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IRC 2019 PREVIEW The customer expectations conference

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We’re running a series of previews and interviews with speakers around this year’s InternetRetailing Conference (IRC 2019) in the run-up to the event in October.  Today we focus on the customer expectations conference.

Speakers from Interflora, Missguided, Groupon, Avon and Sainsbury’s are among the speakers in the customer expectations conference at this year’s IRC 2019. 

The conference, which follows the morning plenary session at IRC 2019, starts at 11.30am with a panel session, Achieving excellence across all the touchpoints to meet customer expectations. Speakers Jean-François Bessiron, vice president of Groupon, Nick Burton, VP digital development at Avon, and Grace Roper, head of food digital operations at Sainsbury’s, will debate how retailers can optimise their cross-channel operations in order to give shoppers the experience that they want in a 40-minute session chaired by InternetRetailing editor Alex Sword.

Alan Banks, who heads Bringg in the EMEA region, will then give a case study presentation, Delivery in the age of Amazon, at 12.10pm. In this 20-minute session, Banks will look at how retailers can give customers the delivery experience that they want, at a price that makes sense for both the consumer and the business. 

Delegates then have the opportunity to take part in discussions around managing customer expectations in a round-table session. Alex Sword will chair this 45-minute session, where round tables will be led by retailers including Ben Freeborn, head of customer experience at Interflora, Scott Barker, head of customer service at Missguided, and Neil McLauchlan, director, UK seller delivery experience, at eBay. 

The conference will be followed by lunch, further conference streams and the afternoon plenary session. Click here for an overview of the day’s plenary sessions.

We’ll be exploring the remaining conference streams, on omnichannel, customer experience, customer engagement and loyalty, tech enablers and innovation, growth and new markets in future previews.

Click here to find out more about InternetRetailing Conference programme, and here to find out more about the event, where exhibitors showcase the latest retail technology in an exhibition, and where delegates can get practical advice on key technologies through a series of hands-on workshops. 

Image courtesy of InternetRetailing Events

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