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Overview

Join IMRG and ECOMMERCE EXPO for Customer Week, a series of five one hour webinars, taking place daily between 15th – 19th June 2020.

Customer Week brings you IMRG’s latest research into how customer behaviour is evolving, particularly focusing on how it will be impacted over the longer term by the Coronavirus outbreak, helping you adapt your proposition to cater for evolving customer behaviour and expectations.

Customer Week is all about looking forward – taking what we’ve learnt during this crisis and considering what the long-term ramifications are for managing customer experience.

Our data-informed insight is intended to give you the insight you need to optimise your customer proposition for success. Attendees will learn:

  • How to understand customer behaviour in light of the Coronavirus outbreak
  • Adapt customer propositions following the Coronavirus crisis
  • Optimise retail site conversion
  • Apply techniques for acquisition and retention

All Customer Week webinars will take place from 14:00 till 15:00.

View the full agenda below.

Click here to register

 

Agenda

Customer Week Agenda.

Part 1: How did retailers adapt their customer propositions during the Coronavirus outbreak? - Andy Mulcahy, Strategy and Insight Director, IMRG - What changes did retailers have to bring in during the COVID outbreak, and what questions remain as restrictions start to ease?



Part 2: Insight from headline sponsor - Replacing offline customers during lockdown - Maria Giacobbe, VP, Epsilon-Conversant



Part 3: Quickfire presentations: Understanding customer behaviour following Coronavirus hosted by Caroline Baldwin, Editor, Essential Retail


  • Thom Arkestaal, Head of Insights, Europe, Microsoft 
  • Peter Ballard, Co-founder, Foolproof

   


Part 4: Retailer Q&A – Ollie Marshall, Managing Director, Maplin



Part 5: Smartphone optimisation best practice pt I – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This first session looks at market benchmarks and how to encourage higher numbers of site visitors to view a product page.


Part 6: Q&A


Part 1: Smartphone optimisation best practice pt II – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This second session looks at how to optimise the product page so more visitors add items to their basket.



Part 2: Insight from Headline SponsorHow consumer interaction with retail has evolved - Ben Foulkes, Senior Business Development Director, Epsilon-Conversant



Part 3: Panel discussion: How we define best-in-class customer experiences


  • Peter Jakuš, VP, Market & Industry Insights, Exponea
  • Kirsty Wilson, Manager, Account Management, Brightcove
  • Peter Boerhof, VAT Director, Vertex
  • Danielle Auerbach, Director of Customer Success, EMEA, BounceX

      


Part 4: Finding the right technology for your business – David Kohn, Customer & Ecommerce Director, Heal’s

Following the disruption of COVID, technology will have a key role to play in helping retailers overcome the new challenges created. How can you ensure you pick the right partners?



Part 5: Q&A

Part 1: Smartphone optimisation best practice pt III – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This third session looks at best practice in getting visitors onto the checkout, as well as retailer app performance.



Part 2: Insight from headline sponsor - How retailers are creating new demand during Covid-19 - Dave Allen, Business Development Director, Epsilon-Conversant



Part 3: Panel discussion: What retailers can do to inspire customer conversion hosted by Anais Veerapatren , Sales Director UK, Proximis


  • Lewis Besley, Sales Development Manager, Emailage
  • Nick Sonnex, Vice President Sales – International, Computop
  • Peter Moedlhammer, Director, Product Management, ACI Worldwide
  • Matt Rolfe, Head of Enterprise Sales (UK), Criteo

         


Part 4: Optimise your track & trace to convert more customers - Sadia Khattak, Client Partnership Director, parcelLab



Part 5: Your last best experience becomes the minimum expectation for the next oneFlavio Lamenza, Senior User Experience Designer, Vodafone



Part 6: Q&A

Part 1: The impact of Coronavirus on online retail: a review – Andy Mulcahy, Strategy and Insight Director, IMRG



Part 2: Insight from headline sponsor - Q&A with Andy Mulcahy and Elliott Clayton, SVP, Epsilon-Conversant



Part 3: Sponsor presentation: How building customer trust leads to higher revenue and increase in customer loyalty - Erik Diepering, VP Retail Europe, SafeCharge, a Nuvei company


Part 4: Online retail sector performance update over the past week – Lucy Gibbs, Capgemini


Part 5: Sponsor presentation: What the last 100 days teaches us about building a customer centric strategy - Matthew Furneaux, Global Commercial Director, Loqate, a GBG solution



Part 6: Smartphone optimisation best practice pt IV – Matthew Walsh, Director of Data and Retail, IMRG
New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This fourth session focuses on delivery at the checkout.



Part 7: Q&A


Part 1: What were the retailer discounting patterns during the Coronavirus outbreak? – Andy Mulcahy, Strategy and Insight Director, IMRG



Part 2: Insight from headline sponsor - How to succeed in an era defined by discounting - Aimee Brown, Business Development Director, Epsilon-Conversant



Part 3: Panel discussion: What can retailers do to inspire customer loyalty? Hosted by Davinder Bhatia, Head of Sales, IMRG


  • Ben Collier, Business Development Director, Epsilon
  • Gary Winter, Strategic Initiatives Director, Parcel Lockers, Quadient
  • Jon Nicholson, Director, Parcel Sales, Royal Mail

    


Part 4: Smartphone optimisation best practice pt V – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This fifth session looks at the checkout in detail.



Part 5: Key takeaways with: 

  • Andy Mulcahy, Strategy and Insight Director, IMRG,
  • Bhavesh Unadkat, Head of Digital Marketing, Capgemini
  • Maria Giacobbe, VP, Epsilon-Conversant
  • Jamie O’Gorman, VP of Client Services, Exponea

      

Headline Sponsors:
  • Epsilon – Conversant
Event Sponsors:
  • SafeCharge, a Nuvei Company
  • Loqate, a GBG Solution
  • parcelLab
  • Exponea

Register Below

By registering for one day out of the five, you will also be registering for each webinar throughout the week.

Event Date 19th Jun 2020 to 19th Jun 2020
Event Time 14:00 to 15:00 Daily
Location Online

Headline Sponsor