21 - 23 October, 2020
DAY 1 - 21st October 2020
Achieving Customer Centricity
10:35 am - 10:55 am TOP NUMBER 1 RETAILER KEYNOTE: How to use personalisation at scale to achieve closer relationships with more than 90 million customers across the globe
Sara SjöbergGlobal Head of Personalisation & Loyalty
10:55 am - 11:20 am KEYNOTE: Fueling growth from happy customers!
Courtney WylieVP Product and Marketing
11:20 am - 12:00 pm INTERACTIVE PANEL DISCUSSION: How retail leaders are planning for an unprecedented holiday peak season!
12:00 pm - 12:10 pm 10 min Transition
12:15 pm - 12:45 pm Roundtable 1: How to work with customer insights efficiently to lower time to value for your customer and company.
In the session you will then break out into a small group online roundtable for discussion
Ida JosefssonHead of Channel Strategy and Innovation
12:15 pm - 12:45 pm Roundtable 2: Play to your Strengths – How to Retain Market Share and Build Customer Loyalty
The top 20 eCommerce companies account for over 60% of global ecommerce sales and that’s growing. In the face of such huge competition how can brands not only retain market share but encourage growth through customer loyalty? Over 80% of customers say that the experience that a company provides is as important as the products or services it delivers, so the onus is now on brands to deliver an ‘experience’ over and above the transactional nature of shopping.
This session will focus on two key strategies that brands can undertake in order to continue to compete amidst increasing competition and market challenges:
-How to compete with the giants to deliver a seamless online experience
-How to use the advantages you have over large market places
Becki FrancisAssociate Director Client Strategy (Retail)
Alice CarterClient Experience Manager
Emily BoothMarket Leader – Nordics
12:15 pm - 12:45 pm Roundtable 3: How to scale your e-commerce and balance global and local strategies to successfully grow your business across different international regions
12:45 pm - 1:15 pm LUNCH BREAK
Delivering A Personalised CX
1:15 pm - 1:40 pm REINVENTING THE BEAUTY EXPERIENCE KEYNOTE: How L’Oreal used new powerful technologies for personalisation to adapt to the new phase of customer demands and evolve into the No.1 beauty tech company
JaKenna GilbertHead of Digital
L’Oréal Luxe Nordics
1:40 pm - 2:00 pm INDUSTRY PRESENTATION: How EasyCoop uses search and personalization to grow their business during Covid-19 period
Simone Gerole, CDO at EasyCoop - a leading online grocery business in Italy - will share his learnings on how search and personalization has been used to grow the online business. In this session, you will learn how EasyCoop managed demand during Covid-19, reduced bounces rates & increased conversion rate.
Simone GerolaChief Digital Officer