Experience Commerce
Quaglinos, 16 Bury Street, London, England, SW1Y 6AJ, United Kingdom
London
Summary
The Directors Dinner
As the competitive and market pressure mounts to punctuate the transactional timeline with customer experiences that provide value across every touchpoint has become essential. In fact, a recent report highlights that multi-channel businesses are estimated to be about 25% more profitable than human-only experiences.
Similar to what we experienced with the high street, digital channels are becoming particularly critical in driving business growth and reducing costs for brands across industries, resonating from Automotive and Manufacturing to CPG and Distribution.
Whilst businesses must remain responsive, the challenge of identifying which of your touch points will enhance the customer journey must balance with the omnipresent need to prove ROI. Buyers are demanding a consistent and ever-improving service level, which can only truly be delivered by departments working closely together – with a shared purpose to delight every customer every time.
Our Experience Commerce dinner event invited industry professionals to debate and discuss the value of reinforcing the customer journey with truly valuable experiences and how these can be used to prove tangible ROI.
- Maximising collaboration across sales, service, marketing and eCommerce departments to consistently provide value-added customer experiences
- Designing for connected experiences across all customer touch points
- Understanding how to transform your “traditional” sales channels as you migrate to digital channels
- Measuring ROI on experiential expenditure - measuring customer delight
James Wehner
Director of Digital Experience
McDonald's Global DigitalRead Full Bio →
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.
James has 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.
AGENDA
18:30
Arrival & Welcome Drinks
18:50
Welcome
Commerce Futures
19:00
Introduction
James Wehner, Global Product Director - McDonald’s
19:20
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 (Topic three - Discussion at individual tables)
21:50
Final remarks/ Networking
22:30
Event close
James Wehner
Director of Digital Experience
McDonald's Global DigitalRead Full Bio →
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.
James has 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.
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