San Francisco, California
London, United Kingdom
At this one day conference we take a look at how creating the best journey for your customers involves many different internal and external factors and bringing them together effectively can be tough going, so knowing the route to a successful customer experience can boost your time and your ROI. Whether it be user hosting, hybrid technology, connecting shoppers to products to accelerate e-commerce revenues or an introduction to feedback and reviews, at these events we touch on all these things to help you create the ultimate customer journey for your brand.
During the day we will hear from our partners SLI Systems, Feefo, dotmailer/Promozoo, Monsoon Consulting and Realex Payments who are experts in the field and we will also hear from retail brands Tesco F&F Clothing, Electric Cork and Easons about their own story’s of success. Plus we have Neil Leyden a local expert in all things digital and the Head of Futures at the Havas Group to round off the billing for the day.
Note: These events are aimed at retail and e-commerce brands only (vendors and agencies will not be admitted)
Event Hashtag: #CustomerJourney
9.00am – 9.45am Registration & Networking
9.45am – 9.55am Chair's Welcome Address - Neil Leyden, Digital Transformation Expert, Consultant, Strategist, Writer, Public Speaker, Board Director, Irish Internet Association
9.55am – 10.25am F&F Inspired - Andy Beale, Head of Digital and Multichannel Development, Tesco F&F Clothing and Helen Fridell, Senior Consultant, Cisco
Inspiring and engaging F&F customers is key to understanding their behaviour and developing new online and in-store services alongside developing a successful multichannel strategy. Working with Cisco and an eco-system of niche partners has helped F&F bring concepts to life in live pilots exploring innovative ways to communicate with customers to serve them better.
10.25am – 10.50am Digital Bricks and Mortar for Retailers - Brian Larkin, Founder, Promozoo (Promozoo are partners with dotmailer)
Marketing Automation delivers scalability to any e-commerce based sales and marketing operation. In this session, we reveal how, as a retailer, you can use automation to increase revenue and build customer loyalty and engagement. We also explore how you can replicate online that personal touch your customers experience in their favourite 'bricks & mortar' store.
10:50am - 11.20am Coffee Break & Networking
11.20am– 11.45am Accelerate E-commerce by Connecting Shoppers to Products - Marcus Law, Head of Marketing EMEA, SLI Systems
In the fiercely competitive world of e-commerce, online retailers are constantly on the lookout for new and innovative ways to increase their online sales and stay ahead of their rivals. Understanding customer's shopping behaviour provides online retailers with an opportunity to increase the optimisation of the shopping experience by delivering customers relevant products quickly and easily. Learn how brands such as Oasis Fashions, French Connection, Boden, Snow+Rock and Chemist Direct deliver a constantly improving and relevant user experience by leveraging on-site search navigation, merchandising and traffic, to connect shoppers with the products they're looking for across multiple devices.
11.45am – 12.10pm Optimising the online customer journey on Easons.com - Yvonne Phillips, Senior E-commerce Manager, Easons
Easons.com has grown into Ireland's best online book and eBook shop and provides the great value and service central to the Eason brand, nationally and internationally. Given its loyal following and strong brand it is imperative that Easons delivers an optimised customer journey to its visitors. Find out how Easons turn shoppers into buyers by using leading technologies to enhance the customer journey to better connect its visitors with the products they are looking for.
12.10pm – 12.35pm The Psychology of the Checkout - Stephen Kenealy, Co-Founder and Director, Monsoon Consulting
There has been a great deal research published recently which shows huge shopping cart abandonment rates. Stephen’s talk will discuss key strategies and behaviours to look out for to help remove the friction in the Ecommerce Checkout process.
12.35pm - 1.35pm Lunch & Networking
1.35pm – 2.00pm The Payments Landscape - Paul Dunne, Head of Business Development, Realex Payments
During the talk I will discuss, developing a payments strategy, I will give an overview of the main players in the payments space, where they fit and what plans they have for the future. I will also discuss some of the new trends and innovations taking place in the payments industry.
2.00pm – 2.25pm Introduction to Feedback and Reviews - Paul Squires, Retail Sales Manager, Feefo
During this session we look at the ever changing sales landscape, the current conversion rates and buzzwords. Plus how to create genuine feedback and product service reviews, that consumers can rely on when making a purchase decision
2.25pm – 2.50pm Feefo's Retail Case Study: Ernest Cantillon, Director, Electric Cork
2.50pm - 3.20pm Coffee & Networking
3.20pm – 3.50pm Panel Q&A: Your chance to ask the panel for best practice advice
Chairperson: Neil Leyden, Digital Transformation Expert, Consultant, Strategist, Writer, Public Speaker, Board Director Irish Internet Association
Panellists: SLI Systems, Feefo, Promozoo, Realex Payments, Easons, Electric Cork
3.50pm - 4.25pm Keynote Address: From Nomads to Narcissists: The Future of the Retail Experience - Amy Kean, Head of Futures, Havas Group
Shopping in its many forms has changed remarkably over the last 10 years, with a constant tension between convenience and enjoyment - and over the next 10 years technology will alter the experience beyond all recognition. This session will use brand new consumer insights and an analysis of the psychology of shopping to present how retailers need to adapt to changing customer behaviours, and future-proof their businesses to stay front of mind (and wallet).
