customer service thought innovator who has demonstrated proven excellence in his field. He is the author of 2 books on customer service with his newest title 'If The Customer's the Co-Pilot, You're in The Wrong Seat' being released in Spring of 2016. He is recognized internationally as an industry expert and is a sought out keynote speaker, panelist and key contributor on the integration of customer service, omni-channel and retail. Brian serves on the advisory board for NextPoint and in January 2015, was appointed to the Board of Directors for the Fisher House of Milwaukee. The Fisher House provides a "home away from home" for military and veterans' families to be close to a loved one during hospitalization for an illness, disease or injury.

The Portillo’s ‘Golden Ticket’: Where customers and associates both win

By Brian Dennis| 2017-06-28T02:24:49+00:00 March 20th, 2017|Categories: Employee Engagement, Experience Design|Tags: employee training, exemplary CX, hotdogs, Portillo's, training|

Growing up on the South Side of Chicago, I had my choice of numerous hot dog joints and Italian Beef stands to choose from. However, nothing brought me greater joy than when my father would pile us into the car and take us to the Portillo’s in Villa Park, Illinois. Having relocated to Milwaukee, Wisconsin and [...]

What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like

By Brian Dennis| 2017-06-28T04:00:03+00:00 October 5th, 2016|Categories: Customer Centricity, CX Strategy, Experience Design|Tags: customer experience, experience, Pirch, sensation, senses|

A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to answer as my wife and I just shopped a retailer we had not been too previously in Oak Brook, Illinois called [...]

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