MAIN CONFERENCE DAY TWO - Wednesday, May 25th, 2016

A recent report revealed that a majority of companies (94%) have not executed a formal omnichannel strategy and 37% of companies do not actually have one. This unique panel discussion will offer practical insight on:

• Key market trends that are enabling companies to deliver a consistent, connected customer experience that meets the need of a diverse customer base
• What connectivity means for your customers
• How to tailor your approach across each channel in line with customer profile, demographic and expectation
• How you can on customer feedback in real time and how can you keep on top of changing consumer behaviour across each channel

Kim Hansen

SVP, Marketing & eCommerce
Winston Brands

See Bio

Here our speaker will assess how to effectively use customer analytics to manage multiple communication channels, control content and align consumer touch points. The presentation will draw:

• Key information from analytics processes to capture customers’ attention and achieve a more focused marketing strategy
• The role of analytics to strengthen the customer experience

While there are hundreds of KPIs that retailers use, the focus needs to be on which ones really provide competitive advantage and deliver improved performance. This presentation will cover:

• The importance of benchmarking for retailers – against peers, competitors and other industry sectors
• Which KPIs can be successfully applied across your unique retail environment – across each channel - to measure the effectiveness of data analysis

In this fast paced session, attendees will discuss in small groups some of the most cutting 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:

Interaction and communication between retailer and customer is critical although companies still struggle to capture enough of the right customer feedback and translate insight into measureable performance improvement. In this session, the presenter will:

• Demonstrate why the consumer markets world needs enhanced methods for VoC
• How to develop an advanced approach to a more advanced customer feedback mechanism across multiple touchpoints

This interactive session has been designed to assist you in developing a customer analytics model based on historical data as well as customer behaviour and third party sources.

• How can you determine the core requirements for a data analytics model for your business needs and overcome the challenges in developing new analytics models
• How to manage the transition from legacy to new processes and systems

In this closing panel discussion, attendees will have the opportunity to collate the learnings from the past three days to explore the five year market vision – where is the industry heading towards and what can we expect for omnichannel transformation in today’s world? What do you need to do to stay ahead?