4.25pm – 4.30pm Chair’s Conclusion
4.30pm - 5.30pm Drinks, Networking & Canapes
About our Partners:
About SLI Systems - SLI Systems (SLI.NZ) provides leading SaaS solutions that help online shoppers connect to the products they’re most likely to buy, directly driving increased sales and higher customer satisfaction for online retailers. With offerings that include site search, navigation, merchandising, mobile, product recommendations and user-generated SEO, SLI Systems is the most chosen SaaS-based site search provider to Internet Retailer Top 1,000 retailers. The company’s patented technology continuously learns from the behaviour of visitors to deliver the most relevant results possible. Whether via PC, tablet or phone, a site powered by SLI delivers the kind of satisfying search experience that increases conversion rates, secures brand loyalty and results in higher order values. SLI Systems operates on five continents. For more information, visit www.sli-systems.co.uk
About Feefo - Feefo, the global feedback engine, is an award-winning consumer ratings and reviews platform. Offering a comprehensive solution that harnesses the power of customer reviews using Feefo can enhance your online visibility, grow sales conversions and provide valuable customer insight. As a Google licensed Content Partner, Feefo publishes its output to Google. Reviews are shown in search listings, and ratings can be converted in to stars in Ad campaigns. The Feefo service gives consumers making purchasing decisions real feedback from customers about merchants and their products, and merchants discover what genuine customers think about their service and products. Feefo is independent, simple to use and provides definitive results for the benefit of consumers and merchants; these come together to make Feefo's ratings and reviews the most trusted in the world. From major online retail websites to special interest merchants and to high street stores, Feefo is the preferred partner for retailers seeking customer insight in to service levels and product quality. Feefo has a huge presence within the retail sector with over 900 retailers using the platform. These include MandM Direct, The White Company, TK Maxx, Fortnum and Mason, Moss Bros and Charles Tyrwhitt. Founder of The White Company, Chris Rucker said: “We use Feefo every single day, it gives us an immediate and direct insight into how our products are performing and how our customers feel about customer service. It enables us to further understand and focus on the issues that truly matter to our customers. Feefo provides us with an excellent service. We love it!” Feefo continues to innovate its system, responding to the needs of merchants, the expectations of consumers and through our close partnership with Google, the needs of search engines. Our goal is to be the number one choice for both consumers and merchants when it comes to giving and receiving feedback online. For more info, visit www.feefo.com
About dotmailer - dotmailer is the UK’s largest email service provider with offices in London, Manchester, Edinburgh and the US. Its uniquely scalable and powerful email marketing automation solution enables you to easily create, send, socially share and analyse highly targeted, data –driven triggered email campaigns. dotmailer puts your customer data at the core of your marketing and empowers you to increase ROI, with greater marketing efficiency through email. dotmailer are the trusted marketing partners of hugely successful and forward-thinking organisations including Reiss, Fujifilm, Hunter and the DMA Award winning ODEON and Dove Spa. For more info, visit http://www.dotmailer.com/
About Realex Payments - Realex Payments is one of Europe’s largest and fastest growing online payment gateways, providing a range of payment processing services for businesses selling online and processing payments valued in excess of €28Bn per annum on behalf of 12,500 retailers throughout Europe. www.realexpayments.com
About Monsoon Consulting - Monsoon Consulting are an award winning Digital Design and Development Agency specialising in Ecommerce and Content solutions. We’ve been crafting digital experiences that drive conversion by mixing technology savvy with beautiful creative since 2005. We are Magento and Acquia Enterprise platform partners with a full service team of experts providing user experience and design; ecommerce and content technology platform development and digital marketing services, all of whom have the goal of helping our clients to build better online experiences for their customers.
Our Media Partners
Independent.ie – A new force in media in Ireland www.independent.ie Independent.ie is benefiting from INM plc’s ongoing investment in news as part of its One Newsroom and Digital First strategies which has enabled it to provide greater high quality news, comment and analysis with increased video and photographic content. The investment has also ensured that irrespective whether readers access content over the web or via mobile platforms or whether that access is on a phone, tablet or PC the user experience is optimized. With the focus on enhanced social integration capability our users not only are consuming the content for themselves but sharing it in great numbers via social networking platforms.
IXDA (Interaction Design Association) http://www.ixda.org/
IDMA IRELAND (Interactive Direct Marketing Association) http://idma.ie/
When & Where
Mixing Digital is an event management agency specialising in working with digital, technology, ecommerce and media businesses to produce high quality professional events. In addition we run the Ecommerce Club a peer-to-peer community for retail and ecommerce professionals to be able to network, meet and share learnings at www.ecommerceclub.org