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Customer Experience Live 2021 is IMRG's flagship virtual conference, aimed at improving customer experience for eCommerce leaders. This year's core focus is around mapping customer expectation and experience in a post-pandemic business environment.

As we move into the summer months, it looks likely that restrictions will continue to be eased and life starts to feel a bit more ‘normal’. Yet the pandemic enforced many changes on how customers engage with retailers and some of them may be here to stay.

How can we understand our customers now? How have their expectations shifted? What do we need to do to offer the best experiences? Customer Experience Live will help you address and overcome these challenges.

Attend IMRG Virtual Customer Experience Live 2021 and walk away with key insight into:

  • How customer expectations and perceptions have been shaped by the pandemic
  • What differences in behaviour we tracked from the ‘COVID customer’
  • Are customers converting at a higher rate, or spending more per visit?
  • What innovations retailers should be focusing on in changing times
  • Insight into how we expect the second half of the year to unfold

Register for Customer Experience Live > 
 

Agenda

09:30 - 09:40: How have customer expectations and perceptions changed? Pt I - Andy Mulcahy, Strategy and Insight Director, IMRG and Steve Brockway, Chief Research Officer, Maru
By analysing multiple customer and performance datasets, this session will identify how behaviour has changed and where the shifts in expectation are.

   


09:40 - 09:50: The importance of digital identity in leveraging 1st party data potential with Michelle Preusch, Senior Director Client Development at Epsilon

Over the last 10+ years the walled gardens of Facebook, Google and Amazon have created significant value by building and monetizing their addressable audiences. Meanwhile many omnichannel retailers struggled to replicate the same digital addressability for their offline and online customers. Through the use of a case study this session will walk through the difference between soon to be defunct 3rd party cookies and digital ID, and the significant upsides when this is applied across multiple channels.



09:50 - 10:05: Q&A with Janis Thomas, Ecommerce & Marketing Director, Look Fabulous Forever - How we use Facebook to engage our customers
During the pandemic, beauty retailer Look Fabulous Forever turned to social media to drive engagement with their audience. Find out how they use it and the response it drove from their customers.



10:05 - 10:25: Panel - The differences we have tracked in customer behaviour - with Malcolm Berg, Vice President - Sales at SVS, David Lockwood, Insight Director at The Tapestry Agency, Michaela Simpson, Customer Experience Director at Yodel and Josh Pitman, Managing Director at Priory Direct
The pandemic caused a lot of upheaval, but how (and if) has customer behaviour actually changed in various ways:


  • How has customer behaviour changed?
  • How have expectations evolved?
  • Do we expect some behaviours to revert quickly post-pandemic?
         

10:25 - 10:35: Insight on IOSS with Matthew Harrison, Director, Sales at Avalara



10:35 - 10:55: Q&A with Stephen Langford, Ecommerce Director, M&S
In this session, we speak to M&S around their approach to customer experience.


10:55 - 11:05: How have customer expectations and perceptions changed? Pt II - Andy Mulcahy, Strategy and Insight Director, IMRG and Steve Brockway, Chief Research Officer, Maru
By analysing multiple customer and performance datasets, this session will identify how behaviour has changed and where the shifts in expectation are.
   

11:05 - 11:15: “Understand Who I Am and What I Like”: How to Exceed Expectations in Customer Experience with Dave Hawkins, Retail Solutions Consultant at Lucidworks

Understanding who the customer is and what they like is critical to the customer experience and acquiring and retaining customers. Find out how AI is helping retailers to deliver hyper-personalised experiences to consumers.



11:15 - 11:25: Are customers converting at a higher rate? – Matthew Walsh, Director of Data and Retail, IMRG
In this session, we will analyse conversion rates for all the major categories we track, to see if they have risen or fallen over the past 12 months, and what pattern they have fallen into now.


11:25 - 11:35: Report insight - Working toward really fast delivery with Patrick Eve, Chief Commercial Officer at Gophr

Customers are looking for increased choice around speedy deliveries, but how feasible is this? How can large and mid-sized brands trade to this requirement and what do they need to do to be able to deliver this level of service at a local level?



11:35 - 11:45: Creating purposeful and sustainable shopping experiences in an omnichannel world with Christopher Baird, Senior Manager at Capgemini

The pandemic will have caused some customers to re-evaluate their priorities and will have changed the way they shop. In this session, we explore the importance of purpose and sustainability to customers, and how retailers need to consider these factors as part of their customer experiences.



11:45 - 12:05: Panel - What strategies should retailers employ during unpredictable periods? with Maximillian Etheridge, UK & Ireland Sales Manager at Trustpilot, Roshan McPartland, Business Development Director at Kooomo, Abi Wendt, Director of Client at Mention Me and Andrew Turner, Head of Development, Digital and eFulfilment at Wincanton
The pandemic caused huge disruption to how things happened, and now as things open up again it’s hard to forecast how customer behaviour might settle into new patterns:


  • What approaches should retailers take to navigate this period?
  • Where should they focus their investment?
  • How can they interpret what ‘digital transformation’ means for them?
         

12:05 - 12:15: Are customers spending more at the checkout? Andy Mulcahy, Strategy and Insight Director, IMRG
In this session, we will analyse average basket rates for all the major categories we track, to see if the average spend at the checkout has risen or fallen over the past 12 months, and what pattern they have fallen into now.

