October 2020
Conference Day One
8:00 am - 8:30 am
REGISTRATION AND WELCOME COFFEE
9:00 am - 9:30 am
Welcome speech and chair’s opening remarks
9:30 am - 10:00 am
Speed Networking
This event is all about collaborations so let’s start it off right, by spending some time getting to know the people you will be interacting with over the next two days! You will have several 2 minute conversations to enable you to introduce yourself to your peers. There is a prize in it for the winner, so, get networking!
Please Share:
1. Who you are
2. The scope of your job role
3.What you plan to achieve from attending this event
4.Your #1 challenge
10:00 am - 10:45 am
Omnichannel, the Struggles to Make it Really Happens
Federico Barbieri -
WW Omni-channel Retail Director,
Maison Margiela
- Omnichannel, the dream solution for all of your customer problems. But to get there the obstacles you need to overcome are many.
- Looking towards the future of ecommerce and trade, how can any company (big or small) prepare to interact with the future consumer on future touch points?
- Knowing your starting points and what your challenges are provides a starting point to deliver an agile solution. Hear Federico’s insights on making omnichannel actually happen for consumers
10:30 am - 11:00 am
MORNING BREAK AND NETWORKING
11:00 am - 11:30 am
CASE STUDY: Starting Off Right
Sophie Luff -
Head of Customer Engagement,
FINE + RARE
James Jackson-Nichols - Head of Digital, FINE + RARE
- A joint presentation between Head of Customer Engagement and Head of Digital to look back on their initial OmniChannel journey
- Hear how defining the right strategy is key to obtaining buy in across departments as well as seniority
- An open Q&A session on changing legacy systems to drive customer experience through omnichannel
11:30 am - 12:15 pm
PANEL: Effectively Managing Change
Poul Bastrup -
DCG EMEA Omni Channel Marketing,
Lenovo
Julia Misk Redmond - Head of Omnichannel Trade Marketing UK&I, Coty Cosmetics
Liz Simon - Chief Sustainable Transformation Officer, Fashion3
Join experts discussing how to navigate major transformation in organizations where legacy systems are prevalent. Hear tips, tricks and lessons learnt by people with practical experience
12:15 pm - 1:15 pm
NETWORKING LUNCH
INTERACTIVE DISCUSSION GROUPS - Pick two for one hour
1:15 pm - 2:15 pm
Internet of Speed
Navigating the speed and the volume of data available to make the most of it
1:15 pm - 2:15 pm
Effective Use of AI
AI sometimes sounds like the magic word to solve your problems - but where will it bring the most value?
1:15 pm - 2:15 pm
Building Brand Loyalty
Integrating reliable and consistent practices in processes for customer touchpoint
1:15 pm - 2:15 pm
Maintaining Customer Retention
It's never been easier to switch between brands, providers, medicines retention is a a key component of ensuring long term success
2:15 pm - 2:45 pm
If you Don’t like Change, you’ll like Irrelevance Even Less!
Mike Ashton -
Managing Director,
ABCG
- Delivering innovative, enjoyable and consistent customer experiences built around seamless OmniChannel access has redefined the essential skill set for business leaders.
- For ‘new age’ business leaders, the ability to plan and implement sustained change and respond to increasingly complex and volatile trading environments has been placed front and centre
- How well equipped is the current today’s generation of corporate executives to meet this challenge and what are the priorities they have to address? Mike Ashton will consider the change imperative, using fresh research from 300 business leaders.
2:45 pm - 3:15 pm
PANEL: What Your Customer Wants!
Laure Frank -
Digital & Omnichannel Director,
Manor AG
Mark Ivory - Chairman, Meyer Group
Delivering for your customer is a lot easier said than done! Knowing where you want to go can really help inform what you want to achieve. From overarching system architecture to branding, knowing what your customer wants can help you define what to invest in! Join our expert panel as they break down the difference between hearing your customer and listening to them.
3:15 pm - 3:45 pm
AFTERNOON BREAK AND NETWORKING
3:45 pm - 4:15 pm
Effective Integration Across Alternate Channels
Marta Ciria Escobar -
Omnichannel Business Director ∙ eCommerce, Retail & Digital Marketing,
Vorwerk Group
- Beyond websites, mobile apps, chat boxes and stores, every organisation has their own way of interacting with customers
- Explore how omnichannel transformation needs to account for legacy system of direct agent selling
- Understand how to effectively set up specialised ecommerce platforms when a brand transitions from physical only to a digital space
Marta Ciria Escobar
Omnichannel Business Director ∙ eCommerce, Retail & Digital MarketingVorwerk Group
4:15 pm - 4:45 pm
End to End System Integration for Effortless Customer Experience
Rob Edwards -
Chief Operating Officer,
London Theatre Direct
Mark Lambert - Chief Growth Officer, London Theatre Direct
- Customers expect their interactions with any service to be effortless on their part, if it requires effort it’s not worth it!
- In this joint presentation, by Rob Edwards and Mark Lambert of London Theatre Group, the intersection of backend technology and customer experience is explored
- Get insights on the key steps building blocks to deliver, from ticketing to payment to deliver a seamless experience
4:45 pm - 5:15 pm
Chair’s closing thoughts
5:00 pm - 7:00 pm
END OF DAY ONE & EVENING DRINKS RECEPTION
Join us for one the the highlights of the conference - the party! We invite you to unwind after a day of learning to relax with a glass of bubbly
