I wanted to share with you an important update as it relates to the re-naming of the Knowledge Resources Group (KRG) to a new, more contemporary name of the Customer Engagement Group (CEG).  

The main focus of the team continues to be on developing product knowledge content, liaising with Trade Partners and Associations, and supporting our network of 300+ Product Consultants.  

In recognition of the broader scope of the department, we have re-evaluated Diana Ruscetta’s role to Senior Manager, Customer Engagement Group (CEG).  Under the leadership of Diana, the CEG team will develop key programming & initiatives which elevates both the product knowledge education of our front-line team members along with improving the ability of our people to share engaging product stories for our customers. Our goal is to enhance our Customer First culture by deepening customer loyalty, translating the vision and improving the experiential journey for our customers. The shopping experience in our stores will become the perfect blend of physical and digital experiences - underpinned by our People, the storytelling of product, the selling skills of our employees and the design of the customer experience journey.   

Please join me in wishing Diana and her team much success. 

  • Karen Rossetti 
  • Senior Director, Store Operations & Support