We invested heavily in personalization and loyalty, yet customers still slip away. But maybe we don’t understand the art of getting people to return and spend. Let's ditch the conventional playbook and dig into the hard questions: When does personalization matter? What drives true loyalty beyond points and programs? Join us in reimagining customer relationship management in this session as we reinvent loyalty.
Has eCommerce ignored merchandising for too long? Amazon set a standard with a user experience primarily conceived in the 90s. Consumers learned specific patterns. Enterprise software also imposes constraints. Yet, everything from cars to gifts to the most iconic fashion brands profoundly depends on the tactile, highly visual experiences that existed long before eCommerce. In this session, we want to get detailed merchandising insights from members who have innovated, triumphed, and failed.
eCommerce has evolved far beyond the shopping cart - every touchpoint is now a product that needs vision and alignment with your customer's journey(s). From mobile apps, to delivery tracking, to returns, how do we build pathways that deliver exceptional digital experiences? This session delves into the weeds of designing companies that put customers first.
Everyone's building the tech stack - CDPs, identity resolution, recommendation engines...one can spend a fortune before making a single sale. Let's discuss where organizations are placing bets, including how those with legacy infrastructure are connecting the dots.