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Leah Cotterman


The Importance of Creating a Unique Retail Service

Leah Cotterman will present a research study, comparing the usage, appeal and influence on purchase intent of digital engagement like buy online pickup in store (BOPIS), peer ratings and reviews and personalized communication. In this session, Cotterman will discuss why it’s important for retailers to create a unique brand experience based on the needs and desires of their customers before choosing the proper tools to drive it forward.


As Director of Strategy & Insights, Leah has an active role in guiding and shaping the customer experience across a variety of client projects including brands like Mondelez, Fazoli’s and the Market at Hudson Yard. Leveraging a range of research and analysis methodologies, Leah works to discover the most meaningful insights in order to inform the creation of actionable and differentiated experience strategies. The groundwork she lays for the design team enables team members to create and execute on a insight driven customer experience. Her prior non-agency working experience with global retail and consumer packaged goods brands coupled with her MBA from The Ohio State University, gives her unique perspective in working with clients to achieve their business and brand goals. Leah’s passion for what’s next makes her an advocate for thought leadership as she’s tuned into the pulse of industry and consumer trends. She’s spoken at several leading industry conferences include IRDC and Shopper Brain Conference over the past several years.