How Retailers Can Thrive in the Connected Economy

Embrace Disruption – How Retailers Can Thrive in the Connected Economy

Retail customers no longer differentiate by products and services. They demand experiences tailored to their needs — connected customer experiences that transition seamlessly between their digital and physical interactions.

In this engaging session, Vice President IDC Retail Insights, Leslie Hand, and TCS Global Head of Product Marketing, Marcus Hearne, will discuss:

  • How infusing business engagement strategies with a connected consumer approach can help build deeper customer engagement
  • How to make better decisions through a deeper understanding of your customers’ interactions based on augmented intelligence
  • Why it’s important to take a wider perspective of the customer journey that extends beyond traditional boundaries and thinking


Leslie Hand

Vice President
IDC Retail Insights

As Vice President for IDC Retail Insights, Leslie Hand is responsible for the research direction for IDC Retail Insights, an IDC industry business unit that provides global, fact-based research and analysis on best practices and the use of information technology that assists clients in improving their capabilities in key process areas. She works with retailers and technology providers on developing best practices and strategies, aligned with where they are, and where they want to go, leveraging IDC quantitative and qualitative data sets.

Before joining IDC, Ms. Hand spent 28 years in the retail industry, with 5 years in operations and 23 in retail information technology and technology strategy. While in retail operations she managed stores and was instrumental in defining new customer centric and more efficient operational processes. While in retail technology she has guided strategy, technology selections, development, implementation and support efforts for the full gamut of retail technologies, in a variety of retail segments that include grocery, drug store, and specialty.

Leslie likes to say that she will always be a retailer through and through, but in her current role she now has the opportunity to work for many top retailers and the technology providers that serve them.

Leslie won many quarterly research awards and IDC’s most prestigious and highest honor for research excellence, The James Peacock Award, in January 2013.

Ms. Hand is a frequent speaker at industry and technology vendor events and is regularly quoted in the business, technology, and trade press. She holds a bachelors degree from the University of Pennsylvania.

Marcus Hearne

Global Head, Product Marketing
TCS Digital Software & Solutions Group

Marcus Hearne has global responsibility for Digital Software & Solution Marketing at TCS. In the past, Marcus has held senior management and executive roles at SPSS and IBM. He has deep experience in analytics and in product and marketing management.

Marcus can most often be found working with private and government organizations on the use of advanced analytics to improve the experiences and well-being of people.

Marcus was born in London, England. He grew up in Melbourne, Australia where he graduated from Melbourne University and presently lives in Colorado, USA.

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