09:30 - 09:40: Are ‘Covid customers’ behaving differently from regular customers? Pt I – Matthew Walsh, Director of Data and Retail, IMRG
In this new study, IMRG have focused specifically on ‘Covid customers’ – those acquired during the outbreak – and whether these exhibit different behaviours (do they spend more, convert higher, return less etc)



09:40 - 09:50: The increasing importance of Loyalty in a changing media landscape with Elliott Clayton, SVP Media UK at Epsilon

Our research has found that only 7% of consumers are happy with the level of personalisation they receive from brands and, with the deprecation of third party cookies looming, creating truly personalised experiences across the customer journey will become even more difficult. This session will outline how loyalty members, and the data they share, is about to become even more important and a key strategic asset in any organisation.



09:50 - 10:05: Q&A with Sara Cohen, Trading Director, Space NK
Join this session to find out how Space NK adapted their strategic focus in response to the pandemic, how they have evolved their fulfilment operations and what the future holds


10:05 - 10:10: Customer Experience insight with Lucy Davies, Global Communications Lead at Emarsys



10:10 - 10:15 - Customer Experience insight with Tracey Clifford, Account Director at Wincanton



10:15 - 10:35: Panel - What innovations should retailers be focusing on? Matthew Furneaux, Global Commercial Director at Loqate, Adam Sturrock, VP of Product Marketing at Amplience, Marc O'Fathaigh, Senior Commercial Manager at Klarna and Adam Halbritter, Business Development Manager at Metapack
There are a lot of different technologies and approaches retailers can try to engage their customers and provide the best experiences; but which should they focus on:


  • Which are the most exciting technologies?
  • How can retailers create ‘in-store’ experiences online?
  • What cost-effective approaches can they try?
         

10:35 - 10:45: Q&A with Sally Minto, Digital Director, Revolution Beauty
In this session, we speak to Revolution Beauty around their approach to customer experience


10:45 - 10:55: Are ‘Covid customers’ behaving differently from regular customers? Pt II – Matthew Walsh, Director of Data and Retail, IMRG
In this new study, IMRG have focused specifically on ‘Covid customers’ – those acquired during the outbreak – and whether these exhibit different behaviours (do they spend more, convert higher, return less etc)


10:55 - 11:05: Report insight - Beyond the Buy button with Colin Robinson, Regional Vice President, UKI at OSF Digital

How brands can close the gap between physical shops and digital experience by delivering customer-centric experiences after the buy button, to drive loyalty and engagement



11:05 - 11:15: Report insight - The ABCs of a winning Product Content Strategy with Brian Hennessy, CEO at Talkoot

Former adidas global writing director provides insights into how brands can delight shoppers with engaging product stories everywhere they buy. 
In this session, Brian Hennessy, now CEO at Talkoot, gives best practice advice and tips on what brands can do with their product content to drive sales, loyalty and profitability.



11:15 - 11:25: Countdown to Black Friday and Christmas peak 2021 Pt I - Matthew Walsh, Director of Data and Retail, IMRG
As things have started to open up again and the potential for normality returns, IMRG analyse the trends to see how the second half of the year could unfold. In this first part, we review peak trading from 2020.


11:25 - 11:40: Q&A with Claire Baker, Head of E-Commerce, Perry Ellis
In this session, we speak to Perry Ellis around their approach to customer experience


11:40 - 12:00: Quickfire presentations: advice for peak planning - Katharine Biggs, Marketing & Communications Manager - UK & Nordics at parcelLab, Gary Carlile, Senior Vice President, Global Strategic, Unifaun & Consignor Group and Spencer Davies, Director, Client Development at Epsilon, Nick Williams. Head of Strategic Partners & Product at Collect+ and Henrik Fabrin, CEO & Co-founder at Certainly
This session features four quickfire presentations setting out checklists, best practice advice and hints and tips to inform your peak planning.

  • Katharine Biggs at parcelLab - What is the state of UK retail in 2021? Where do retailers need to improve?
  • Gary Carlile at Unifaun & Consignor Group - Regain control of your Customer Experience
  • Henrik Fabrin  at Certainly - How conversations across the customer journey are the key to peak session preparation
  • Spencer Davies at Epsilon - The importance of going early

              

12:00 - 12:10: Countdown to Black Friday and Christmas peak 2021 Pt II - Matthew Walsh, Director of Data and Retail, IMRG
As things have started to open up again and the potential for normality returns, IMRG analyse the trends to see how the second half of the year could unfold. In this second part, we look ahead to peak 2021.

Keynote Speakers

  • Janis Thomas

    Janis Thomas

    Ecommerce & Marketing Director | Look Fabulous Forever

    Janis is an expert in driving digital marketing to deliver increased revenue and profitable growth in ecommerce and subscription businesses. She has grown diverse brands from Birchbox to Playboy. She has held senior consumer marketing roles in ecommerce, digital media and entertainment businesses. She is now responsible for leading ecommerce and marketing at Look Fabulous Forever, the innovative DTC cosmetics and skincare brand designed to meet the needs of older women.

  • Stephen Langford

    Stephen Langford

    Ecommerce Director | M&S

  • Sara Cohen

    Sara Cohen

    Trading Director | Space NK

  • Claire Baker

    Claire Baker

    Head of E-Commerce | Perry Ellis

  • Sally Minto

    Sally Minto

    Digital Director | Revolution Beauty

Headline Sponsors:
  • Epsilon
Event Sponsors:
  • Mirakl
  • Avalara

Register Below

Event Date 9th Jun 2021 to 10th Jun 2021
Event Time 09:30 - 12:15 daily
Location Online

Headline Sponsor