The 2023 Programme

Introduction and opening comments

Darren Williams, Executive Chairman, Scrubd

Webinar No 1: Omnichannel customer journey management - engaging the modern shopper

This session will examine what are the biggest challenge retailers face when it comes to engaging the modern shopper – we will discuss how can the use of data and enhancing CX can help improve the way retail interacts with and engages customers.

• Unlocking more potential through customer conversations
• Conversation analytics - identifying friction points and insight points
• How to measure CX journeys - service KPIs to improve your bottom-line
• Using data to understand how to engage with your customers
• How a customer-first mindset drives long term omnichannel retail success
• Making CX relevant throughout an omnichannel customer journey

Webinar No 2: Customer engagement - how to thrive in the 'always-on' digital customer era

With more channels than ever, and millions of customer interactions, how do retailers ensure prompt, authentic and premium customer engagement with limited resources? This session will discuss best practice advice and lessons learned on how humans and technology can work hand-in-hand to meet and ultimately exceed rising customer expectations.

• Utilising new technologies and approaches to engage new and retaining existing customers
• How to drive engagement with less resources – how can humans / technology work together?
• Fuelling your automation strategy - delivering CX in the ‘always on era’
• Reacting quicker to your customers’ behaviours - how to enable the marketer to do more
• How can you get customers to engage especially with low frequency purchases?
• How do you drive loyalty on apps, especially in the busy retail environment?

Webinar No 3: Customer journey management - embracing cost effective delivery of excellent customer service.

More than ever retailers are focused on their digital transformation and creating one view its customers across all channels and with all partners, with the aim of improving customer engagement. This session analyses the power of joining up all services to create better customer experience and increased engagement. 

• Converting customers through engaging content and communication - create a frictionless digital journey
• Making customer experiences relevant throughout the customer journey
• How to capture all customer touchpoints across digital platforms
• The use of a cost effective strategy to drive CX in customer journey management
• Importance of BPO services aligned with inhouse service values