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Overview

Join IMRG and ECOMMERCE EXPO for Customer Week, a series of five one hour webinars, taking place daily between 15th – 19th June 2020.

Customer Week brings you IMRG’s latest research into how customer behaviour is evolving, particularly focusing on how it will be impacted over the longer term by the Coronavirus outbreak, helping you adapt your proposition to cater for evolving customer behaviour and expectations.

Customer Week is all about looking forward – taking what we’ve learnt during this crisis and considering what the long-term ramifications are for managing customer experience.

Our data-informed insight is intended to give you the insight you need to optimise your customer proposition for success. Attendees will learn:

  • How to understand customer behaviour in light of the Coronavirus outbreak
  • Adapt customer propositions following the Coronavirus crisis
  • Optimise retail site conversion
  • Apply techniques for acquisition and retention

All Customer Week webinars will take place from 14:00 till 15:00.

View the full agenda below.

Click here to register

 

Agenda

Customer Week Agenda.

Part 1: How did retailers adapt their customer propositions during the Coronavirus outbreak? - Andy Mulcahy, Strategy and Insight Director, IMRG - What changes did retailers have to bring in during the COVID outbreak, and what questions remain as restrictions start to ease?



Part 2: Insight from headline sponsor Conversant Media



Part 3: Quickfire presentations: Understanding customer behaviour following Coronavirus

  • Foolproof
  • Microsoft



Part 4: Retailer Q&A – Ollie Marshall, Managing Director, Maplin



Part 5: Smartphone optimisation best practice pt I – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This first session looks at market benchmarks and how to encourage higher numbers of site visitors to view a product page.


Part 6: Q&A


Part 1: Smartphone optimisation best practice pt II – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This second session looks at how to optimise the product page so more visitors add items to their basket.



Part 2: Insight from headline sponsor Conversant Media



Part 3: Quickfire presentations: How we define best-in-class customer experiences?


  • Exponea 
  • Brightcove



Part 4: Finding the right technology for your business – David Kohn, Customer & Ecommerce Director, Heal’s

Following the disruption of COVID, technology will have a key role to play in helping retailers overcome the new challenges created. How can you ensure you pick the right partners?



Part 5: Quickfire presentations: How we define best-in-class customer experiences?


  • Vertex 
  • BounceX – Danielle Auerbach, Director of Customer Success, EMEA



Part 6: Q&A

Part 1: Smartphone optimisation best practice pt III – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This third session looks at best practice in getting visitors onto the checkout, as well as retailer app performance.



Part 2: Insight from headline sponsor Conversant Media



Part 3: Quickfire presentations:  What retailers can do to inspire customer conversion


  • Emailage - Lewis Besley, Sales Development Manager
  • ACI



Part 4: Optimise your track & trace to convert more customers - Sadia Khattak, Client Partnership Manager, parcelLab



Part 5: Flavio Lamenza, Senior User Experience Designer, Vodafone



Part 6: Quickfire presentations:  What retailers can do to inspire customer conversion

  • Criteo
  • Computop


Part 7: Q&A

Part 1: The impact of Coronavirus on online retail: a review – Andy Mulcahy, Strategy and Insight Director, IMRG



Part 2: Insight from headline sponsor Conversant Media



Part 3: How building customer trust leads to higher revenue and increase in customer loyalty - Erik Diepering, VP Retail Europe, SafeCharge, a Nuvei company


 

Part 4: Online retail sector performance update over the past week – Lucy Gibbs, Capgemini



Part 5: Quickfire presentations:Panellists TBC


Part 6: Smartphone optimisation best practice pt IV – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This fourth session focuses on delivery at the checkout.


Part 7: Q&A

Part 1: What were the retailer discounting patterns during the Coronavirus outbreak? – Andy Mulcahy, Strategy and Insight Director, IMRG



Part 2: Insight from headline sponsor Conversant Media



Part 3: Quickfire presentations: What can retailers do to inspire customer loyalty?


  • Epsilon
  • Quadient – Gary Winter



Part 4: Smartphone optimisation best practice pt V – Matthew Walsh, Director of Data and Retail, IMRG

New for 2020, IMRG have run a dedicated customer funnel study focused specifically on smartphone conversion. This fifth session looks at the checkout in detail.



Part 6: Key takeaways


Headline Sponsors:
  • Conversant Media
Event Sponsors:
  • SafeCharge, a Nuvei Company
  • Loqate, a GBG Solution
  • parcelLab

Register Below

By registering for one day out of the five, you will also be registering for each webinar throughout the week.

Event Date 15th Jun 2020 to 19th Jun 2020
Event Time 14:00 to 15:00 Daily
Location Online

Headline Sponsor