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The 2022 Programme


Introduction and opening comments 

Darren Williams, Executive Chairman, Scrubd


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 with 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

Webinar No 1: 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.

  • The power of self-service – are ‘dumb’ bots a good idea?
  • Solutions to bridge the engagement capacity gap
  • The difference between finite resources and the explosion of customer interactions
  • Utilising  new  technologies and approaches to  engage new  and retaining existing customers
  • How can technology be used to help revive sales in a challenged market?

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 existing  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?

Webinar No 3: How a customer-first mindset drives long term omnichannel retail success

Building a complete, consistent, holistic view improves your customer experience – this session will give greater insight on the secret to happier customers.

  • 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
  • How a push of a button ensures customer retention
  • Giving a voice to your customers across all touchpoints
  • Ensuring a frictionless omnichannel customer experience

Webinar No 4: Customer journey management – embracing digital transformation for a unified view of the customer

More than 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

Venue & Contact

Hallam Conference Center, 44 Hallam Street, London W1W 6JJ

15 June 2022


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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UKG LifeWork ALL: Register your place now to hear more. RETAIL HR 21 Sept LONDON
UKG LifeWork ALL: Register your place now to hear more. RETAIL HR 21 Sept LONDON

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