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Customer Connect Conference

100% focussed on the customer

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

  • 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

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


Opening Retailer Keynote

Details coming soon


Partner Insight - Conversant Media



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

- 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?

Panel 1 logos


Refreshments and Networking

Hosted by Bluecore



Partner Insight - JP Morgan


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


Panel Session - How Can Retailers Optimise the Customer Funnel?

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 

Panel 2 logos


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, Director of Data and Retail, IMRG


Lunch Break and Networking 


Partner Insight - Zendesk


Second Retailer Keynote
Details coming soon



Panel Session: 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

Panel 3 logos


Refreshments and Networking


Partner Insight


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, Director of Data and Retail, IMRG


Panel Session – 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 

Panel 4 logos

16.00 -
17.00

Drinks Reception

Panel Sessions

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

- 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 Principle, Ecommerce, Maginus
Mike Harris, VP & GM International, Bluecore

How Can Retailers Optimise the Customer Funnel? -

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
Alan Duncan, Senior Marketing Director, Trustpilot
Prasad Kadiyala, Senior manager, Analytics, Strategy, and Consulting, eClerx

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

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
Ben Collier, Business Development Director, Epsilon Abacus

How Can Retailers Optimise Site Navigation? -

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:
Richard Surridge, Direct & Ecommerce Director, Sally Beauty
Richard Blakeborough, Commercial Manager, Klarna
Eric Chemouny, COO, Proximis

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 08.30, starting at 09.30 and finishing 16.15 with networking drinks till 17.30.

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.

SDSI BNR IMRG DS 2019 v1