FULL PROGRAM

Use the Add to My Agenda buttons to compile a Personalized Agenda of the sessions you wish to attend. Then submit an email address at bottom of screen to receive your Personalized Agenda in your inbox!

Watch for updates coming shortly including speakers and session times.

AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

It Should All Look the Same: Creating True Cross-Channel Customer Centricity

While a lot of the talk in omnichannel involves creating a consistent experience across channels, it’s difficult to achieve in practice. Does everything look and feel the same to customers whether they’re shopping in your store, browsing your ecommerce site or checking in on mobile? In what ways? And how are you working toward that goal?

It takes a cultural shift in an organization to make this happen, but at what point does the momentum start to swing? Does ecommerce have to go from 5% to 20% of sales before “customer centricity” becomes institutionalized across inventory assortment, pricing/promotion, etc.? We’ll address these issues from the perspective of companies that have wrestled with and are wrestling with this dilemma, and discuss approaches they’re taking.

This session will cover:
• The definition of customer-centricity
• What “the same” should look like
• Overcoming hurdles to a consistent experience
• Successful change management tactics
Presented By:
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

The Rise of Chatbots and AI in Customer Care

From handing out lifestyle advice to helping you find that perfect pair of shoes, chatbots are opening up a new era of retailer-customer interaction. Also known as virtual agents, chatbots are computer programs using artificial intelligence (AI) to respond to text or verbal commands and questions, providing advice and answers in place of a human agent.

While they have many benefits, chatbots can also create another hurdle separating customers from a live someone who can answer difficult questions and show the compassion and good will that underpin a great service experience. We’ll explore the ins and outs of this rapidly growing capability, and discuss scenarios where it does and doesn’t make sense.

This session will cover:

• How chatbots work
• Their benefits and limitations
• The interplay between live and virtual agents
• Use cases and success stories
• Where the technology is headed

Speakers TBA
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

The End of the Alphabet: Creating a Standout Customer Experience for Gen Y & Z

Hard on the heels of the millennial generation comes the shoppers of Gen Y and Gen Z – and just when you thought you had the younger folks figured out! These groups not only represent huge sales potential in coming years but also wield tremendous influence on today’s purchasing decisions.

And make no mistake, Gen Y and Gen Z shoppers expect brands to “get” them and their preferences at all times. So you need to understand not only how they’re wired – digitally and otherwise – but what in their minds constitutes a great customer experience. We’ll tap the expertise of brands intimately acquainted with younger shoppers to better understand what it takes to win their hearts and minds with an experience that hits all the right notes.

This session will cover:
• Key traits, characteristics and preferences of each group
• An understanding of what resonates with – and turns off – younger shoppers
• Top tips for leveraging mobile and social channels to maximum effect
• The role of personalization in creating a great experience
Moderated By:
Presented By:
  • Justin Garrity, Vice President of Display, Commerce and Integration, Sprinklr
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

The Post-Purchase Retail Experience: Winning After the Delivery

A 5% increase in customer retention can improve a company’s profitability by 75%, according to Bain research. Yet most retailers are more focused on acquisition and conversion than retention. Despite investing billions in this pursuit, ecommerce has created a “customer experience gap” for retailers unable to engage customers at key post-purchase moments. Brands are learning the hard way that lackluster engagement and an afterthought communication strategy is a guaranteed way to lose loyalty.

To address this important issue Pulse Commerce conducted mystery shopping at nearly 500 leading U.S. online merchants prior to the 2017 peak holiday shopping season. The result is a picture of true behavior rather than survey feedback, and benchmarking by product category for comparison to peers as well as to Amazon.

This session will cover:
• Insights into merchant behavior across 80 unique post-purchase experience parameters
• The impact of loyalty programs and reward types on growth and sales
• How your returns window, days to refund and return shipping costs affect CX
• The impact of branding and marketing on results (emails, packaging, packing slip, etc.)
Presented By:
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

Making the Social Nets Work: Improving Engagement, Solving Customer Issues

Social media can be an excellent tool for brands to engage with customers and handle issues that arise. While they started as a way to showcase products, sites like Facebook, Twitter and Instagram have become great vehicles for dialog and storytelling as well as putting out fires, addressing complaints and sharing the coolest new stuff.

So why are so many brands struggling to meet customer expectations in a space where shoppers spend so much time? Sprout Social ranks retail as second in terms of complaints about lack of social responsiveness. To address this, we’ll highlight examples of companies that are ahead of the curve on effective social communication, and provide tips you can use to bolster your organization’s performance.

This session will cover:
• Why fast response times are good, but not the end goal
• Tips on making your agents empathetic, effective social pros
• The pluses and minuses of various social platforms for brands
• Best practices in social listening and how it benefits you
• Getting internal teams on the same social media page
Moderated By:
Presented By:
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

The Wow Factor: Creating a Memorable Unboxing Experience

When certain companies send a package, it’s instantly recognizable everywhere because it’s doing double-duty as a transport medium and a brand ambassador. However many merchants are failing to take advantage of their packaging – both interior and exterior – to create a “wow factor” that sets them apart in consumers’ minds. And you don’t have to have a major national brand in order to do so.

