8.30 - 9.00 Networking breakfast
9.00 - 9.10 Opening remarks
9.10 - 9.50 Unpacking the eCommerce explosion through the lens of the customer
The rapid growth of e-commerce is about more than just internet access and the impact of the pandemic. Join e-commerce experts as they explore the key drivers and the benefits to customers.
- Krithika Rosenthal, Group Director of Strategy, Wavemaker
- Elizabeth Zietlow, Vice President – Experience Insights, Strategy
& Research, Signet Jewellers - Max Rudy, Director of eCommerce, Wild Planet Foods
9:50 - 10:30 Data drives results
No brand can ignore the power of data. Understand cutting edge technologies behind collecting & utilizing data driven insights to personalize products and services that will attract and retain the customer of today and tomorrow.
- Wesley Shayne Mann, Senior Manager– Finance & Payment
Analytics, Etsy - Christian Trautwein, Senior Manager | Strategy & Operations,
ZocDoc - Peter Gray, Former Vice President of Growth Product, Wall Street Journal
10.30 - 11.10 Coffee break
Everyone wants to be the brand adored by the customer. Explore the role of loyalty programmes in driving customer stickiness and retention as well as adoration
11:10 - 11.50 The next frontier in omnichannel commerce
If providers of good and services can’t meet a customer need where and when it manifests, they may well lose out to a brand that can.
- Lauren Benkov, Director of Customer Experience, Wonder
- Samuel Hollander, Founder & Chief Growth Officer, Mango
Media - Thiago Gaiao, Global Omni Category Development Director,
Reckitt - Ben Schein, Head of Product Management, Shake Shack
11.50 - 12.30 Keep your friends close and your customer even closer
Coming up with new and creative ways to leverage emerging technology to strengthen brand-consumer relationships is imperative to being a successful business. Discover how leading brands are doing so in this customer relationship deep dive.
- Moderator: Cindi Rosner, Vice President of Marketing, CR
Consulting - Nana Danielov, Senior Vice President, BioNova
- Jonah Redel-Traudel, Director of eCommerce, Summit Golf Brands
12.30 - 1.30 Lunch
1.30 - 2.10 Living the dream: Creating seamless customer journeys
Streamlining your customer journey to create a seamless experience from start to finish. Understand how to create simple, seamless customer journeys which leave your customers feeling satisfied in this session.
- Alexis Pena Vecino, AVP of Customer Experience & Marketing
Operations, NAADAM - Haixia Yu, Chief Executive Officer, 1898 Legacy
- Alan Magee, Vice President – Marketing, Empire Portfolio Group (DBA OrangeTheory Fitness)
2.10 - 2.50 Innovation at checkout: How the power of technology is transforming payments
Payments are complex experiences that need to be made simple for end users. If not delivered correctly and in line with evolving customer expectations, they can end a sale cold. Hear from payments experts as they share their views on the future of payments.
- Jess Dembeck, Principal Product Manager – Payments, The
Lifetime Value Company - Dhruv Sharma, Head of Payment, WeWork
- Marc Lupinacci, Senior Director D2C eCommerce, SimpleTire
2.50 - 3.30 How can businesses better serve customers during at time of rising prices and stretched incomes?
A challenging economic environment is also an opportunity to win customer loyalty. Explore the ways in which supporting customers now, pays dividends in the future.
- Courtney Cardin, Co-Founder, Aura Finance
- Lance Amato, Head of Customer Experience, Amato
- Sam Paik, Chief Financial Officer, Empire Portfolio Group
3.30 - 4.00 Coffee break
Payments are complex experiences that need to be made simple for end users. If not delivered correctly and in line with evolving customer expectations, they can end a sale cold. Hear from payments experts as they share their views on the future of payments.
4.00 - 4.40 Seeking resonance - How brands can communicate with the next generation of consumers?
What does the future customer expect from brands? How can they ensure that they are positioned to understand and deliver on those evolving expectations.
- Shahzad Haider, President, The Future Connoisseurs
- Trevor Mengel, Co-Founder & CEO, CloutDesk
- Immanuel Fabian Klaiber, Head of Pricing, FINN
4.40 - 5.20 Sign up now: Exploring the future of the subscription economy
What is driving a shift from repeat purchases to subscription? Crucially, understand the business benefits as we hear from those successfully using a subscription-based model.
- Immanuel Fabian Klaiber, Head of Pricing, FINN
- Peter Gray, Former Vice President of Growth Product, Wall Street Journal