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The 2022 Programme


09:30

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Introduction and opening comments 

Darren Williams, Executive Chairman, Scrubd

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09:35-10:35

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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

Scott Minihane, Business Development Manager, Infinity

Anouk de Lange, Senior eBusiness & Webshop Specialist, Jacobs Douwe Egberts Professional

Desi Reuben-Sealey, Senior Manager UX, Victorinox

Steve Webster, eCommerce Director, Liwa Stores (UAE)

Shweta Pamula, European Category & Campaign Insights Manager, Samsung Electronics

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11:00-12:00

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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?

Danni Hunt, Head of Multi-Channel Campaigns, RedEye

Alex Mead, Executive Director of Customer Service Experience, GCC Startup (Digital Challenger Bank)

Jai Whiting, Head of JML Direct, JML Group

Shetal Bhatt, Senior Director - Digital Customer, Sixt

Filip Janczak, Marketing Manager, Bluebella 
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Venue & Contact


VENUE
Online

EVENT DATE
15 June 2022

START TIME
09:00

CONTACT
For retail speaker opportunities:

Claire Knott
E: [email protected]
T: 01276 489626

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385
E: [email protected]

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