Martin Kamphav

Global Head of Customer Experience H&M - Sweden

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

8:40 AM OPENING INTERNATIONAL KEYNOTE: Understanding The Innovative Customer Engagement and Personalisation Practices That H&M Engaged In Order To Become The UK’s 2nd Ranked Retailer in 2019.

With almost 5000 stores worldwide, H&M Group are leading the charge when it comes to attracting, engaging and retaining customers in the 21st century. In a world where customers have lower loyalty rates, H&M have innovated new techniques such as Digital ID profiles, connected payment methods, and Omni Channel platforms, to which they can maintain digital market relevancy and use customer data to trigger personalised information for customers based off movements and shopping behaviour. Martin Kamphav will present on how H&M are paving the way for innovation in the retail space, and their plans for growing their advancements in the APAC region.

  • Mapping the customer’s journey and analyzing this data to comprehend touchpoint areas where the customers are experiencing difficult, then investing in improving these areas.
  • Innovating processes that use customer data to trigger scheduled and personalised information to customers based off their movements and interactions with the company, whether it be in store or online.
  • Creating a digital identification program that boosts loyalty and commitment from customers and eases the payment process by removing payment processes in store and online via a single ID platform.

Workshops: Wednesday, 23rd September 2020

Wednesday, September 23rd, 2020

9:00 AM Innovating Digitised Customer Engagement Practices That Uses Customer Data To Personalise Information and Enhance CX Practices Across All CX Platforms.

The H&M Group is one of the world’s leading fashion companies having expanded their reach in the past few years with now around 5,000 stores in over 50 countries. Based in Stockholm, Sweden, H&M are constantly looking into new innovative strategies to retain and gain customers in order to grow their brand and reputation as a leading fashion retailer. In 2018, H&M ranked 2nd in the UK in the Retail Week Indicator, which assesses ranks retailers based off marketing, logistics and customer services, cross-channel and e-commerce. Ranking 2nd behind Amazon, H&M has innovated new tools that engage customers, and offer a seamless shopping experience online and offline. In this workshop, Martin Kamphav will break down H&M’s processes to creating a seamless CX environment and discuss how they have utilised 21st century technology to innovate customer engagement practices.

  • Understanding the individual customer journey and triggering personalised communication with the customer, incorporating their behavior, motivations and interactions based off data.
  • Examining the solutions market for technology that can assist with innovating CX processes that personalise customer/organisation contact.
  • Implementing new digital CX processes that focus specifically on engaging customers through selfservice tools that maximise and enhance customer/ organisation touch points.

Check out the incredible speaker line-up to see who will be joining Martin.

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