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Presentation: High-Touch Service @ Scale: Shopping Apps With a Human Face

Track: Modern User Interfaces: Screens and Beyond

Location: Majestic Complex, 6th fl.

Duration: 10:35am - 11:25am

Day of week:

Level: Intermediate

Persona: General Software


Personalized content and product recommendations powered by machine learning algorithms are now the bread and butter of shopping apps. As our customers exponentially shift to digital every year, we continuously seek ways to differentiate ourselves in helping customers find the products they love.

One way to do this is through high-touch services and leveraging our highest converting assets—our Sales Associates. This session will focus on crafting the experience designed to encourage customer-to-stylist personal relationships: the balancing act between taking advantage of automation and large scale processing while still retaining the personal and real-time nature of human to human interactions and the right set of incentives for both sides.


Speaker: Natalia Bartol

Director, Mobile Engineering @hudsonsbay

Natalia is the Director of Mobile Engineering at Hudson’s Bay Company, overseeing mobile application and service development for Saks Fifth Avenue, Gilt Groupe and The Bay. She has worked in backend- and mobile-oriented engineering and leadership roles for the past 9 years, for companies including Zend Technologies and IBM.

Find Natalia Bartol at

Speaker: Kyla Robinson

Director, Product Mobile Apps @hudsonsbay

Kyla is the Director of Product Management for Mobile at Hudson’s Bay Company, overseeing product development for Saks Fifth Avenue, Hudson’s Bay, and Gilt Groupe at the headquarters in NYC. She has been in mobile-focused commerce and marketing roles for the past 8 years across advertising, finance, and beauty for companies including Estée Lauder, Oppenheimerfunds, and ZenithOptimedia.

Find Kyla Robinson at