Live Customer Connect 2022 welcomes 60+ senior online retailers for a roundtable style live conference, where we open the doors for you to discover new techniques and strategies, for CX excellence.
With roundtable discussions hosted by senior retailers and focussing on customer-centricity, you’ll join talks on the challenges and opportunities faced by like-minded leaders. This innovative format creates a platform for open-discussion around key industry topics, giving you more peer-led insight than ever before.
As the harsh economic situation trudges on and consumers continue to think twice about purchases, we ask you to join us as we explore how you can maintain customer confidence and provide exceptional CX in 2022.
The dual issue of rising costs and less discretionary funds available for retail expenditure may cause further trouble for retailers and the ecommerce sector. We’ll focus on what’s causing these issues and give you insight into enhancing your presence over every consumer touchpoint.
Hosted at the Hurlingham Club, London, you’ll be treated to a gourmet lunch and ample opportunity to network with peers.
Agenda
Tuesday 28 June - In-Person Event (The Hurlingham Club, Fulham)
Entry Badges and Complimentary Breakfast
Where are the pinch-points in conversion?
From the homepage, through to the checkout, what are the areas of retailers’ sites where performance has improved over the past few years. On the contrary, which areas are lagging behind?Insight from Customer Connect Headline Sponsors
Session topic TBCConversion and spend through acquisition channels
How are different marketing channels used for acquisition, for example email, natural search, paid ads, social, display, affiliates and direct. How do these channels perform for retailers, and what are the average conversion rates and order values for each?Retailer workshops
Get involved in a series of insightful debates, where you can hear about your peers’ strategic approach across a range of areas relevant to customer behaviour.Which approach to gaining cookie consent works best?
Find out average opt-in rates, and how different retailers approach gaining consent from site visitors through their cookie statements.Retailer workshops
Get involved in a series of industry-themed debates where you can hear about your peers’ strategy and approach, across a range of areas relevant to customer behaviour.Coffee break
Why do many Loyalty Programs fail? - Epsilon
Businesses and customer all know the benefits of loyalty programs, but data reveals that many don’t deliver for either. Epsilon will explore the reasons why some programs fail, and showcase those programs that are successful and how brands can emulate them.How much value do loyalty schemes provide?
What percentage of customers use retailers’ loyalty schemes, and what influence does it have over purchase frequency?Retailer workshops
Get involved in a series of industry-themed debates where you can hear about your peers’ strategy and approach, across a range of areas relevant to customer behaviour.How have conversion and spend changed during the past two years?
Since the start of 2020, retailers have dealt with numerous issues, including Brexit, the pandemic, and the resulting pressures on the supply chain. How has this impacted conversion and spend, and when will it settle down?Retailer workshops
Get involved in a series of debates surrounding customer behaviour. Hear from your peers, and take away key strategy and insight.Lunch
Expert retailer panel
An expert panel of retail directors spark discussion around key themes and topics, providing you with insight to enhance your ecommerce strategy. You’ll find out:- How and where customer behaviour has changed in recent years;
- How customer expectation is currently evolving.
- How retailers are planning their customer strategies over the longer-term. Mark Wright, Chief Operating Officer, FatFace and Matt Pollington, Director, Marketing Performance, Made.com, Leanne Osbourne, CCO, notonthehighstreet.com
Coffee break
Hosted retailer discussions with IMRG’s Advisory Board
Join top retailers at our topic-based roundtables, where they encourage open discussion surrounding industry opportunities and challenges.Mark Wright, Chief Operating Officer, FatFace, Matt Pollington, Director, Marketing Performance, Made.com, Aynsley Peet, eCommerce Director, Cox & Cox, David Williams, DHW Digital and ex-ecom director at Deckers, Janis Thomas, Ecommerce & Marketing Director, Look Fabulous Forever, Camilla Tress, Connected Commerce Lead, Oliver Bonas and Kate Scullion, Head of Digital, Hush
Drinks reception
Keynote Speakers
Bio:
Camilla Tress
Bio:
Mark Wright
Bio:
Matt Pollington
Bio:
Janis Thomas
Bio:
Aynsley Peet
Bio:
David Williams
Bio:
Kate Scullion
Bio:
Leanne Osborne
Interested in the virtual day of Customer Connect 2022?
Day two of Customer Connect 2022 unites the industry with exclusive digital content and thought leadership, welcoming industry leading speakers and topics.
Our Sponsors
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