FULL PROGRAM

Gain actionable insights from industry experts on ways to optimize your ecommerce and omnichannel operations

 

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!

Wednesday | April 4

10:30 AM – 11:20 AM
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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

Panelists TBA
Moderator:
  • Patrick Allard, Senior Vice President, Sales and Business Development, Newgistics
2:30 PM – 3:20 PM
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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
Speakers:
3:30 PM – 4:20 PM
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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
4:30 PM – 5:20 PM
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Attention, Mid-Market Merchants: How to Win in an Amazon Prime World

Today’s mid-market online seller is struggling. Shipping costs are on the rise, profit margins are shrinking and competition is growing quickly. In an Amazon Prime world, free two-day shipping is now the expectation, and no longer a way to differentiate and delight customers. Today, shipping programs can literally make or break profitability. How do you not only compete but win?

New research from Pulse Commerce will analyze the performance and behavior of leading mid-market merchants. It will track real orders, analyzing more than 50,000 data points throughout the entire purchase path. The insights gained will help you optimize for higher conversion rates and increased profitability along the entire customer journey.

This session will cover:
• Insights into merchant behavior across product categories, covering nearly 100 parameters
• Leading packaging, shipping and communications strategies used by your peers
• Taking advantage of opportunities before and after the buy button
• Returns program strategies, the massive satisfaction gap, and where to invest

More speakers TBA
Speakers:

Thursday | April 5

9:00 AM – 9:50 AM
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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

Speakers:
  • Cary Cusumano, Manager, Ease of Commerce Marketing, Customer Experience, Verizon Enterprise Solutions
  • Erin Van Remortel, Customer Experience Strategist, Verizon Enterprise Solutions
10:00 AM – 10:50 AM
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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

More speakers TBA
Panelists:
  • Steve Addy, Director, Customer Service, Phillips Pet Food & Supplies
Moderator:
Speakers:
11:40 AM – 12:30 PM
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Creating a Standout Brand Experience That Cuts Through the Clutter

In a crowded, noisy marketplace you need to set yourself apart by creating a “wow” experience that wins hearts and minds. But where to begin to capture the interest of highly selective and time-crunched consumers? Everything from your email messaging, social media content and packaging should work together to reinforce differentiation from the pack. Are you taking advantage of all the tools available to increase engagement?

We will address all the ins and outs of creating a more memorable experience across the various touchpoints. We’ll travel up and down the customer journey, examining each stop along the way to learn how even the smallest details can excite them enough to share the experience with friends and family.

This session will cover:
• How to focus on the brand experience from front to back
• The importance of packaging and unboxing in the overall scheme
• Ways you can enhance your current messaging across all media
• Case study examples of brands that are doing it right

Speakers TBA
12:40 PM – 1:30 PM
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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
Moderator:
Speakers:
  • Justin Garrity, Vice President of Display, Commerce and Integration, Sprinklr

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