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The 2020 Programme

For all retailer speaker enquiries please contact Claire Knott -


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Introduction and opening comments 
Darren Williams, CEO, Scrubd

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Webinar No 1: What is considered successful customer engagement - the future impact of digital on retail experiences
Has the current retail climate made you reassess going digital? This webinar will let you know how to drive profitable growth and how to use customer data to drive engagement, whilst integrating your digital marketing efforts with customer experience.

  • Accelerate your digital and data capabilities
  • Tailored 'intelligent' offers - based on user's information and buying behaviours
  • UX and UI - designing better digital products through an enhanced understanding of customer wants and needs
  • Investing in technology to improve customer experience
  • Owning the pre and post digital transaction experience
  • Pivoting marketing strategy to focus on digital opportunities
  • Helping reduce friction points
Saurabh Bahadur, Director Customer Experience, Domestic & General (2018-2020)
Antoine Brouwer, eCommerce Business Unit Head, PMM (Public-MediaMarkt)
Luke Phillips, Senior Director Global Solution Delivery, Deckers Brands (2017-2020)
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11:50-12:35 Webinar No 2: The evolution of customer loyalty - delivering a personalised customer experience
Being personal isn't just about knowing the customers' name and dropping it onto an email. This webinar will look at how to ensure the whole journey is tailored and that your data drives the possibility to do this.

  • Maintaining and building customer loyalty in the time of corona
  • Growing and unlocking the power of data - make better customer decisions to deliver the ultimate CX
  • How to achieve leading insight and loyalty capability to keep customers happy
  • Driving loyalty through delivering great eCommerce CX before, during and after the sale
  • Next generation loyalty - how can you develop a loyalty programme that is right for you?
  • Better understanding of customers - use of predict analytics and personalising marketing
  • Why are granularity, speed and coverage so important to data-driven loyalty?
  • Data sourcing - dynamic use and long term impact to retain customers who have gone online
14:00-14:45 Webinar No 3: Emerging technologies and new possibilities for engaging with customers online
With the current crisis, how and what technology can retailers use to meet emerging challenges. This webinar will examine the evolution of engagement preferences and the role of technology in engagement with different age demographics.

  • Transforming customer contact with AI
  • Using AI in CX to boost retail efficiency
  • Chatbots - leveraging neural machine learning to create better customer experiences
  • The arrival of 5G - will it revolutionise the customer experience?
  • Testing a cashless stores
  • What impact will AI have on marketing in the future?
  • How retail can use AI in marketing to power their campaigns

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Webinar No 4: Adapting your 2021 marketing engagement strategy - how are purpose driven brands looking at for future success?
This session will show which channel experiences need to be considered as part of a 21st-century retail marketing strategy, in order to engage the post pandemic customer.

  • Creating a much more relevant touch point
  • How do you refine your customer engagement strategy across all channels to help meet customer expectations?
  • Catering for different consumers on different platforms
  • Achieving better brand experience
  • Leveraging retail data to build your brand
  • Shifting strategy with continual investment in digital platforms and creative marketing

Shalom Lloyd, Founder & Managing Director, Naturally Tribal Group

Kerry Murphy, Founder, The Fabricant

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Venue & Contact

Online Meeting

11 November 2020


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 2020 Partners

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