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IRX 2017 The Customer Obsession Conference

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Ahead of InternetRetailing Expo (2017) and sister event eDelivery Expo we’re running a series of previews and interviews looking ahead to the event. Today the focus is on the Customer Obsession Conference.

The Customer Obsession Conference, part of IRX 2017, is for retailers who want to explore new digital approaches to putting the customer at the centre of the shopping experience.

Organisers of the conference, run in association with Monetate , aim to identify and share effective ways to use content, social, search and other digital marketing tools to deliver satisfaction and results across channels. They’re looking at data, journey mapping and personalisations as tools for campaigns to drive behavioural change.

The conference opens with a keynote address looking at the new role of the CMO as technology and integrated IT systems become ever more important, and how the boardroom as a whole will change to adapt around new digital priorities. Digital as a vehicle to form deeper customer connections is at 9.30am.

Fred Prego, group insight and marketing director at Game Retail , takes centre stage at 10.30am, with a look at turning raw data into real and useful insights that help retailers engage and retain customers. Data as a route to more engaging and profitable customer experiences is at 10.30am.

Monetate founder, chairman and chief product officer David Brussin is then joined by Jonathan Newman, international CIO and VP of ecommerce at Office Depot , for a session on machine learning, artificial intelligence – and what they can really mean for consumer-facing brands as they look to personalise their customer communications. The impact of machine learning on personalisation is at 11.05am.

Marc Ellams, head of passenger, social media and digital communications at Heathrow Airport, then considers ways of using social media platforms and measuring the return on investment of this activity. He’ll explore ways of using this information to develop strategies for engagement. Tracking and measuring social ROI is at 2pm.

Neil Ellul, customer journey manager at Next , explores the way the customer journey is changing under pressure from disruptive technologies. Neil will share the fashion retailer’s experiences of what’s working and what isn’t, and how digital and social tools can help traders understand and respond to the ‘always on’ consumer. Reimagining customer experience in the age of disruption is at 3pm.

Anthony Fletcher, chief executive of , gives the closing keynote address with a look ahead at the challenges to come. Anthony will focus on the online food sector as he argues that progressive retailers need to find new ways to listen – and respond – to what customers want. Digital disruptor: how has technology disrupted the online food market and what can other sectors learn from this? is at 3.35pm.

The Customer Obsession Conference, to be held on April 6, is part of the InternetRetailing Expo, which runs from April 5 to 6 at the NEC in Birmingham. To learn more about IRX 2017, its sister conference eDelivery Expo and to register for free, visit and

Attendees can also get a 25% discount on their train fare to the NEC when they book through the IRX or EDX visitor information website.

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