Event preview: Retail Customer Engagement Conference 2019

Already in its tenth year, the Retail Bulletin’s Retail Customer Engagement Conference is taking place in central London on 5th June 2019. Speakers from Decathlon, Google, Marks & Spencer and Feelunique.com – to name just a few – will provide a fantastic learning forum and a chance to share ideas on customer engagement. “Now is the time to achieve customer centricity and customer service excellence,” says the Retail Bulletin.

What’s on the agenda this year and what can delegates hope to learn?

The organisers say this conference aims to help retailers create and retain engaged, connected and happy customers – with an eye on the future challenges they need to consider.  Speakers will be stepping up from across the retail and retail technology community, to discuss how they are deploying winning customer engagement strategies, designed to stimulate consumer loyalty and increase wallet share, in this hugely competitive marketplace.

Chairman for the day is Darren Williams – retail customer expert, who has worked for Hotel Chocolat and T2. There are keynotes and fireside chats, as well as retail case studies from The Entertainer, Decathlon and John Lewis. Delegates should expect an ‘interactive day’, with ample opportunities to ask questions and share thoughts and opinions throughout the day, and to network during breaks.

Learn how to:

  • Gain in-depth customer insight with optimised data and analytics for high-impact CX
  • Drive consistent, seamless omnichannel experiences across all touch points and services
  • Explore how AI, automation and new technologies are disrupting and changing the landscape of CX
  • Get the necessary infrastructure in place to capture data about shopping behaviours in the store

Customer-centric cultures in retail

We’re looking forward to the ‘Retailer Keynote Fireside Chat’ covering ‘how to build a customer-centric culture in your organisation’. An expert panel will look into hiring the right people into senior CX director roles – and asking how an ongoing strategy for CX, digital transformation, customer centricity should be cascaded through large retail groups.

Jo Causon, CEO, Institute of Customer Services and Jo Moran, Head of Customer Services, Marks & Spencer, will enlighten the audience on these themes.

Personalising the customer experience

A panel debate will focus on the degree to which today’s shoppers want personalised interaction. The debate will explore how delivering the right, tailored message, to the right group of people, at the right time can help drive profitability and long-term loyalty.

One question being raised is: What are brands doing to leverage mobile as the most influential – and personal – touchpoint for reaching consumers and satisfying expectations?

Aaron Chatterley, Founder & Deputy Chairman, Feelunique.com, Alexandra Simion, Head of Marketing, Brand Alley, Carol Savage, Customer & Growth Director, Look Fabulous Forever, Alan Holcroft, Sales Director – Northern Europe, Cegid make up this great panel.

The Retail Bulletin’s 10th annual Retail Customer Engagement Conference takes place on 5 June 2019, at the Cavendish Conference Centre, London W1G 9DT

Find out more here.


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