Adam has been with Macy’s for 15 years. As Director of Omnichannel Support, heI currently oversees Research and Planning for all call center related strategic initiatives in the Macy’s Omnichannel group. This includes all contact center interaction regarding .com orders (macys.com & bloomingdales.com), online big ticket sales (furniture and mattresses) and enterprise big ticket service recovery. My team prioritizes and plans all enhancements to existing applications, including our primary Desktop GUI. We base this prioritization on customer feedback from VOC surveys, agent feedback from roundtable discussion and productivity analysis we do using a software package we purchased. Our goal is to provide diverse system releases that improve all our businesses, the agent experience, productivity…..and most importantly, the customer experience. My team also seeks out information on contact center industry trends and engages the appropriate experts / vendors / partners on the next best strategies to pursue. We are responsible for all system requirements up until we reach testing, at which point we hand off our projects to our System Stability team.