The Customer Strategy Breakfast

08:15 - 11:30
UK
27.2.2020
Conference

Hotel Cafe Royal, 10 Air Street, London, W1B 4DY

London

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The Customer Strategy Breakfast

London

Conference

February 27, 2020

Summary

Are you in Data Denial?

eCommerce has lead to an explosion in data about customers, with more Martech & messaging thrown at those customers every day to drive both new & repeat purchases. Your data practice needs to observe the pattern of your individual customer to trigger patterns in brand loyalty, resulting in an identification of personal trends, ultimately making the customer happy. During this breakfast event, we discussed the possibilities of successully executing this?

In the UK, brands are increasingly conscious of and worried about the way that data is treated and interpreted from an increasingly complex network of media sources, sales channels and systems, most of whom do not talk nicely to one another. We debated about deciding which data is valuable for your digital efforts and why.

The easy answer might be to “Buy another platform” - a CDP or DMP or Data Lake is on offer solo, or as part of so many other solutions. Or - hire data managers, scientists and interpreters (if you can afford to) and get down and dirty with your own solution. Perhaps THEN tackle “personalisation” properly?

Across the morning, we approached the fundamental questions that need to be asked about customer data before you make any investments.

PastriesDelegates networkingAudience at a Commerce Futures conference.
  • What is the overall strategy with customer data and why (if you don’t have one then do you need one)?
  • Where is the valuable data coming from, and how will you use it?
  • What does this data inform and where will it take you? What are the priorities for now (quick wins) vs. future phases?
  • How can you cost-effectively resource the implementation of an effective data strategy?
  • Conjoin greater personalisation with desired customer experience to harvest data effectively
  • How will you create a sophisticated analysis of the individual customer trends to trace point-of-sale transactions?
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Michelle Corp

Michelle Corp

eCommerce & Commercial Manager

Hotel Chocolat

Michelle is eCommerce & Commercial Manager at Hotel Chocolat. Hotel Chocolat are the leading UK premium chocolate brand with over 100 stores in the UK and a digital proposition which brings together multiple product formats including gifting, events/experiences and subscriptions.

Michelle has been at Hotel Chocolat for over 4 years and is responsible for driving digital performance during a period of significant growth for the brand. Michelle’s favourite chocolate is Strawberries & Cream Chocolate Puddles.

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Angela Lillis

Angela Lillis

Insight Lead, Clothing and Home

Marks & Spencer

Angela has a strong professional background working in data and insight, this is combined with a life-long passion for maths and problem solving. She now works with the Clothing and Home team at Marks & Spencer as Insight Lead managing the team across research, analytics and econometrics. Angela was recently recognised as ‘One of the Twenty Women in Data and Technology 2019’, a campaign that recognises diversity in Analytics by encouraging females to progress in their careers.

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Sally Hunter

Sally Hunter

Digital Insight Analyst

LK Bennett

Since starting the role at L.K.Bennett as Digital Insight Analyst, Sally has instilled a data driven approach to all eCommerce decisions within the company. In previous work, Sally was Business Data Analyst for 77 Diamonds, working at the heart of business support, with lots of different people with multiple abilities across the business - Marketing, Creative, Accounting, Dispatch, Sales and IT teams.As well as experience in Data Insight in retail, Sally has also worked for media agencies and local councils, building her skills and knowledge and channeling it to where she is today.

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Guy Hancox

Guy Hancox

eCommerce Analytics & Insight Manager

Formerly Waitrose

Guy is a senior digital marketing and analytics team leader with over 20 years of digital experience on some of the UK's biggest brands, spanning worldwide campaigns across every search engine. Over the last 5 years he has also driven and delivered integrated Cloud solutions blending analytics, online marketing and online and offline customer data to improve customer experience, marketing effectiveness and commercial performance. His experience across all these fields positions him as someone who is exceptionally well placed to see how data can be used to personalise at scale, the customer facing impacts thereof and the different technical approaches that can be taken.

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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
Michelle Corp
Angela Lillis
Sally Hunter
Guy Hancox
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
18:30
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

AGENDA

08:15 - 08:45 Registration & Networking Breakfast

08:45 - 09:00 Welcome from Commerce Futures

09:00 - 09:30 Keynote one - Michelle Corp, Lily’s Kitchen

09:30 - 10:00 Keynote two - Angela Lillis, Marks & Spencer

10:00- 10:20 Refreshments & Networking Break

10:20 - 11:05 Panel Q&A Discussion

Sally Hunter, LK Bennett
Guy Hancox, Waitrose

11:05 - 11:30 Networking & Event Close

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
Michelle Corp
Angela Lillis
Sally Hunter
Guy Hancox
10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
Michelle Corp

Michelle Corp

eCommerce & Commercial Manager

Hotel Chocolat

Michelle is eCommerce & Commercial Manager at Hotel Chocolat. Hotel Chocolat are the leading UK premium chocolate brand with over 100 stores in the UK and a digital proposition which brings together multiple product formats including gifting, events/experiences and subscriptions.

Michelle has been at Hotel Chocolat for over 4 years and is responsible for driving digital performance during a period of significant growth for the brand. Michelle’s favourite chocolate is Strawberries & Cream Chocolate Puddles.

LEARN MORE →Close icon
Angela Lillis

Angela Lillis

Insight Lead, Clothing and Home

Marks & Spencer

Angela has a strong professional background working in data and insight, this is combined with a life-long passion for maths and problem solving. She now works with the Clothing and Home team at Marks & Spencer as Insight Lead managing the team across research, analytics and econometrics. Angela was recently recognised as ‘One of the Twenty Women in Data and Technology 2019’, a campaign that recognises diversity in Analytics by encouraging females to progress in their careers.

LEARN MORE →Close icon
Sally Hunter

Sally Hunter

Digital Insight Analyst

LK Bennett

Since starting the role at L.K.Bennett as Digital Insight Analyst, Sally has instilled a data driven approach to all eCommerce decisions within the company. In previous work, Sally was Business Data Analyst for 77 Diamonds, working at the heart of business support, with lots of different people with multiple abilities across the business - Marketing, Creative, Accounting, Dispatch, Sales and IT teams.As well as experience in Data Insight in retail, Sally has also worked for media agencies and local councils, building her skills and knowledge and channeling it to where she is today.

LEARN MORE →Close icon
Guy Hancox

Guy Hancox

eCommerce Analytics & Insight Manager

Formerly Waitrose

Guy is a senior digital marketing and analytics team leader with over 20 years of digital experience on some of the UK's biggest brands, spanning worldwide campaigns across every search engine. Over the last 5 years he has also driven and delivered integrated Cloud solutions blending analytics, online marketing and online and offline customer data to improve customer experience, marketing effectiveness and commercial performance. His experience across all these fields positions him as someone who is exceptionally well placed to see how data can be used to personalise at scale, the customer facing impacts thereof and the different technical approaches that can be taken.

LEARN MORE →Close icon

Venue

Hotel Cafe Royal, 10 Air Street, London, W1B 4DY

Find directions →
The Customer Strategy Breakfast

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