Programme, “The Customer Journey”, London
16. December 2014, Hilton London Paddington
ADDITIONAL SPEAKERS WILL BE CONFIRMED SOON ! VIEW THE WEBSITE REGULARLY FOR SPEAKER UPDATES.
08:00 – 09:00 Welcome Coffee
09:00 – 09:15 Workshop Kick-off
Peter Buxton and Jesper Simonsen will introduce the Workshop and explain its goals and format.
09:15 – 10:00 What is the reality of the customer journey? Where do the brands need to catch-up?
In this opening session we will hear how far the customer journey today is supported digitally. How does the consumer buy today? Are the brands meeting and fulfilling the consumers’ requirements?
Sherif Choudhry, VP Digital Transformation, Capgemini Consulting, UK
Christopher Skinner , Founder & Managing Partner, MakeBuzz, USA
New digital services: How can they help to enhance the customer journey?
10:00 – 10:30 Step 1: Consideration
We hear from specialists on the issues that influence the consumer in his buying decision. How do new targeting options, mobile and social contribute to improve the consumer’s interest?
Edouard Sonnes, International Account Executive, Horyzon Media, UK
11:00 – 11:45 Step 2: Evaluation
How can the consumer make the essential assessment of price, quality and availability ? Which solutions are bridging the gap between online research and in-store purchase ?
Jamie Cowan, Senior Development Manager Timendo, UK
John James Abadom, Head of Sales and Business Development, Leadformance, UK
11:45 – 12:30 Step 3: Purchase
When the consumer has all necessary information, how does he decide where and how to buy? Which functionalities help brands increase the conversion rate?
Enda McShane, CEO, Velocity ww, UK
Imogen Wethered, CEO, Qudini, UK
13:45 – 14:30 Step 4: Post-Purchase / After Sales
How do we ensure that the consumer is pleased with his purchase? How far do reviews influence other consumers to evaluate a brand? Here we will look at delivery, loyalty programmes and reputation management.
Ali Hussein, V.P. Sales & Marketing, On Your Map, Switzerland
Tom Pressley, Senior Marketing Manager, Bazaarvoice, UK
14:30 – 15:00 The Google view
In this session we will hear an overview how Google supports and influences the consumer on all steps of The Customer Journey. Which services are currently used and what will the future bring?
Paola Olivari, Head of Channel Sales, Google, UK
15:30 – 16:00 Brand Strategies
What is the bigger picture ? How do the strategies fit into the customer journey (mobile, multichannel) ?
Jennifer Campbell Goddard, CEO, Integrity Marketing Solutions, USA
16:00 – 16:45 Successful cooperation strategies
Listen to the views of an innovative company and how he sees the relationship to the brands today and in the future. Hear what opportunities the London tech ecosystem provides in that area.
Stephen Millard, CEO, eccomplished, UK
Rupert Staines, Managing Director, RadiumOne, UK
16:45 – 17:00 Wrap-up and Conclusions
Peter Buxton & Jesper Simonsen will summarise the day’s presentations and seek to identify some conclusions to take home.