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Customer Connect Conference

Putting customer experience at the heart of your business

The IMRG Customer Connect is 100% focussed on the customer, rather than retail businesses – after all, without customers, retail businesses wouldn’t actually exist. We’ll be hearing from retail speakers to get insight on everything they know about their customers; how they have gathered that information, how they stay relevant to them and what they feel they need to do to maintain their loyalty in an ever-more competitive market.  

Join us at this conference to hear:

  • How the customer is changing in 2019
  • How to optimise the customer funnel
  • How various communication channels are used to best effect
  • Optimising site navigation and customer journeys

Keynote Speakers

  • Rohan Shanbhag

    Rohan Shanbhag

    eCommerce Director | LEGO


    Rohan is a senior executive with a successful track-record of leading 30-person teams and delivering results in complex situations. While working with LEGO, he:
    - Turned around UK business in a contracting toy market, by driving double-digit eCommerce growth with Amazon and eBay
    - Grew online business to 45% of sales by executing eCommerce fundamentals around search, content, and tools with pure-play and multi-channel retailers
    - Grew US preschool business by improving assortment productivity and restructuring the supply chain

  • Libby Cross

    Libby Cross

    Head of eCommerce | Hobbs


    Libby started her career at Monsoon Accessorize, working across various ecommerce functions and specifically focusing on growing the international online presence and launching the marketplace portfolio. For the last three years she has been at Hobbs, working closely to bring ecommerce to the heart of the business and leading the digital transformation programme.

  • Andy Mulcahy

    Andy Mulcahy

    Strategy and Insight Director | IMRG


    Andy will share insight from an IMRG study analysing participant performance in the customer acquisition and retention datasets that we track – to identify common points between those who have the highest rates of performance at various stages, and those with the lowest.

  • Matthew Walsh

    Matthew Walsh

    Director of Data and Retail | IMRG


    Ever wondered what the average ‘add to basket’ rate is on smartphones? Want to know the typical checkout conversion rate on desktops? IMRG will reveal the industry benchmark for every stage of the customer funnel, on every device, and offer insight into how the top-performing retailers are achieving their results.

Agenda

08:00 -
09:00

Registration and Breakfast Networking

​Hosted by Conversant

Conversant

09:00 - 09:20

What Do Customers Care About?

What are the issues that the customer in 2019 cares about, how is their behaviour evolving and what do they say they want from retailers? Using data from retailers and shoppers, Andy will illustrate what the current trends are pointing toward.

Andy Mulcahy, Strategy and Insight Director, IMRG

 

09:20 - 09:50

Innovative & Engaging Customer Experiences

Retailer Keynote: Rohan Shanbhag, eCommerce Director, LEGO

Hosted by: Andrew McClelland, Consultant, IMRG

Rohan will be speaking on LEGO's inclusive, customer-centric approach. He will be looking at the way LEGO seek to integrate brand values into the customer experience, how to take a fresh eye to promotion through being disruptive and engaging, and how to ensure a through-the-line experience to allow shopper interaction at all touchpoints.

09:50 - 10:10

How retailers are increasing conversion - and incremental revenue - by personalising offsite consumer experiences

Elliott Clayton, SVP Media UK, ​Conversant

Right now, retailers are harnessing consumer data to access a single customer view, utilising it to deliver one-to-one, personalised display media to existing and potential consumers, wherever they are online. What’s more, this single customer view allows them to prove the true incremental value that's driven - often in excess of 10:1 (that’s over £10 for every £1 spent). Hear how, from the brands themselves, in this insightful, case study-focussed talk.


10:10 - 10:40

Panel Session: What Do You Need to Understand About the Customer in 2019?

Hosted by: Andrew McClelland, Consultant, IMRG

- How is the customer in 2019 different from previous years?

- Can the high street / stores still serve a purpose?

- What does a high-quality experience look like today?

- How does behaviour differ by demographic?

