CUSTOMER STORY: CINAREO & NORDSTROM
The Plan Behind the Promise: How NORDSTROM Is Turning CX Capacity Planning Into a Strategic Advantage
Scenario-based planning that helps NORDSTROM maintain service commitments and customer loyalty while keeping a close eye on labor costs and budget.
DATE
Tue, Nov 10, 2026
TIME
2:00PM ET
ABOUT THE SESSION
Delivering on the promise every hour, across every channel and location
This session continues the conversation Rafael joined with Aspect and Cinareo in April on making confident capacity decisions under uncertainty, this time with Nordstrom’s own experience at the center.
When customer experience is central to your brand, as it is for Nordstrom, the contact center must deliver on that promise every hour, across every channel and location. Increasingly, business priorities and customer behavior are changing faster than plans can keep up, and even when forecasts are accurate, KPIs are missed.
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To enable more agile strategic planning, Nordstrom decided it was time for a new operating system at the foundation of its CX capacity planning practice.
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Join Rafael, Director of Workforce Management at NORDSTROM, to hear what drove that investment and what the company set out to achieve. Rafael will share how Nordstrom is using scenario-based planning to evaluate different staffing and service options, understand their cost implications and inform decisions about how to deploy resources.
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With the approach now in use across three lines of business, Nordstrom plans to expand it across more of its customer care operations. Rafael will also discuss longer-term opportunities to rethink how its contact center network is organized, including how different locations could be used to support service needs more effectively.
Even when forecasts are accurate, KPIs are missed. The difference is how quickly a plan can respond when the business changes.
What this session gets into
1
The investment case: why Nordstrom chose a different approach to capacity planning
3
Capacity planning as a strategic commitment to Nordstrom’s customer experience standards
2
Clearer decisions about staffing, service, and operational trade-offs
4
Longer-term opportunities to rethink how its contact center network is organized
WHO IS IT FOR
For leaders who connect planning to business decisions
This session is for customer experience and contact center leaders who need to de-risk service, CX and cost decisions as operations grow more complex, and the WFM and planning teams who bring them the options to do it.
VPs & Directors of CX / Contact Center Operations
Hear how Nordstrom ensures the planning decisions behind its customer experience commitments are evaluated before resources are committed.
WFM and Capacity Planning Leaders
Hear how Nordstrom’s planning team is transitioning to strategic business advisors, bringing leadership the evaluated options it needs to act with confidence.
CX and Contact center executives
To see how planning
capability connects to
staffing, service level and
cost decisions.
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