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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!

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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.

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Key topics of discussion include:

  • Acquisition, retention and loyalty
  • Effective use of merchandising
  • Improving your logistical operations
  • Managing customer data
  • Managing customer service
  • Omnichannel success
  • Pricing and promotions
  • Selling on marketplaces
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Agenda

Full agenda

08:15 – 09:15Entry Badges and Complimentary Breakfast
09:15 – 09:40Where are the opportunities for increasing customer acquisition and retention? Andy MulcahyIn an incredibly tough market with little scope for demand improving markedly, how can retailers find success online?
09:40 – 09:50Sponsor 1: perspectives on performance
09:50 – 10:10Retailer roundtableGet 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 – 10:15What acquisition strategies are retailers putting in place?Find out how retailers are approaching acquisition – where are they focusing and investing budget?
10:15 – 10:35Retailer roundtableFurther opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers.
10:35 – 10:40How often, and how deep, do retailers discount? Pt1 Matthew WalshA clear way to drive acquisition is do tun discount activity; discover how frequently retailers run promotions and at what level they discount.
10:40 – 11:10Coffee break and general networking
11:10 – 12:00Peer-to-peer sessions
12:00 – 12:10Sponsor 2: perspectives on performance
12:10 – 12:30Retailer roundtableFurther opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers.
12:30 – 12:35How often, and how deep, do retailers discount? Pt2 Matthew WalshA clear way to drive acquisition is do tun discount activity; discover how frequently retailers run promotions and at what level they discount.
12:35 – 13:35Lunch and general networking
13:35 – 13:40Are voucher codes the best way to run a promotion? Matthew WalshShould retailers lean into voucher codes or is the traditional discount model best?
13:40 – 14:00Retailer roundtableFurther opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers.
14:00 – 14:05What retention strategies are retailers putting in place? Matthew WalshWhere are retailers investing their budget to get customers coming back?
14:05 – 14:25Retailer roundtableFurther opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers.
14:25 – 14:55Coffee break and general networking
14:55 – 15:00How popular are loyalty schemes? Matthew WalshHow many retailers run a loyalty scheme and what proportion of their customer base actually get involved?
15:00 – 15:20Retailer roundtableFurther opportunities to hear about your peers’ strategic approach across a range of areas relevant to engaging, acquiring and retaining customers.
15:20 – 15:25Top 10 retailer analysis Matthew WalshHow are the largest retailers performing half way through the year- is the outlook good?
15:25 – 15:35Table hosts share their key insight from the table discussions
15:35 – 17:00Champagne drinks reception to end the day
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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.

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Event Sponsors:

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