H&M’s Game-Changing Approach to Brand, Tech & Customer Experience with Jenn Volk
April 2, 2025
Welcome to the 78th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with Jenn Volk, Head of Digital at H&M Americas, for an in-depth discussion on how one of the world’s most iconic retail brands, H&M, is reshaping digital commerce. Jen discusses actionable insights on leading H&M’s 2024 website relaunch, crafting seamless omnichannel experiences, and why today’s ecommerce strategy demands more brand storytelling than ever before.
Welcome to the 78th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with Jenn Volk, Head of Digital at H&M Americas, for an in-depth discussion on how one of the world’s most iconic retail brands, H&M, is reshaping digital commerce. Jen discusses actionable insights on leading H&M’s 2024 website relaunch, crafting seamless omnichannel experiences, and why today’s ecommerce strategy demands more brand storytelling than ever before.
What You’ll Learn:
- How H&M blended digital storytelling with ecommerce conversion in their 2024 site relaunch
- Why product detail pages (PDPs) are now the first brand touchpoint, and how to optimize them
- The omnichannel mindset: How H&M integrates in-person events with shoppable online experiences
- How to align loyalty programs and measurement to boost cross-channel engagement
- Why customer journeys are unpredictable, and how H&M stays agile in response
- How influencer marketing is being embedded directly into the ecommerce experience
- The key metric Jen’s team uses to evaluate digital success in 2025