In this Love Generation session, Lars Gazelius, Global Head of Digital at H&M, shares how one of the world’s most iconic fashion retailers is creating meaningful customer experiences at global scale. From digital relevance to emotional connection, this is a fascinating look inside the thinking shaping the future of modern retail.
At Love Generation, Lars Gazelius, Global Head of Digital at H&M, shares how the brand is thinking about modern customer experience in an era shaped by changing expectations, digital acceleration, and AI-driven commerce. From relevance and discovery to inspiration, accessibility, and emotional connection, this is a rare behind-the-scenes look at how one of the world’s biggest fashion retailers approaches digital experience at scale.
Throughout the session, Lars explores how H&M balances technology with humanity. How do you create experiences that feel meaningful for millions of different people? How do you stay relevant in a world where expectations constantly evolve? And how do you use data and digital tools without losing the emotional connection that great retail has always been built on?
This is a thoughtful, inspiring, and deeply practical session for anyone working in ecommerce, retail, customer experience, marketing, digital product, or brand strategy.
You’ll hear perspectives on:
A fascinating look inside the thinking shaping one of the world’s most recognizable retail brands.
See how retailers like yours use AI-powered customer engagement, product discovery, and loyalty to grow revenue — tailored to your business, not a generic walkthrough.
