MAIN CONFERENCE DAY ONE - Tuesday, May 24th, 2016
08:00 - 08:50 Registration and Coffee
08:50 - 09:00 Chairman’s Welcome
09:00 - 09:40 Reinventing The Retail Operating Model To Harness The Power Of Cross Channel Optimization
In today’s omnichannel retail world, companies are realizing the need to build a strategic multichannel roadmap based on market position, target customer segments and internal capabilities. The most progressive companies are increasingly linking strategy to corporate objectives: identifying value levers, strategies and metrics across different parts of the business. Attend and hear how to:
- Aggregate customer data across individual touchpoints to gain insight into consumer flows and needs
- Understand where do you need to prioritize investment across channels based on value, cost and risk?
- Cultivate cross-functional collaboration to take advantage of different capabilities, skill sets and operational efficiencies
09:40 - 10:20 How Retailers And CPGs Can Use New Predictive Analytics Tools To Better Align Their Organization To Granular And Localized Demand Preferences
This thought leadership session will combine academic insight with hands on, practical advice and direction. The presenter will share some user case studies demonstrating how to:
- Extract consumer behavior patterns from relatively simple datasets and translate them into revenue gains
- Master winning strategies to enable an optimal engagement program
Irad Ben-Gal
Professor and Head, Business Analytics Research Lab, Faculty of EngineeringTel Aviv University
10:20 - 10:40 Executive Speed Networking
With attendees from some of the most progressive companies in the consumer markets space, this is a wonderful opportunity to meet and greet each other, exchange business cards, share your objectives at the event while making new friends and business contacts. You never know where it might take you!
Irad Ben-Gal
Professor and Head, Business Analytics Research Lab, Faculty of EngineeringTel Aviv University
10:40 - 11:10 Morning Coffee and Networking
11:10 - 11:50 Strategies To Engage The Right Customers At The Right Time At The Right Price
The key question remains: do you know who your customers really are and are you reaching out to them as effectively as possible? In this presentation, our speakers will discuss:
- The importance of customer touch points – when to reach out to them to maximize profitability
- How consumer services can improve the consumer engagement piece by better customer management across multiple channels
- Calculating the cost of customer analytics – how to maximize ROI and selecting where to prioritize investment
11:50 - 11:51 Round Table Discussions
In this fast paced session, attendees will discuss in small groups some of the most cutting-edge topics impacting the market – choose from two of the discussions taking place and join your peers in developing solutions to what is impacting you most each day. Topics to be discussed include:
TOPIC ONE
11:51 - 12:30 Achieving a truly integrated customer experience with alignment across multiple channelsTOPIC TWO
11:51 - 12:30 Spearheading a first class customer analytics strategy internally – where do you start?
TOPIC THREE
11:51 - 12:30 Redesigning your approach to omnichannel integration from the perspective of your customerTOPIC FOUR
11:51 - 12:30 The role of ecommerce in shaping brand perception, engaging communities and defining the customer experience
12:30 - 13:30 Networking Luncheon
After lunch the conference will break out into interactive tracks – in a workshop setting attendees will have the opportunity to brainstorm, discuss and find solutions to some of the most challenging topics in the areas of analytics, customer experience and omnichannel optimization.
TRACK A: INSIGHT, ANALYTICS AND BIG DATA
13:30 - 14:10 Predictive Analytics: The Secret Weapon For RetailIn a crowded, competitive market, predictive analytics is emerging as a weapon for retailers to gain insight from data. This presentation will look beyond customer insight to focus on:
- How data can be used to derive an understanding of market trends to drive supply and marketing decisions
- Strategies for retailers to monitor the risk landscape to reduce losses and remain competitive
TRACK B: OMNICHANNEL CUSTOMER EXPERIENCE
13:30 - 14:10 OmniChannel Synchronization: The New Norm For RetailersWhile retailers have largely mastered customer experience transformation across individual channels, today’s 24/7 customers are looking for an integrated customer experience – one where no single channel stands alone. The session will focus on:
- The best ways for retailers to ensure they are positioned to maximising opportunities for connectivity with their customers
- Synchronization as the new norm for retail
14:10 - 14:50 Defining A New Approach To Predictive Customer Lifetime Value Analytics
This presentation will examine key trends in predictive customer lifetime value analytics as the foundation of a customer acquisition strategy. Learn how to:
- Combine historical data with cutting edge forecasting techniques to build an insightful consumer profile of your diverse customer base
- Understand how to tailor customer management strategies for specific segments
- Focus customer retention efforts and where to do so
14:10 - 14:50 Engaging Customers To Deliver Round The Clock Service Quality Across Digital Channels
As customers become more tech-savvy, expectations of the digital experience will only increase with pressure to ensure consistency of service delivery and responsiveness in real-time. This presentation will review how to:
- Deploy technology to capture and respond to information in real time
- Driving customer insight and the end to end experience
- The role of technology in influencing our communication strategy
- Identifying preferred channels to engage with customers
14:50 - 15:20 Afternoon Tea and Networking
15:20 - 16:00 Applying Advanced Big Data Analytics To Gain Insight Into Consumer Trends And Changing Buying Patterns
Here you will receive an overview of advances in big data and its application across consumer services. Learn the most effective ways to:
- Leverage structured data to extract relevant and marketable insight
- Determine what are the pros and cons of customer centric versus channel centric analytics and how can you accurately forecast near-, medium- and long-term shopper behaviour
- Proactively respond to changing customer buying patterns
15:20 - 16:00 Reshaping The Omnichannel Experience Via The Shift Of Online Brands To Bricks And Mortar
With traditional retailers closing their stores, the most progressive online brands are taking the next step in their evolvement – by launching a physical store front. This presentation will look at:
- How online brands are successfully using ecommerce data to successfully move offline while managing inventory, broadening the scope of service offerings to customers and pull a new pool of customers
- The considerations online brands need to take on board when making the shift
- How this emerging trend will impact traditional retailers
16:00 - 16:40 AutoTrader Case Study
16:40 - 17:20 Personalization: Is It The Future of the Physical In Store Experience?
Hear about how today’s personalized retail trends are shaping the instore customer experience; With brands having more customer data than ever before at their fingertips, there has never been as ripe an opportunity for retailers to personalize their service offering to consumers. At the same time, shoppers have never expected retailers to know what they want without telling them. This session will equip you with the tools to:
- Translate your data into a personalized service for your customers
- Optimally personalize strategies in today’s environment
- Decode next for retail and CPG?