Ornella Urso, IDC
Ornella is Research Director for CX, Loyalty and Commerce at IDC Retail Insights, leading the Worldwide Retail Customer Experience, Loyalty and Commerce Strategies program. She is lead author on IDC survey research covering the state of retail CX and commerce, luxury retail customer experience, and European omni-channel retail, and a co-author of the Retail Technologies and Business Processes Trends Survey analysis.