In a multichannel, multi device, multi-modal retail world, the customer has more touch points than ever while also expecting greater consistency and coherence across all areas of contact. In this Jumpstart we will consider how to provide an enhanced customer experience – not only optimising each channel, but also considering how to bridge the experience over time and across channels.
Topics for this event will span – interactive design, service planning, testing and optimisation, customer service onsite and offline, delivery and logistics as the last touch in an order process and – of course – the in-store experience.
We’ll also be looking at how best practice analytics and behavioural tracking can help us towards that elusive ‘single view of the customer’ in order to sell more effectively.
Our Editor-in-Chief Ian Jindal will host the event along with short, sharp, twenty minute presentations from the below companies:
Amplience sweeps away the complexity. We’ve created a single platform for campaign and media creation, so you can stop battling with technology and focus on selling more by creating great digital experiences that inspire users to engage, share and buy. The Amplience Platform is all you need to create everything from promotional banners and catalogues to rich lifestyle content apps – then rapidly optimise and deliver them across tablets, mobiles, kiosk and beyond into connected TV (more…)
Presentation: 7 Ways to Drive Channel Performance through Rich Customer Experiences
Discover how Amplience can help you drive channel performance in 2014. Join Amplience Founder & CEO James Brooke as we demonstrate how the Amplience Adaptive Media Platform (AMP) helps leading online retailers drive profitable omni-channel revenue growth through rich customer experiences.
Incorporating a complete overview of Amplience AMP and best practice examples, the session will cover how to;
- Create richer promotional content, look-books, style guides and online catalogues, faster and at lower cost
- Enhance creative productivity through Digital Asset Management
- Engage and convert audiences more effectively through video on landing pages
- Deliver rich product content across all pages
- Make video interactive through ‘shop-the-video’ hotspots
- Optimise site performance for mobile through dynamic media delivery
- Improve SEO performance through ‘search friendly’ image naming
Presentation: Delivering a relevant experience that engages and converts
Using behavioural insight and self-learning technology can improve the relevancy of products and offers shown to visitors, and leads to higher levels of customer engagement and greater product exposure levels.
LivePerson is the leading provider of intelligent, online engagement solutions, enabling the world’s top brands to deliver a personalised user experience by proactively engaging visitors with real-time solutions for chat, voice and content.
LivePerson’s solutions create meaningful, real-time connections by engaging the right customer, at the right time, through the right channel, driving incremental sales, maximising customer satisfaction and retention, and optimising agent resources.
Presentation: Using digital engagement to deliver an excellent customer experience – plus increase your conversions!
The growth in eCommerce, social media and mobile devices has meant that today, more than ever, online shoppers have a multitude of choices in the way that they connect with brands – whilst the brands themselves are also experiencing greater competition than ever before. These mounting pressures have meant that differentiation through an excellent customer experience is essential to gain and retain customers.
Customer examples will include Ted Baker, Home Depot and Shop Direct.
Presentation: The importance of managing your online presence
Your website is your most valuable asset. What steps should you be taking to secure and optimise it?
How is your brand and advertising managed to drive traffic and revenue to your site? Learn how you can manage all of your online and offline advertising in one place to ensure you are maximising your media spend.
SLI is the leading SaaS-based site search provider and trusted brand to the Internet Retailer Top 500 and Top 1000. Today, SLI Systems’ hosted search offerings serve more than 400 e-commerce, corporate Internet and other content-rich sites, including Wickes, Boden, B&Q, Lovehoney, Which? and others. (more…)
Presentation: 5 Ways to Accelerate Your Online Business Using Site Search, Navigation and Merchandising
More than 96% of visitors to eCommerce sites don’t buy. Put simply, they can’t ﬁnd what they want.
Your customers are telling you what they want when searching on a website – the direct understanding of this customer purchase intent enables online retailers to drive more traffic, deliver compelling merchandising messages and most importantly provide relevant products and information to visitors – all resulting in customers finding what they’re looking for on a website more efficiently.
This session will highlight real examples from brands including Oasis, Chemist Direct, Thompson and Morgan and Boden.
Presentation: Revealing Real Customer Experiences
During Lee’s 20 minute presentation thousands of potential customers will have visited and left your site. Even more will have never reached it in the first place, and bought from a competitor. For some that’s exactly what their customer experience will have been. Lee will explain what you should do about this – how to get the real answers from real customers to act upon.
James Brooke, Founder and CEO, Amplience
James founded his first internet company in 1994, and since then has been at the forefront of interactive media and eCommerce, as an entrepreneur, and as a leader in the most innovative global agencies and consultancies. As CEO and co-founder of Amplience, the leading cloud based Adaptive Media Platform, James is committed to transforming the economics of interactive media production for retailers and brand owners.
Lee Duddell, Founder and Head of UX, WhatUsersDo
Lee is passionate about using insight to improve digital experiences. He got fed up of sitting in meetings where designers, developers and managers made business critical UX decisions based upon their own hunches. They almost never considered how and why people use their digital services. That’s why he founded WhatUsersDo – so that organisations can base digital design decisions on UX insight (and not hunches).
Andrew Fowler, UK Country Manager, Apptus
Andrew is dedicated to helping retailers develop, manage and optimise their online merchandising strategies, bridging the divide between customer expectations and the challenges presented by multi-channel retail. He firmly believes that the time has come for retailers to invest in a more scientific approach to the delivery of more engaging experiences that satisfy the demands of the modern shopper.
Ed Hoffman, Vice President, SLI Systems
Ed has over 20 years of experience in the software industry with deep experience in search technology, user experience and eCommerce. Ed was senior director for Infoseek’s software unit Ultraseek, which eventually was acquired by Inktomi, then Verity, then Autonomy, then HP. In that role, he helped grow revenues of Infoseek Software / Ultraseek Corporation from the initial deal in 1997 to US$25 million annual sales into 2,500+ accounts in over 40 countries. Ed has been contributing to SLI’s growth and customer satisfaction since 2003. He is currently responsible for sales, channel/business development, and alliances globally.
Ian Scarr, Director of Sales and Business Development, SLI Systems
Ian joined SLI Systems in 2013 having previously held senior sales leadership positions at RedEye, Silverpop, Lyris and Ensighten. He has an entrepreneurial approach to reaching and engaging with audiences today and his lead-by-example approach has generated a successful track record of developing partnerships, solutions and sales growth within all major sectors. Ian is a member and graduate of the IDM with over 12 years’ experience in European Online Marketing.
Anthony Chadd, UK Business Development Director, Neustar
Tom Walmsley, Major Account Executive, LivePerson
Attendance for this half-day seminar is FREE for retailers, specifying consultants and multichannel professionals only.
For speaking opportunities, please contact email@example.com