Find out how you can create a more memorable experience with one of your most tangible customer touchpoints. Don’t just look at your box and consider its integrity and protection factor, as important as that is. Find out how even small details can excite your customers and make them want to share the unboxing experience socially with their friends.

This session will cover:
• The importance of branded packaging in ecommerce
• Key elements that can lead to a “wow”
• When it makes sense to consider a premium approach
• Examples of brands that are getting it right

Speakers TBA
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

Using Customer Journey Reconstruction as a Powerful Tool in CX Design

Building genuine customer empathy is a challenge in any service environment, and this is compounded when even tried-and-true CX methods present customers as theoretical entities. But when that customer has a name, when you frame the actual event, and when you hear the raw emotion in the customer’s own words, empathy is inescapable and becomes a powerful motivator for action. Your customers are talking all along the journey – are you listening?

In this session, two customer experience design professionals from Verizon Business Solutions share how they created a customer journey reconstruction practice that takes journey mapping beyond identification of touchpoints to real customer names, real dates and times and real customer voices.

This session will cover:
• How you already have the data needed to reconstruct journeys and bring customer stories to life
• How reconstructing actual customer journeys exposes the root causes of customer pain in unexpected places
• How journey reconstruction can lead to process and organizational changes, eliminating customer pain points
• How emotion and empathy now have a seat alongside hard data in C-level meetings

Presented By:
  • Cary Cusumano, Manager, Ease of Commerce Marketing, Customer Experience, Verizon Enterprise Solutions
  • Erin Van Remortel, Customer Experience Strategist, Verizon Enterprise Solutions
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

The Relationship's In Their Hands: Optimizing the Mobile Experience

Given the ubiquity of smart devices, shoppers are tied to them 24/7 – ok, at least 18/7! They’re on the hunt for deals, scanning reviews, comparing prices and making purchases. This is why creating the best possible mobile experience has become crucial to a brand’s success in a channel that’s exploding. According to the NRF, 45% of retailers said mobile initiatives transformed their digital customer experience.

We’ll talk about how retailers can offer the best mobile experience, including the latest trends, apps and technologies for stepping up your game. This will be backed up with real-world examples of mobile experiences that hit – and miss – from an industry expert and a brand practitioner.

This session will cover:
• How UX design can help or hinder the mobile experience
• The impact of voice shopping on m-commerce
• When it’s time to create an app, or refresh your current one
• Making it seamless with product pages, checkout and payments

Speakers TBA
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

Communication is Key: Info Sharing Across Departments to Ensure Great CX

As the saying goes, silos belong on farms, but try as you might they’re a fact of life in many organizations regardless of sector. And poor cross-departmental collaboration in retail and ecommerce often lead to poor experiences, such as a breakdown in communication over order status between operations and customer care teams.

While you might not be able to remove silos wholesale, there are ways to open up the channels and work more cooperatively to help ensure that customer experience excellence is a shared enterprise vision. We will provide real-world examples from merchant companies that have been able to overcome logjams and set up successful cross-functional processes (customer care, marketing, supply chain, transportation, operations, etc.).

• This session will cover:
• What stakeholders need to be involved and why
• Setting expectations, planning outcomes, measuring results
• The nuts and bolts (meeting frequency, agendas, responsibilities, etc.)
• Instilling a customer-centric mindset that informs all you do

Speakers TBA
AddAdded to My Agenda
Click to add or remove this session from your Personalized Agenda.

The Post-Purchase Experience: Meeting Shopper Needs After the Click

Ecommerce has forever changed how consumers interact with brands. From social media to AI-powered chatbots, they can reach you anytime through a variety of mediums. As in any relationship, brands today need to make sure they’re initiating the conversation to adequately promote loyalty. More than just promotions or new products, shoppers want consistent, thoughtful interactions with their favorite brands throughout the lifecycle.

This means avoiding the mindset that the exchange is over once they click “buy.” From delivery, customer care, returns and other issues, you need to be prepared to extend the interaction and drive a high-quality experience. A panel of retail professionals will discuss ways to establish meaningful customer relationships throughout the post-purchase period. You’ll come away with tips on creating positive brand interactions that strengthen loyalty and positively impact the bottom line.

This session will cover:
• Customer expectations for unique, consistent interaction with their favorite brands
• How retailers can enhance the post-purchase experience for customers
• Actionable advice and tips on how to properly engage with shoppers post-purchase
Moderated By:
  • Patrick Allard, Senior Vice President, Sales and Business Development, Newgistics

My Agenda

Send Me My Agenda