Day 3, Main Stage Overview
We break down what customer engagement means in a technological sense, explaining the different role that each piece of tech has, and how to create engaging experiences that lead to repeat custom and ultimately - loyalty.
By looking at how different technologies and channels can be harmonized to create a truly customer-centric brand experience, we explore how technology and verticalization work hand-in-hand to inspire repeat custom.
Moving away from oversimplification, our deep sessions participants with the knowledge needed to understand the difference between the different approaches and helps them identify what their brand needs to achieve customer engagement excellence.
14:00 - 14:30
How Being Customer Obsession Will Drive Business Growth
Shar VanBoskirk, VP and Principal Analyst, Forrester
Customer obsession is the great idea that everyone agrees with, but no one knows how to do. This session will introduce a framework for how to craft out a strategy for your company to become customer obsessed. And, we’ll look at how customer obsession drives loyalty and is helping companies recover through the current economic situation. Expect to learn:
- What exactly is customer obsession is and how it is more than good, ad hoc customer experiences?
- What are the characteristics of customer obsessed companies? How do they use data and customer insights?
- What is the right way to manifest customer obsession for your firm? Do you have to be like Zappos to succeed?
- How can you leverage email marketing, personalization and other data-driven customer interactions to be more customer obsessed?
14:30 - 15:00
Everyone Is a Retailer / Retail Is Dead…
Daren Fitzgerald, Executive Vice President, Commerce at BORN Group
There have been many shifts in perspective this year. We read about the challenges in “retail” (this always just refers to shops) - but everyone has stories of digital commerce going gangbusters, saving the day, performing at double the trading volumes that it has. So - is digital commerce the new retail? Is everyone in digital now a retailer? No!
15:00 - 15:30
Building the Future of Retail With New Technologies
Fatima Yusuf, Director of Partnerships, ShopifyPlus
Retail is being reimagined as brands find new ways to reach shoppers. As consumers shift to online and connected shopping experiences, retailers are leveraging a suite of technologies to attract, engage and convert shoppers, building loyalty and customer experience throughout the full process. Sharing examples from industry leading brands, Fatima explores how they identify and define the right tech stack to help them succeed in the new world of retail.
15:30 - 16:00
Plotting Your Path To Customer Obsession (Panel Discussion)
Panel Discussion
Forrester’s Customer Obsession Assessment identifies 21 attributes that associate with improved customer satisfaction and revenue growth (see attached). In this session, we’ll explain the assessment and use it to vet attendees strongest competencies and roadblocks that might interfere with enterprise-wide customer focus. We’ll also profile companies at different levels of maturity in order to learn from their good (and bad) practices.
16:00 - 16:20
Intermission
16:20 - 17:30
Closing Keynote, Not to Be Missed!