10:40 - 11:10

Refreshments and Networking

Hosted by Bluecore

 

11:10 - 11:20

Partner Insight - JP Morgan

11:20 - 11:40

IMRG Insight – Optimising the Customer Funnel [Pt 1]: Homepage and Product Page

This session, part one of two, reveals insight from a brand new IMRG data study analysing which retail site elements can be optimised to improve conversion. This session looks at the homepage and product page.

Andy Mulcahy, Strategy and Insight Director, IMRG

11:40 - 12:10

Panel Session - How Can Retailers Optimise the Customer Funnel?

Hosted by: Matthew Walsh, Data and Retail Director, IMRG

What do retailers need to think about when optimising these areas of their website:

- Homepage / search results page

- Product page

- Basket review page

- Checkout page 

12:10 - 12:30

IMRG Insight - Exclusive IMRG Capgemini Dashboard Demo

This special session will give an exclusive early view of IMRG’s new dashboard, which will enable IMRG members to refine benchmark data by a range of criteria (such as target demographic, size, tier etc), as well as new subcategories in multiple product sectors.

Matthew Walsh, Data and Retail Director, IMRG

12:30 - 13:30

Lunch Break and Networking 

13:30 - 13:40

Partner Insight - Zendesk

13:40 - 14:10

Retailer Keynote: Q&A with Libby Cross, Head of eCommerce, Hobbs

Hosted by: Andy Mulcahy, Strategy and Insight Director, IMRG

Details coming soon


14:10 - 14:40

Panel Session: What Are the Most Effective Ways for Retailers to Communicate with Customers?

Hosted by: Andrew McClelland, Consultant, IMRG

- The various channels available for engaging with customers

- Using data to inform communication

- Engaging with customers across different devices

- How different communication methods can be used in combination

14:40 - 15:10

Refreshments and Networking

 



2

15:10 - 15:30

IMRG Insight – Optimising the Customer Funnel [Pt 2]: Basket Review and Checkout

This second session in the sequence reveals insight from a brand new IMRG data study analysing which retail site elements can be optimised to improve conversion. This session looks at the basket review page and the checkout.

Matthew Walsh, Data and Retail Director, IMRG

15:30 - 16:00

Panel Session – How Can Retailers Optimise Site Navigation?

Hosted by: Andy Mulcahy, Strategy and Insight Director, IMRG

- How do customers navigate retail sites?

- The impact of customer journeys on conversion

- Which options should be promoted at checkout?

- Deciding how to prioritise site optimisation tasks 

16.00 -
17.00

Drinks Reception

Panel Sessions

What Do You Need to Understand About the Customer in 2019? -

Andrew McClelland, Consultant, IMRG

- How is the customer in 2019 different from previous years?
- Can the high street / stores still serve a purpose?
- What does a high-quality experience look like today?
- How does behaviour differ by demographic?

Panellists Confirmed:
Ankita D’Mello, Senior Product Manager, Birchbox
Leigh Byrne, Head of Growth, Kooomo
Gavin Masters, Industry Principal, Ecommerce, Maginus
Paul Sarson, Commerce Lead, UKI, IBM
Mike Harris, VP & GM International, Bluecore

How Can Retailers Optimise the Customer Funnel? -

Matthew Walsh, Data and Retail Director, IMRG

What do retailers need to think about when optimising these areas of their website:
- Homepage / search results page
- Product page
- Basket review page
- Checkout page

Panellists Confirmed:
Duncan Hood, Site Optimisation Manager, Marks & Spencer
Drew Hagan, Senior Graphic Designer, Net World Sports
Hannah Meyer, Marketing Manager, Trustpilot
Prasad Kadiyala, Senior manager, Analytics, Strategy, and Consulting, eClerx

What Are the Most Effective Ways for Retailers to Communicate with Customers? -

Andrew McClelland, Consultant, IMRG

What Are the Most Effective Ways for Retailers to Communicate with Customers?
- The various channels available for engaging with customers
- Using data to inform communication
- Engaging with customers across different devices
- How different communication methods can be used in combination

