THE CUSTOMER JOURNEY MULTICHANNEL

dadabit

The-Customer-Journey-Multichannel-12th-April-201618

SPEAKERS INCLUDE

James McClure

Country Manager

Airbnb

SUMMIT

Andrew Mann

Customer Data Experience

Director

The Co-operative Group

Khurram Hamid

Global Director, Digital Media

GSK

Stephen Cullen

Head of RED Edge

Vodafone

THE CUSTOMER JOURNEY: MULTICHANNEL

Customer Engagement In A Digital World

Anne Gowan

Head of Direct

Guardian News & Media

12th April 2016 • The Royal Garden Hotel • London

Adam Wilson

Head of Customer Relations

The O2

PARTNERS

Sarah Fussey

Head of Marketing

Best Western Hotels GB


08:15

Registration & Networking

Meet your fellow members over arrival refreshments to kick start the day.

12th April 2016

agenda

08:55

Chairman’s Welcome

Welcoming remarks from the Chairman

INTERVIEW

09:00

Industry Perspective Interview

Business Leader Insight

We pick the brains of a senior influencer from a major UK industry vertical.

How to generate incremental yield from your ecommerce operation and improve

customer experience in an omni-channel environment.

Adam Wilson

Head of Customer Relations

The O2

09:20

Meet Your Neighbours

An opportunity to make new contacts Stand up, turn to your left and right, and

introduce yourself to your audience neighbours.

PANEL

09:25

Operating In The Age Of

The Connected Customer

Making Multichannel A Reality

Enabling customers to interact with products and services anywhere and at any

time is now a must for most customers – so why is it that so many organisations

are failing to offer a truly linked up multichannel experience allowing customers

to research and complete a purchase and pay in the most convenient way?

Investing in an omnichannel customer platform presents forward thinking

organisations with a huge opportunity to differentiate themselves, but how

can organisations ensure that customer experiences, promotions and prices

are all seamlessly connected? This session will debate methods being used to

improve the customer experience across the customer journey throughout the

entire organisation.

Abhi Chacko

Head of IT Commercial

Gatwick Airport

Khurram Hamid

Global Director, Digital Media

GSK

Tom Winstanley

Vice President, Head of Consulting

NTT Data Digital

Anne Gowan

Head of Direct

Guardian News & Media

Chris Willis

Vice President, Digital Strategy

& Operations

Homeserve Digital

VIEWPOINT

10:10

Case Study or Market Analysis

Case Study or Market Analysis

Exclusive access to up-to-the-minute industry insight and research findings.

Senior Leader

Five by Five

10:20

Get to know your fellow members over coffee and bacon butties.

Networking Brunch

INTERVIEW

10:50

Industry Perspective Interview

Business Leader Insight

We pick the brains of a senior influencer from a major UK industry vertical.

How to generate incremental yield from your ecommerce operation and improve

customer experience in an omni-channel environment.

Tamsin Todd

Managing Director, Crystal

Ski Holidays

TUI


viewpoint

11:10

Case Study or Market Analysis

Exclusive access to up-to-the-minute industry insight and research findings.

Senior Leader

CGI

Case Study or Market Analysis

11:20

Look Back; Look Forward

Having acquainted yourself with your table neighbours to the left and right, catch

up to discuss the morning so far.

PANEL

11:25

The Rise Of ME-Commerce

Let’s Get Personal With Digital Customers

Digital, mobile and social have changed everything in today’s world of multichannel

commerce. Personalisation of experiences is no longer an extra, but an

expectation. If a customer has visited you once, they expect you to recognise

them on subsequent visits and they expect a tailored experience. The consumer

expects everything to be readily available at their fingertips and expects the

overall commerce experience to be similarly accessible. New technologies and

innovations abound, but which ones allow the unification of past and real-time

interaction data to optimise commerce experiences, and how can they drive

conversion rates, reduce abandonment and build loyalty?

Stephen Cullen

Head of RED Edge

Vodafone Group

James McClure

Country Manager

Airbnb

Andrew Mann

Customer Data Experience

Director

The Co-operative Group

SPOTLIGHT

12:15

Solution Focus

Introduction to a cutting-edge technology solution.

Gareth Bray

Head of Solutions Engineering

Moxie

Solution Focus

12:20

Networking Light Lunch

Mingle over a light buffet lunch. Refuel and stay lively for the afternoon session.

We’ll finish the summit with afternoon tea, so leave some space!

PANEL

13:20

Mobile First

The Key To Deeper Customer Engagement?

With tablet sales outpacing PC sales and mobile searches eclipsing desktop queries

for the first time, we are quickly becoming a mobile-first society. For companies

looking to stay relevant in the digital age, promoting customer engagement using

mobile technology needs to shift to the top of the priority list. If you own a business,

it is essential that you maintain an engaging mobile presence. But how is this best

achieved? How is the behaviour of the digital customer changing in the mobile ready

world? Are apps essential to all businesses? Do they actually increase real time mobile

interactions and how can your encourage customers to download your mobile app.

This session will cut behind the hype and offer guidance in this fast moving area.

Sarah Fussey

Head of Marketing

Best Western Hotels GB

Senior Leader

Company

Ben Scott-Robinson

Head of Interactive Experience

Ordnance Survey


viewpoint

14:05

Case Study or Market Analysis

Exclusive access to up-to-the-minute industry insight and research findings.

Julia Hutchinson

Client Partner

Headstream

Case Study or Market Analysis

14:15

Leg Stretcher

Stand up, move around and chat to your neighbours at the midpoint of the

afternoon session.

PANEL

14:20

Mapping The Customer

Journey

From Touchpoints To Channels To Revenues

Understanding your customer and how they interact with your business directly

and indirectly is critical in driving improved value, reducing abandonment and

increasing conversion rates, improving repeat business and longevity of relationship.

To deliver this and to be able to create a communication strategy which builds

a conversation with your customers at the key touchpoints across different

marketing channels is key. So, where do you start when looking at your business

and the journey a customer takes in the initial phases of a decision-making process

and in follow-up phases as the relationship builds? This session will debate how to

map and deliver the best customer journey to drive loyalty and revenues?

Jim Cheshire

Head of Service Development

Prudential

Rajesh Gupta

General Manager, Home

Delivery Experience

Home Retail Group

Rob Crook

Mobile Product Manager

Travelex

Bryan Smith

Director of Digital

Communications

Smith & Nephew

Roundtable

15:05

Knowledge Exchange

Peer to peer insights

An opportunity to explore questions raised by the panel session in more depth,

with audience members determining their own needs and outcomes. Seated

at round tables, each group will have the opportunity to create meaningful

connections with peers from across industry sectors in a fertile environment for

knowledge exchange, networking and insight.

NETWORKING

15:35

Networking Afternoon Tea

Network with fellow members and speakers over afternoon tea, rendered

somewhat less traditional by the availability of alcoholic beverages. End your day

on a civilised note!

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