AWS: Customers Should Always Win

18:30 - 22:30 GMT
UK
7.9.2022
Dinner

Hotel Café Royal, 10 Air Street, London, England, W1B 5RL

London

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AWS: Customers Should Always Win

London

Dinner

September 7, 2022

Summary

How do you build a culture where the customer is satisfied every single time?

When picking apart the experience that customers have with your organisation, focus for improvement often lands on customer services functions or (nowadays) the digital UX that is offered. Both are easy to measure and are obvious contact points.

A true examination of your customers’ journey, and its potential reinvention, must start with leaders stepping aside and allowing teams to test, learn and experiment across the whole journey. Decisions about the best way to optimise a customer’s experience are almost always more evident closer to the customer, but this involves pushing decisions down, which can be uncomfortable in many organisations’ cultures.

Some very large AWS customers have seen success in implementing the “working backwards process” developed by Amazon, and we will have a customer speaker on hand at our private supper on September 7th to share some key learnings from their journey.

By building a deeper understanding of the entire customer journey, can these meaningful improvements become a source of competitive advantage?

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Gordon Weston

Gordon Weston

VP Engineering Delivery

Merkle Inc.

Gordon Weston has over 25 years’ experience delivering data led solutions across large multi-national organizations and small to medium enterprises. He has proven success in defining and implementing cloud technology solutions, creating and managing high performing teams, implementing process improvements and managing program deliveries. Experience across finance, insurance, marketing, print, retail, hospitality and gaming sectors. A huge advocate of continuous integration and automated build process for data, development and machine learning.

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David Spencer

David Spencer

Head of Analytics Sales UK

Merkle Inc

David has strong experience in implementing both business and consumer led solutions, specialising in advanced analytical strategic sales, delivering high return on investment for clients, as well as great relationships.

David works with clients to understand their analytics and data capabilities and identifies how these can be developed to deliver business outcomes. During David’s 16 years in the industry, he has collaborated with clients across numerous sectors, leading strategic and analytical client engagements across a variety of verticals including Finance, Telecoms, Automotive, Technology, FMCG, and Retail.

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Leaf wall textureSmiling woman networking at a Commerce Futures eventSmiling woman networking at a Commerce Futures eventPastries in front of delegates
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Gordon Weston
David Spencer
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
08:30
Registration & Networking Breakfast
09:15
Welcome from Commerce Futures
09:25
Ryan Clark, STATSports & Jim Hingston, The Gym Group
Keynote
10:10
Hollie Weatherstone, Muc-Off
Keynote
10:35
Break
10:55
Multi-brand panel – Decathlon, Ellis Brigham, Helen of Troy
Keynote (Main Stage)
Speed dating for delegates
(Breakout Room)
11:50
George Huxford, Apidura
Keynote
12:15
Break
13:15
Rich Philip, Contested
Keynote
13:40
Marc Guisti, Veloforte
Keynote (Main Stage)
David Hanney, Alpkit
(Breakout Room)
14:35
Networking
15:00
Closing Remarks from Commerce Futures
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:00
Arrival & Welcome Drinks
18:45
Guests Sit
18:50
Welcome
Commerce Futures
19:00
Opening Speech
Guest Speaker
19:30
Starters
Topic One - Discussion at individual tables
19:50
Topic One discussed as a collective
20:10
Mains
Topic Two - Discussion at individual tables
20:40
Topic Two discussed as a collective
21:00
Desserts & Networking
22:30
Event Closes

AGENDA

18:30 Arrival & Welcome Drink

19:15 Guests Seat

19:20 Welcome
Opening comments from AWS Leadership Team

19:30 Opening Comments - Gordon Weston, VP Engineering Delivery & David Spencer, Head of Analytics Sales at Merkle Inc.

20:00 Starters (Topic one - Discussion at individual tables)

20:20 Topic one discussed as a collective

20:40 Mains (Topic two - Discussion at individual tables)

21:10 Topic two discussed as a collective

21:30 Desserts

22:00 Final remarks / Networking

23:00: Event closes

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
Gordon Weston
David Spencer
10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
Gordon Weston

Gordon Weston

VP Engineering Delivery

Merkle Inc.

Gordon Weston has over 25 years’ experience delivering data led solutions across large multi-national organizations and small to medium enterprises. He has proven success in defining and implementing cloud technology solutions, creating and managing high performing teams, implementing process improvements and managing program deliveries. Experience across finance, insurance, marketing, print, retail, hospitality and gaming sectors. A huge advocate of continuous integration and automated build process for data, development and machine learning.

LEARN MORE →Close icon
David Spencer

David Spencer

Head of Analytics Sales UK

Merkle Inc

David has strong experience in implementing both business and consumer led solutions, specialising in advanced analytical strategic sales, delivering high return on investment for clients, as well as great relationships.

David works with clients to understand their analytics and data capabilities and identifies how these can be developed to deliver business outcomes. During David’s 16 years in the industry, he has collaborated with clients across numerous sectors, leading strategic and analytical client engagements across a variety of verticals including Finance, Telecoms, Automotive, Technology, FMCG, and Retail.

LEARN MORE →Close icon

Venue

Hotel Café Royal, 10 Air Street, London, England, W1B 5RL

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AWS: Customers Should Always Win

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