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IRX 2015 PREVIEW Insight and experience conference

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We’re running a regular series of previews ahead of Internet Retailing Expo (IRX 2015) focusing on different aspects of the events and speakers. Today our focus is on the Insight and Experience Conference.

Big data, personalisation and analytics. These are the tools that modern marketers are using to measure the customer experience. Armed with new insights, retailers can understand the people who shop with them as, perhaps, never before, and respond to their needs, aspirations and demands quickly and efficiently.

The Insight and Experience conference is designed to help retailers learn from their customers, with seasoned retailers ready to share their experiences and best practice advice.

“Customer experience will explore key strategies for delivering winning multichannel customer experiences: harness big data and personalisation tools to drill deeper into customer mindsets, bridge the gap between bricks and clicks to offer seamless customer journey and experiences and harness the latest technologies as a route to forming deeper customer connections,” says conference director Lisa Ploude.

Keynote speaker in this conference is a senior Shop Direct executive, explaining why investing in the customer experience makes financial sense. This speaker will open the conference at 10.30am, taking the topic Show me the money, the business case for better customer experiences

Neil Sansom, ecommerce director of Moss Bros , then takes to the stage at 11am, with a consideration of how traders can go about using customer insights to provide them with an experience that works across channels. Data and insight to build a connected customer experience starts at 11am.

A different approach is taken by Ali Holmes, head of global ecommerce at Vodafone , who takes a look at how understanding the way customers travel through a website and related channels can have a transformational effect on way that retailers respond. Journey mapping to transform customer experiences takes place at 11.30am, and is followed by a break for lunch.

Jon Wragg, director of ecommerce at SuperGroup , discusses the way that internet retailing can build both businesses and brands at 1.15pm, in Ecommerce as a growth driver and a brand builder.

A panel discussion on omnichannel then features Michael Durbridge, head of omnichannel at B&Q and Tony Rivenell, head of omnichannel at Waitrose . Delivering the omnichannel promise takes place at 2pm.

Then Karin Berg, VP, social media, at Lidl Sweden takes to the podium to discuss the role of social in multichannel shopping. Social as a gateway to stronger customer connections takes place at 2.30pm.

The conference closes at 3pm with a second keynote address, this time considering how retailers can rise beyond the limitations of individual sales channel. Mark Steel, digital operations director at Argos , will speak on Transcending channels for a more connected customer experience.

The Insight and Experience Conference takes place on March 25 in Theatre 2 at IRX 2015. To find out more and to register for the free-to-attend event, click here.

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