Customer Anywhere, Commerce Everywhere

Wednesday 29th March 2017, 8.20am - 10.30am
Canada House, Trafalgar Square, London

Customer behaviour is changing so fast that your organisation needs to be “fleet of foot” enough to service them across the channels, locations and devices of their choice – consistently. Oh, and you’d also like to generate revenue across all of those channels – ASAP!

As your business tries to realise the commercial value of re-orienting around customers, the challenges of adjusting your business model, breaking down long-established silos and transforming company culture, come into sharp focus.

Our breakfast panel discussion will take senior business leaders who are facing precisely this challenge, and will share their experiences (along with your own) in order to better inform your own internal debates. We will be focussing on:

  • Realising the commercial value of placing the customer at the heart of your business model
  • The challenges & opportunities of servicing customers with consistency across the channels and devices throughout their digital journey
  • Preparing for a customer centric approach and the business model changes required to meet the demands of digitisation

Panelists will include:

  • James Wehner, Director of Digital Experience - McDonald's Global Digital
  • Michel Koch, CMO - Time Inc. UK
  • Mike Seery, Director of Digital & CTO - Which?
  • Chris Micklethwaite, Digital Director (Interim) - Brakes Group

Who should attend?

  • Chief Customer Officers
  • Chief Digital Officers
  • Customer Experience and Services leaders
  • CMO and Marketing Directors
  • Heads of eCommerce
  • CIO/IT Director

Agenda

8.20am – Registration & Breakfast

8.55am – Take seats and welcome – Jamie Hancox, Commerce Futures

9.00am – Panel Discussion
Our Customer Anywhere, Commerce Everywhere discussion (with ongoing audience input) will discuss and examine:-

  • The affects of digital on the areas where customers engage with your business (Self-Service, Mobile, Sales, Account etc…)
    - Where does the “Customer First” principle start within your business?
    - Has digital assisted the process or hindered it?
     
  • Where is digital stalling or getting in the way of transforming relationships with customers?
    - Too much being pushed upon customers too soon?
    - Loss of contact due to too much immediacy and automation
    - Outdated ways of working - lack of internal alignment creating resistance and delaying key aspects
     
  • Where is digital creating mistakes within the business?
    - Pushing digital too hard with the wrong people involved
    - The pace of change coming along with it (Agile v Waterfall etc…)
    - Too much compromise needed - affects to service and consistency of delivery to customers

9.55am – Panel Q&A

10.05am – Coffee Break & Networking

10.30am – Event ends

Speakers

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James Wehner

Director of Digital Experience - McDonald's Global Digital

James is a dynamic global digital experience and product strategist with over 15 years’ experience as an eCommerce/omni-channel practitioner. Having worked with brands such as Next Group PLC and more recently McDonalds, James is experienced in creating seamless, frictionless experiences across all markets, products, channels and touch-points, creating fluid and meaningful interactions and driving brand advocacy.

With expertise in digital strategy, omni-channel experience, customer experience (CX), customer journey, user experience (UX), emerging technologies, product management, analytics, site redesign, user-centred design, team creation and managing change, James brings with him a wealth of knowledge to our event and will discuss challenges and opportunities he has faced throughout his career.

Michel Koch

Chief Marketing Officer (CMO) - Time Inc. UK

Michel is a digital and eCommerce pioneer. He started as Head of New Media at Sony Music in the early 90’s, and has since had several senior executive positions with international B2C and B2B multichannel companies (including Bertelsmann, Manutan, Quelle, Conrad, Camaïeu).

Michel relocated to the UK to join Marks & Spencer where he grew their international online sales, and more recently supported the omni-channel strategy of electronics retailer Maplin as eCommerce Director. In 2015, he joined TIME inc. UK to drive new business growth and eCommerce initiatives, and as a CMO led a company wide customer marketing transformation program.

Mike Seery

Director of Digital & Chief Technology Officer (CTO) - Which?

As Head of Digital at Which? Mike is responsible for driving digital product design and development at the UK's biggest subscription circulation magazine business. This has included creating a mobile review app, an iPad and Android tablet app as well as a new Consumer Rights site and a site that helps students to find the best university for them.

Prior to that, during his ten years at The Economist he oversaw its first big steps in the online space and its adoption of an open source CMS for Economist.com; and while at the Daily Telegraph he was responsible for launching its iPad app.

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Chris Micklethwaite

Digital Director (Interim) - Brakes Group

Chris is a digital transformation specialist, having worked with customer-centric technologies since the 90’s, and advising and leading change in companies from the smallest startups to the FTSE100.

As a strategist, he helps organisations make sense of digital and the disruption from technology, and as a practitioner he helps to transform businesses by building a capability in people, technology and approach. His philosophy is to lead change by continually balancing three core aspects of digital - customer value, business benefit and technology opportunity - and having recently worked with diverse businesses including TUI, Marks & Spencer and currently Brakes, he brings a unique cross-industry view of digital transformation and what it takes to be successful.

Your Hosts

Elastic Path

Defining the future of digital commerce, Elastic Path® develops the world’s most sophisticated API-based enterprise commerce platform. The company’s flagship product, Elastic Path Commerce, has helped the world’s top brands generate $45 billion in over 170 countries. Customers from industries as diverse as travel, telecoms, publishing, software and retail enjoy the benefits of a flexible, open architecture that drives brand-defining customer experiences, facilitates business agility and eliminates sales channel silos. Elastic Path is a private company based in Vancouver, Canada with sales offices in the UK and US.

Find out more

Accenture Interactive

Accenture Interactive partner with leading organizations to imagine and create delightful customer experiences with transformative results. In an era where customer experience is the battleground, Accenture Interactive is disrupting and redefining the digital agency landscape. They are experience architects, part creative agency, part business consultancy and a technology powerhouse that focuses on the customer agenda, by driving holistic customer experiences.

Find out more

FAQ

Q: Is there a fee for attending the Commerce Futures event?

A: Attending the event is free of charge. However, because we take great care in how we curate the audience, the event is invitation only and you must register in advance to attend. If you have not received an invitation but would like to attend, please register via the website and your place will be confirmed subject to approval.

Q: Can I bring a colleague?

A: Additional places will be subject to availability. Please ask your colleague to register via the website.

Q: Who else will be there?

A: Senior professionals in eCommerce, entrepreneurial brand owners, marketing & digital leaders including:- directors of marketing, eCommerce, digital, and customer experience, as well as Chief Digital Officers (CDO's), Chief Customer Officers (CCO's) and Chief Marketing Officers (CMO's).

Q: What is the address of the venue?

A: Canada House, Trafalgar Square, London, SW1Y 5BJ

Q: Is there a dress code for this event?

A: There is no formal dress code. Please come dressed in comfortable attire e.g. business casual. 

Q: Who is Commerce Futures?

A: Commerce Futures is an independent online community for retail leaders and Commerce professionals. We provide a round up of the latest news and information relating to the key challenges in Commerce today, as well as insights into future trends and technologies that are shaping the online retail landscape. And because we believe it's important to learn from our peers, the regular Commerce Futures event series brings in expert speakers from leading brands to share case studies and industry know-how. 

Since 2012, thousands of professionals have attended our events and engaged with our content. We survey them regularly to understand what problems they are wrestling with now and tailor content to help them solve those concerns.