Event Format

Introducing IMRG and eCommerce Expo Customer Connect Virtual! We’re thrilled to announce a new and enhanced event, designed to help you improve customer confidence and deliver exceptional CX. By combining the expertise of IMRG, with the expansive platform of eCommerce Expo, we’re looking to help you optimise your entire customer journey in 2024.

Customer Connect Virtual is an extended webinar revealing the latest insights and strategies from industry leaders and experts. You’ll discover key trends shaping consumer behavior and benefit from discovering new strategies for engaging, acquiring, and retaining customers in 2024.

From market performance analysis to deep dives into customer engagement techniques, Customer Connect Virtual promises invaluable insights into customer experience in 2024. Our data experts will look at key topics including: structuring email campaigns, leveraging emerging technologies like chatbots, and optimising discount strategies to drive sales and increase customer loyalty.

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Full agenda

09:30 – 09:35IMRG insight: What trends are defining 2024 so far? Andy MulcahyAt the halfway point of the year, how is the market performing and what customer behaviour trends are influencing it?
09:35 – 09:45Insight from our Technology Partner membership
09:45 – 09:50IMRG insight: How do retailers structure their email campaigns? Matthew WalshWhat is the most popular type of email campaign, those focused on offers or product, and when are the most popular times to send them?
09:50 – 10:05Panel: Techniques for engaging customersWhat approaches can retailers take to engage visitors to their sites?
10:05 – 10:10How often, and how deep, do retailers discount? Pt1 Matthew WalshDiscover how frequently retailers run promotions and at what level they discount.
10:10 – 10:20Insight from our Technology Partner membership
10:20 – 10:25How often, and how deep, do retailers discount? Pt2 Matthew WalshDiscover how frequently retailers run promotions and at what level they discount.
10:25 – 10:40Panel: Techniques for acquiring customersWhat strategies can retailers employ to drive traffic to their sites and convert new customers?
10:40 – 10:45IMRG insight: How are retailers using chatbots?What percentage of retailers offer a chatbot function on their site, and how long does it take to be transferred to a human if required?
10:45 – 10:55Insight from our Technology Partner membership
10:55 – 11:00IMRG insight: Are customers converting at a higher or lower rate?Are some categories and retailer groupings seeing better conversion than others at the halfway stage of 2024?
11:00 – 11:15Panel: Techniques for increasing retentionWhat are the strategies, both pre- and post-purchase, that drive loyalty? What experience would keep a customer coming back for more?
11:15 – 11:20IMRG insight: Are shoppers spending more or less with each transaction?Are we seeing basket values rationalise after a period of high inflation driving them up?
11:20 – 11:30Insight from our Technology Partner membership
11:30 – 11:45Insight from our Technology Partner membership
11:45 – 11:50IMRG insight: Which marketing channels account for the most revenue? Matthew WalshFor the traffic that comes through search, social, email and other channels, which provide the highest share of revenue? And what impact has GA4 had on these calculations?
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