Tailoring the 21st Century Customer Experience

Globally, about 89% of brands competed mainly with customer experience in 2017 versus 36% four years ago. Two sides of a coin can support the same mission by giving customers what they truly want. On one side, new technology creates an online environment that is driving experience by enabling consumers to customize products. And on the other side, retailers are curating an experience with inimitable product sets based on a consumer's style and occasion. The ultimate goal is to create the best of both the worlds.

How to take customer experience to the next level?
Session 1: Creating a seamless customer experience in a digitally-driven multichannel world
  • The customer journey reimagined; from search to payments to loyalty
  • How to put the customer first in a multichannel world
  • Data opportunities that can drive acquisition, conversation and retention
  • From discovery and acquisition to checkout and beyond
  • Moving from transaction to customer engagement
  • How will the customer journey evolve in the coming 24-36 months?
Session 2: PERSONALIZATION: Moving from e-commerce to 'me-commerce'
  • How personalization is a focal point in commerce.
  • Conversational commerce: The emergence of the "Intelligent" BOT..
  • Brands and retailers are now connecting with consumers in a personal way through messaging apps and chat bots. The emergence of chatbots has opened opportunity for retailers in creating operational efficiency and enhanced customer experiences
  • How Data and Smart, Connected Technology Deliver Amazing Customer Experiences
Session 3: LOYALTY 3.0
  • Why loyalty doesn't have to be counterproductive to convenience: Why returns is case in point for building better loyalty
  • How to use, select and leverage CRM technology and loyalty programme tools to support the customer experience?

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