Event Format
With roundtable discussions hosted by our data experts and senior retailers, 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’ll also wine and dine during a three-course lunch, and champagne networking reception to end the day. Join us to share your knowledge and discover best practice.
Overview and key topics:
Discover how to create scalable and personalised experiences to boost customer acquisition and loyalty; alongside navigating opportunities and challenges created by the cost-of-living crisis. We’ll delve into the customer sales funnel, particularly looking at how you can optimise each stage of the journey, increase conversion, decrease costs, and boost the lifetime value of your customers.
Key topics of discussion include:
- Acquisition, retention and loyalty
- Managing customer service
- Omnichannel success
- Managing customer data
- Selling on marketplaces
- Improving your logistical operations
- Effective use of merchandising
Agenda
Morning
| 08:15 – 09:15 | Entry Badges and Complimentary Breakfast | |
| 09:15 – 09:35 | What do current market trends tell us about customer confidence? Andy Mulcahy | How has the first half of the year played out, and what do some of the key metrics IMRG tracks reveal about ‘new normals’ in ecommerce trade? |
| 09:35 – 09:45 | Epsilon: perspectives on customer behaviour | |
| 09:45 – 09:55 | Are your customers staying with you as long as they should? Matthew Walsh | IMRG’s latest data study enables you to compare your performance against industry retention rates and benchmark your new customer acquisition rates |
| 09:55 – 10:45 | Retailer roundtables | Get involved in a series of insightful debates where you can hear about your peers’ strategic approach across a range of areas, rotating between tables to discuss a range of topics specific to customer experience |
| 10:45 – 11:15 | Coffee break and general networking | |
| 11:15 – 11:25 | Is your email strategy performing well for you? Matthew Walsh | What are industry benchmark rates for subscribes and unsubscribes, opt-ins and opt-outs, and are you sending too many emails? |
| 11:25 – 11:35 | Akeneo Perspectives on customer behaviour | |
| 11:35 – 12:25 | Retailer roundtables | Get involved in a series of insightful debates where you can hear about your peers’ strategic approach across a range of areas, rotating between tables to discuss a range of topics specific to customer experience |
| 12:25 – 12:35 | Maru Insights on how to create a winning CX | |
| 12:35 – 13:45 | Lunch and general networking |
Afternoon
| 13:45 – 14:20 | Retailer roundtables | Get involved in a series of insightful debates where you can hear about your peers’ strategic approach across a range of areas, rotating between tables to discuss a range of topics specific to customer experience |
| 14:20 – 14:30 | How much does it cost to acquire a customer? Matthew Walsh | Find out the cost of acquisition by marketing channel to see if you are over- or under-spending to drive growth in new customers |
| 14:30 – 14:55 | Coffee break and general networking | |
| 14:55 – 15:45 | Retailer workshops, hosted by guest retailers | Join top retailers at our topic-based roundtables, where they encourage open discussion around industry opportunities and challenges. |
| 15:45 – 15:55 | Market outlook for H2 2023 Matthew Walsh | How is the market comparing against IMRG’s forecast for 2023 so far this year, and does it need to be revised to reflect current conditions? |
| 15:55 – 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.
Headline sponsors:
Event Sponsors:
