Creating the Ultimate Customer Journey - Manchester

Event Info

Tue 20 May, 2014 from 8:45am - 6:00pm
The Place Hotel
Ducie Street, Piccadilly Manchester
Manchester, M1 2TP, UK
Cost: Free


Creating the best journey for your customers can be a long process which involves many different internal and external factors and joining up all the dots can take time. At today’s event, we will hear from many of the experts in that process and look at the best tools on the market that will help you manage the process effectively.

• 10 Practical Techniques for Managing Customer Experience / CXM
• Using Hosting, Hybrid technology, fanatical support and cloud to create effective e-commerce sites
• Connecting shoppers to products to accelerate e-commerce revenues
• Introduction to Feedback and Reviews
• How to humanise your purchase journey
• Best practice on Delivery and Returns

Event Details



8.45am – 9.30am Registration and networking

9.30am – 9.35am Chairs Welcome Address

9.35am – 10.00am Managing Customer Experiences: 10 Practical Techniques - Dr Dave Chaffey, CEO and co-founder, Smart Insights
Dr Dave Chaffey, bestselling author and editor of marketing strategy advice site, will show why integrated CXM is becoming an increasingly important focus in retailing. He will give 10 top tips for successful CXM programme implementation for retailers based on examples and the latest research. He will also show how to use analysis, testing and surveys to review and improve customer satisfaction and repeat sales

10.00am - 10.25am Retailer Case Study

10.25am – 10.50am Using Hosting, Hybrid Technology, Fanatical Support and Cloud to your Advantage - Rackspace

10.50am – 11.10am Retailer Case Study

11.10am – 11.35am Coffee & Networking

11.35am – 12.00pm Creating an Effective E-commerce Website - Redbox Digital

12.00pm – 12.25pm Connecting Shoppers to Products to Accelerate E-commerce Revenues - Ian Scarr, UK & EMEA Director of Sales, SLI Systems & Marcus Law, Marketing Manager EMEA, SLI Systems
In the fiercely competitive world of e-commerce, online retailers are constantly on the lookout for new and innovative ways to increase their online sales and stay ahead their rivals. Understanding customer’s shopping behaviour provides online retailers with an opportunity to increase the optimisation of the shopping experience by delivering customers with relevant products quickly and easily. Learn how Internet Retailing Top 500 brands such as B&Q, Boden, Aurora Fashions, and Thompson & Morgan deliver a constantly improving and relevant user experience by leveraging on-site search navigation, merchandising and traffic, to connect shoppers with the products they’re looking for across multiple devices

12.25pm – 12.45pm Retailer Case Study

12.45pm - 1.45pm Lunch & Networking

1.45pm – 2.10pm Introduction to Feedback and Reviews
During session we take a look at the benifits of feedback, service, product and reviews. Talk about why fake reviews are a no no and how to ask less and find out more.

2.10pm – 2.30pm Retailer Case Study

2.30pm – 2.55pm “How can I help you today?” How to Humanise your Purchase Journey - Jonny Dixon, E-commerce Channel Manager, dotMailer
It’s the personal touch which makes shopping a great experience in-store. While online retailers are winning in terms of making shopping more convenient, they are struggling to replicate this personal touch and are losing out not only in lost revenue but lost relationships. So how do you replicate those quality relationships that are so valuable in retaining customers online? Join us to find out how you can use email to humanise the online purchase journey and maximise the return on the relationship

2.55pm – 3.15pm Retailer Case Study

3.15pm – 3.40pm Coffee & Networking

3.40pm - 4.05pm Case Study

4.05pm – 4.30pm Future for Etailer Sites

4.30pm – 4.55pm Panel Q&A: Your chance to ask the panel for best practice advice

4.55pm – 5.00pm Chair’s Conclusion

5.00pm – 6.00pm Networking Drinks Reception & Canapes



Email / +4402089854249