Panellists Confirmed:
Lauren Henshaw, Social Media Manager, MUSTO
Rachael Jones, Head of Ecommerce, Seedlip
Gordon Doherty, Marketing Consultant, Marketreach
Stuart Gordon, Country Manager UK, iAdvize
Ben Collier, Business Development Director, Epsilon Abacus

How Can Retailers Optimise Site Navigation? -

Andy Mulcahy, Strategy and Insight Director, IMRG

How Can Retailers Optimise Site Navigation?
- How do customers navigate retail sites?
- The impact of customer journeys on conversion
- Which options should be promoted at checkout?
- Deciding how to prioritise site optimisation tasks

Panellists Confirmed:
Emily Cecile-Pritchard, Global eCommerce Manager, Brompton Bicycle
Richard Surridge, Direct & Ecommerce Director, Sally Beauty
Richard Blakeborough, Commercial Manager, Klarna
Eric Chemouny, COO, Proximis
Chris Andrews, Senior Business Development Manager – Merchant Retail Payments & Fraud, ACI Worldwide (EMEA) Ltd

Sponsors

Headline Sponsor

Conversant

Conversant

For more than 15 years, Conversant has been transforming the way that brands reach and talk to consumers, to drive meaningful relationships at incredible scale. Our proprietary tools and systems handle millions of bid requests and transactions that drive billions of dollars in incremental revenue. We store data in petabytes, and we make bid decisions in milliseconds. Conversant is propelling ad tech to the next level by making digital display, mobile and video ads more personal, relevant and valuable to individuals, across all their devices—anywhere, every day. All while maintaining the highest privacy standards.

More info

Sponsors

Headline Sponsor

Zendesk

Zendesk

Zendesk makes better experiences for agents, admins and customers. As employees, we encourage each other to grow and innovate. As a company, we roll up our sleeves to plant roots in the communities we call home. Our customer service and engagement platform are powerful and flexible, and scale to meet the needs of any business. Even yours.

More info

Event Sponsors

Who Should Attend?

This conference is structured around some of the unique insight from the advisory board, and the IMRG data sets.

  • Heads of eCommerce
  • Heads of Multichannel Retailing
  • Global Heads of eCommerce
  • Heads of Logistics / Delivery
  • Heads of Marketing
  • Managers / Directors
  • Marketing Directors
  • Analysts 

This event is open to all online retailers*, and IMRG solution provider members at no charge**. Non-member suppliers can attend but will be charged £1500. We will contact registered non-member suppliers to notify them of cost of access. Access to the event is controlled by IMRG and people will be refused entry if payment is not cleared on the day. 

*An online retailer would be a B2C operation selling products or services, via a website with transactions completed fully, including payment, via any interactive channel, from any location. These operations may have a social media presence, store, or be linked via a marketplace but would operate primarily via their own domain and not via a marketplace alone. Unfortunately 3rd party agencies who have retailers as clients are not classed as retailers themselves but would be a solution provider.

**Attendees registering under incorrect ticket types will be reviewed and cancelled with access to the event refused.

Where Is It?

IMRG Customer Connect Conference will be hosted in Cavendish Conference Centre.

Registration from 08.00, starting at 09.00 and finishing 16.00 with networking drinks till 17.00.

Cavendish Conference Centre

22 Duchess Mews
London
W1G 9DT

Google map

Nearest Tube Stations:

  • Oxford Circus
  • Bakerloo Line
  • Central Line
  • Victoria Line
  • Regent's Park
  • Bakerloo Line
  • Great Portland Street
  • Circle Line
  • Hammersmith & City Line
  • Metropolitan Line

Permission Statement

We have partnered with Conversant and Zendesk to help produce our Customer Connect 2019

If you would like to hear more about increasing customer engagement and interaction, reaching the right audience, how to improve your customers experience and any related services that Conversant and Zendesk think you would find useful, click "Accept" below.

Only information you have provided on the registration form will be shared after the event

Please note that your attending this event is not conditional on your provision of consent.