The 2020 Programme

How can retail brands ensure business continuity by seizing the opportunity of customer loyalty and engagement online? Retailers who can optimise their online presence benefit from an improved customer experience and drive additional revenue. During this webinar, our speakers will discuss the following:

• Having a 360-degree view of the customer journey from online searches, to store visits and stores' experience feedback
• Reviewing the ways to ensure the overall brand, and individual locations can rank higher in local search and be found easier online
• Tapping into unstructured data customers are leaving online in conjunction with survey results to improve in-store experience
• Using AI and machine learning to discover operational insights and increase revenue

Phil Capper, Enterprise Sales Manager, Reputation

Brie Read, Founder, Snag Tights

Rebecca Saunders, Founder & CEO, Seekology

Companies that are organising the CX around journeys are delighting their customers, increasing loyalty and improving profitability. This webinar will help retailers deliver a more personal tailored message, to the right group of people, at the most impactful time.

• Create super-audiences via personalisation - communicate more effectively with your customers
• Personalise the shopping experience - understand what motivates and compels consumers to embrace your brand
• Build a connected cross-channel experience - seamlessly engage through the full buying journey
• Recognise the impact of each channel - deliver personalisation uniquely based on consumers' paths
• Enable self-personalisation - allow consumers to shape their own experiences
• Maximise the role and impact of mobile technologies - leverage best practices while customizing mobile for your own brand

David Rosen, Technology & Customer Leader, TIBCO

Josh Ashby, Chief Commercial Officer, UK Flooring Direct

Shalom Lloyd, Founder & Managing Director, Naturally Tribal Skincare

Jack Sweeney, Founder, JDS Strategists & former Marketing Director, Kärcher UK 

The COVID-19 crisis has led to dramatic shifts in consumer behaviour. Retailers will have to work hard to meet ever-evolving CX requirements in order to win and remain relevant. This webinar will reveal how those winners generate insights from new customers and construct targeted retention plans.

• How can insight successfully drive improvements in CX?
• How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
• Making the brand experience meaningful and the exchange valuable
• Using strategic partnerships to engage customers
• How can retail improve their digital CX in terms of customer care?
• Informing customers in a compelling and insightful way
• Predicting customers' behaviour - maximise your marketing opportunities

Darren Williams, CEO, Scrubd & Managing Director, Williams Harding 

Geoff Bull, Marketing Director, Wiggle

Cher Lowies, UX Researcher, Matalan

Hannah Dwyer, CRM & Loyalty Manager, Galderma

Ryan Skinner, Principal Analyst, Forrester

Before the pandemic, digital leaders were using data to optimise CX. With the rise of digital in recent months, companies will have more dynamic data at their fingertips; this session will discuss how you can use this data to extract immediate insights.

• Using data to put the customer at the centre of everything you do
• How should brands best use data across all channels?
• Discovering the power of data-driven email campaigns
• Make the most out of your rich customer data
• The key differences between data sources, and which will work best for you
• What data is available at each stage of the customer journey?