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The 2021 Programme


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Introduction and opening comments 

Darren Williams, Executive Chairman, Scrubd

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Fireside Opening Chat: Winning in the new consumer landscape - adapting to changes in behaviour

  • Is online shopping here to stay or are consumers craving the in-store experience?
  • The continuous balance between transactional and human service
  • How to respond to market wth authenticity moving forward
  • What is considered successful customer engagement - the future impact of digital on retail experiences?
  • Evolving expectations of the digitally connected and informed consumer
  • The importance of online reputation to attract and convert new customers

Ben Stirling, Managing Director, Webloyalty

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11:00-12:00 Webinar No 1: AI, analytics and data - how to thrive in the digital customer landscape
Artificial Intelligence (AI) is transforming the retail industry by enabling omnichannel, personalised shopping experiences. A retailer using AI to personalise customer experiences can achieve higher sales, differentiation, and market share in today's changing and competitive market. Learn how to use AI to understand and anticipate the behaviours of customers in order to serve better, more personal, more relevant experiences that lead to increased loyalty over time. 

  • How can retailers and brands successfully integrate AI?
  • How can technology be used to help revive sales in a challenged market?
  • Using AI to analyse market trends to delivering product recognition and comparison
  • Utilising new technologies and approaches to engage new and retaining existing customers
  • Using data science to create a sustainable impact on the bottom-line
  • How to protect your brand with powerful insight analytics
13:00-14:00 Webinar No 2: Customer loyalty - how to improve retention with personalisation and digital experiences
Personalisation is a powerful tool in the world of retail eCommerce, it develops trust with exisitng and new customers that can be the differentiator between 'visit' or 'interest' and closing the transaction. In this session, learn how to increase loyalty through winning digital customer experiences to deliver personalised, joined-up customer journeys across multiple channels to fuel conversions and loyalty.

  • How to drive value and loyalty - what services should you prioritise?
  • The importance of mobile messaging to drive action in the digital age
  • How to win customer loyalty through feedback and action
  • How your brand can leverage personalisation and loyalty for increased engagement
  • What metrics can you use for measuring that engagement and loyalty?
14:30-15:30 Webinar No 3: Ingraining customer-centricity to ensure effective CX strategies and drive long-term digital and physical success

How to build a complete, consistent, holistic view of your customers so you can improve their customer experience. This session will give you a greater customer insight into how to improve your CX and find out what the secret of happier customers is.

  • Learn how to turn your retail customers into brand advocates
  • Improving CX at critical points in-store
  • Engaging employees in the CX experience: happy staff = happy customers
  • Digitalising your physical CX
16:00-16:45 Webinar No 4: Customer journey management  - embracing digital transformation for a unified view of the customer
More then ever retailers are focused on their digital transformation and creating a single view of its customers across all channels, all with the aim of improving customer engagement.

  • Converting customers through engaging content - create a frictionless digital journey
  • Making customer experiences relevant throughout an omnichannel customer journey
  • Enhancing customer experience through improved journey mapping, design and optimisation,
  • The rise of digital connections to humanise the online experience
  • Ensuring you capture all customer touchpoints across digital platforms
  • The use of UX in customer journey management

Matthew Lawson, Chief Digital Officer, Ribble Cycles

Venue & Contact

Digital Event

June 17 2021


For retail speaker opportunities:

Claire Knott
T: 01276 489626

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385

Meet Our 2021 Partners

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