Kevin Moffitt on customer experience
From Office Depot & OfficeMax President on Transformation & Omnichannel Innovation | Live at eTail 2025 · · Omni Talk Retail
“The vast majority of customers who walk into one of our stores are going to have someone welcoming them, asking what brought them in that day, and how we can help them. This human factor is a big differentiator for us.”
On , Kevin Moffitt, Executive Vice President & President of Office Depot at ODP CORP, spoke about customer experience during Office Depot & OfficeMax President on Transformation & Omnichannel Innovation | Live at eTail 2025 on Omni Talk Retail.
About Kevin Moffitt
Kevin Moffitt, President of Office Depot and OfficeMax, discussed the company's transformation and omnichannel strategy at the eTail 2025 conference. He described the business as serving both consumers and small businesses, which he called an underserved market. Moffitt said the company is balancing goods and services, noting that 200 stores offer TSA pre-check enrollment. He highlighted a 20-minute in-store pickup promise and said associates use mobile devices from Zebra Technologies to manage inventory and customer needs. Moffitt stated that the company is using AI for specific tasks, such as digitizing user manuals and associate-facing documentation to help employees find solutions quickly, and for personalizing promotional emails. He emphasized the importance of human interaction in stores, saying that most customers are greeted by an associate who asks how they can help. Moffitt also noted that all stores function as full-service print facilities and that the company is focused on supporting customers as work and life have blended together.