Siobhan Fitzpatrick

Director of Multi Channel
Homebase

Check out the incredible speaker line-up to see who will be joining Siobhan.

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Re-imagining Retail Day

Thursday, October 6th, 2016

09:00 Outside-In Vs. Inside-Out: Putting The Customer Journey Before Device Type To Deliver A Greater Customer Experience

Your gut is already telling you that customer experience is the key to business success. Now you can prove it by tapping into the transformative power of managing from the outside in. An organisation like Homebase- or any retailer- must master the many disciplines of customer experience including strategy, customer understanding, design, measurement, governance, and culture in order to create a sustainable source of competitive advantage. With over 25 years of brand development & multichannel strategy behind her, Siobhan will delve into:

• How to recognise customer changes in-line with the evolution of our means of digital communication
• How to tackle leaps of expectation around convenience, choice, reliability and speed
• How to focus on brand consistency through effective internal collaboration
• How to move away from the belief that the organisation knows best as far as channel mix is concerned