Event Format
With roundtable discussions hosted by our data experts, you’ll join talks on the opportunities and challenges faced by your peers. This innovative format creates a platform for open-discussion, giving you more peer-led insight than ever before. You will also benefit from one-to-one networking, giving you the rare chance to learn from each other on what it takes to offer CX excellence. Plus, enjoy a complimentary three-course lunch!
Overview and key topics:
Benefit from discovering new strategies for engaging, acquiring, and retaining customers in 2024. You will develop knowledge on what it takes to offer excellent customer experiences.
We will reveal of our latest retailer research on discounting, pricing, and promotions. Knowing that UK customers have become more price-focussed, it is essential to refine your strategies to provide attractive, in-demand benefits, whilst also protecting margins.
There will be ample discussion on improving customer service, managing customer data, fine tuning marketing, optimising touchpoints, and personalising the customer experience across the entire journey.
Key topics of discussion include:
- Acquisition, retention and loyalty
- Effective use of merchandising
- Conversion rate optimisation
- Improving your logistical operations
- Managing customer data
- Managing customer service
- Omnichannel success
- Pricing and promotions
- Selling on marketplaces
Agenda
Full agenda
| 08:15 – 09:15 | Entry Badges and Complimentary Breakfast | |
| 09:15 – 09:40 | Where are the opportunities for increasing customer acquisition, conversion and retention? Andy Mulcahy | In an incredibly tough market with little scope for demand improving markedly, how can retailers find success online? |
| 09:40 – 09:50 | Perspectives on performance | |
| 09:50 – 10:10 | Retailer roundtable | Get involved in a series of insightful debates where you can hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers. |
| 10:10 – 10:15 | What acquisition strategies are retailers putting in place? | Find out how retailers are approaching acquisition – where are they focusing and investing budget? |
| 10:15 – 10:35 | Retailer roundtable | Further opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers. |
| 10:35 – 10:40 | How often, and how deep, do retailers discount? Pt1 Matthew Walsh | A clear way to drive acquisition is do tun discount activity; discover how frequently retailers run promotions and at what level they discount. |
| 10:40 – 11:10 | Coffee break and general networking | |
| 11:10 – 12:00 | Peer-to-peer sessions | |
| 12:00 – 12:10 | Perspectives on performance | |
| 12:10 – 12:30 | Retailer roundtable | Further opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers. |
| 12:30 – 12:35 | How often, and how deep, do retailers discount? Pt2 Matthew Walsh | A clear way to drive acquisition is do tun discount activity; discover how frequently retailers run promotions and at what level they discount. |
| 12:35 – 13:35 | Lunch and general networking | |
| 13:35 – 13:40 | Are voucher codes the best way to run a promotion? Matthew Walsh | Should retailers lean into voucher codes or is the traditional discount model best? |
| 13:40 – 14:00 | Retailer roundtable | Further opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers. |
| 14:00 – 14:05 | What retention strategies are retailers putting in place? Matthew Walsh | Where are retailers investing their budget to get customers coming back? |
| 14:05 – 14:25 | Retailer roundtable | Further opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers. |
| 14:25 – 14:55 | Coffee break and general networking | |
| 14:55 – 15:00 | How popular are loyalty schemes? Matthew Walsh | How many retailers run a loyalty scheme and what proportion of their customer base actually get involved? |
| 15:00 – 15:20 | Retailer roundtable | Further opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers. |
| 15:20 – 15:25 | Top 10 retailer analysis Matthew Walsh | How are the largest retailers performing half way through the year- is the outlook good? |
| 15:25 – 15:35 | Table hosts share their key insight from the table discussions | |
| 15:35 – 17:00 | Champagne drinks reception to end the day |
The venue
Hosted at the Royal Horseguards Hotel in London, an impressive historic building, situated on the River Thames at Embankment. Inside you’ll find Victorian grandeur combined with elegant, first-class contemporary comfort which sets the venue apart as one of the finest hotels near Westminster, Houses of Parliament.
Am I eligible to attend this event?
You are eligible to attend this event if you meet the following criteria:
- You are a retailer who is manager level and above
- You are part of a retail organisation with revenue exceeding £2m
Headline sponsors:
Event Sponsors:
