Retail Experience Revolution: Building a new Seamless, Interconnected & Personable Experience from Discovery to Service
07-08 July | Hilton Syon Park, London
Agenda Day 2
8:00 am - 8:30 am
Registration
8:30 am - 8:35 am
Welcome & Introduction from the Chair
8:35 am - 9:20 am
OPENING PANEL DISCUSSION: For Store and Shopfront: Enabling Your Loyalty Programme To Turn Customers Into Evangelists and Experiences Into Actionable Data
Jonathan George -
Customer Operations & Loyalty Director,
Holland & Barrett
Leona De Graft - VP of eCommerce, Levi Strauss
Emma Collins - Head of Digital Loyalty & Engagement, Poundland & Dealz
9:20 am - 9:50 am
PLENARY PRESENTATION: The Key to the Relationship: Unlocking Customer Relationships With CRM Insights
Networking Break
9:55 am - 10:25 am
One-to-One Business Meetings
10:30 am - 11:00 am
One-to-One Business Meetings
9:55 am - 10:25 am
THINK TANK: Putting Smiles on Customer Faces and Customer Facing: Improving Employee Experience for Customer Success
10:30 am - 11:00 am
One-to-One Business Meetings
11:05 am - 11:50 am
PANEL DISCUSSION: Making Contact: Best Practices for Flawless and Stress-free Customer Contact Experience
Ben O'Donnell -
Head of Customer Service,
Crocus.co.uk & Primrose
11:50 am - 12:20 pm
PLENARY PRESENTATION: Self Service or Self-Serving? Balancing Efficiency, Personalisation, and Satisfaction in Customer Self Service
Lunch & Networking Break
12:25 pm - 12:55 pm
One-to-One Business Meetings
1:00 pm - 1:50 pm
Networking Lunch
1:50 pm - 2:20 pm
One-to-One Business Meetings
2:25 pm - 2:55 pm
One-to-One Business Meetings
12:25 pm - 12:55 pm
THINK TANK: Never Artificial, Always Personable: Staying Customer Centric In the Age of Automation
1:00 pm - 1:50 pm
Networking Lunch
1:50 pm - 2:20 pm
One-to-One Business Meetings
2:25 pm - 2:55 pm
THINK TANK: Getting The Green Light: Best Practices for Driving a Changing Experience from Generating Buy-In To Proving Out ROI
