Multi-Channel Day One

---

A recent Google survey reveals that 52% of consumers are less likely to engage with a business after a single bad digital experience. If a customer has to wait longer than a split second for a webpage to load, or if that site cannot deliver a rich multichannel experience, that customer could be lost forever. Already, many retailers are realising that their current platforms are no longer suited to their demanding digital customers’ needs. Here Michael offers valuable insights into building B&Q’s digital proposition and which critical factors need to be considered to ensure success.

• Knowing when the time is right to replatform
• Proactively determining the infrastructure required to deliver an amazing digital experience
• Getting ahead of market demands rather than trying to keep up
• Enhancing usability, responsiveness and agility while avoiding spreading your resources to thinly

---

The holy grail of Single Customer View continues to evolve and big data and visualisation provide two new hot topics of how to integrate. As an experienced data, insight and CRM professional, Ed’s role is to develop Asda’s SCV and maximise marketing ROI. Here he’ll share his exclusive insight:

• Retail example of SCV evolution
• Understanding the pros and cons of big data – is it all hype?
• Opportunities presented by visualisation
• Lessons learned on how to capitalise and continue delivering from the SCV

---

Is that dress that you carry, red? Or maybe scarlet? It could be ruby or maybe even maroon or crimson, rose, burgundy or copper. And let's not even get started on the style of the dress...Customer acquisition on organic search is challenging. Thousands of products, millions of potential consumers, describing your products in many ways - how can you possibly optimize your content for organic search, at the scale and speed of the Internet? And then there is measurement. How do you know that what you are doing is even working? In this session hear from leading retailers, House of Fraser and Argos about how they are leveraging technology to help solve discoverability challenges.

---

---

---

Where is the ROI in Multi-Channel Investment?

The channel-savvy, highly mobile, multidevice-happy consumer has created a new playing field for retailers. Today, the effectiveness of digital marketing strategy is increasingly measured in terms of its relevance to the intent and changing preferences of consumers across channels and touchpoints—at both macro and micro levels of granularity. As the practice of multichannel attribution gains popularity and attains a certain level of maturity, companies will be able to deliver the right message, via the right channel, at the right time to a larger audience, as well as make accurate investment decisions across desktop, mobile, tablet and instore. Join our panelists who are all at the front line in measuring ROI in the digital era. Key questions that will be answered include:

• With the decline in in-store footfall, how do brick and mortars make up for lost revenue opportunities?
• Should attribution be measured in direct, last action or multichannel terms?
• How much credit should be attributed to each consumer interaction across channels, and on what basis?
• How can businesses accurately measure and interpret their ‘raw’ customer data?

---

---

---

---

---

Drawing on his vast amount of practical experience as a motivator, high performance team builder, leadership, behavioural change and customer service expert, Adrian will take you on a roller coaster ride as he brings to life a whole new world of motivational characters that everyone can instantly identify with, take away and put to good use. Hear Adrian’s unique perspectives on:

• Everyday people being extraordinary and together making a difference
• Creating high performance environments
• Exceptional customer service through putting customers at the heart of everything you do
• Maintaining an edge over the competition

---

As more purchases become web-influenced, the days of building a website with a three to five year shelf life are over. The process of evolving your customer touch points to keep up with consumer expectations has to be at the heart of your strategy. It’s about having the agility to keep up with changing digital and consumer trends and the flexibility to match customer expectations, no matter which device they're on or how many times they've purchased. This talk will take you through how to create an ecommerce strategy that delivers seamless customer experience any time, anywhere.

---

---

Where Does Digital Fit In Your Company Structure? How Do IT, Marketing & Data Fit Together? Digital is everywhere. So companies are asking how digital fits into their business model and the best way to organise to unlock the possibilities. But discussions about digital should not stop at whether to hire a chief digital officer, recruit a digitally savvy director or create a separate digital team. Hear from four companies who are building a shared vocabulary among the key players in their organisations to restructure and transform for the future.

• Ride the storm of digital forces affecting your business model
• Piece together the jigsaw of eCommerce growth, the promise of big data, the rise of mobile, the influence of social media and the new reality of cyber security
• Find internal agreement on priorities and plans
• Make decisions by looking through the eyes of the business, channel and customer
• Overcome legacy challenges
• Boost efficiency by automating formerly manual processes

---

---

---

---

---

---

Delivery all comes down to being faster, cheaper and more convenient. Nobody understands this better than Maxim, who is leading the logistics change up at Wayfair & seeing the formerly well-defined borders between etailing and logistics dissolve. Doing a better job on peak volume and resolving bottlenecks are top priorities, and the time is now to take action. Here Maxim will delve into: • The inevitability of ‘same-day’ and what this means for you

• Supply chain diagnosis to move from offline centered to true multi channel logistics
• Consumer surveys on relevance and willingness to pay for new solutions
• Competitive benchmarking of supply chains to see where your gaps lie

---

Best practices from Conversant

Today, consumers crave personalised experiences. They long to receive relevant messages that truly speak to them – their interests and motivations. So how exactly do you reach the “always on” consumer across their devices and in multiple channels?

By activating your data alongside consumer insights from Conversant, your brand can personalise ads in real-time at the user level — everything from creative to media placement — to deliver superior results and true brand affinity.
Conversant will share best practices acquired from more than 15 years of experience in personalised digital marketing at scale with proven ROI incrementality.

---