The Customer Promise
Mortimer House, 37-41 Mortimer St, London W1T 3JH
London
Summary
How can you start living up to yours?
Each brand makes a promise to its customers - Nike promises you the confidence to "Just do it" at scale, whilst at Commerce Futures we have always promised that the content will come from people who "do the job".
Our event will take you out of your day-to-day and focus your mind about how and where you can start to live your promise more fully.
Is it in Customer Service? Should you be focusing on using simple data points to engage in a more human manner? What is it that you can learn from your peers to go back into the melee of the office and change something for the better?
Over breakfast we will discuss:
- Defining the promise you make to customers
- Identifying how that promise is delivered across each touchpoint
- Discussing how to deliver that promise at scale
- Identifying the technology that supports your promise
Charita Chutoorgoon
Head of Digital and CRM
David MorrisRead Full Bio →
With 8 years of experience at Asprey, I've navigated the dynamic landscape of luxury marketing as it began to embrace the digital world through brand management, customer engagement, crafting compelling campaigns resulting in online and offline sales. Transitioning to specialise in ecommerce, digital, and CRM, I led a transformative journey, leveraging data-driven insights to enhance the online shopping experience and drive revenue growth whilst seamlessly integrating technology with luxury craftsmanship. As Head of Digital and CRM at David Morris, I continue to pioneer digital strategies that redefine the relationship between luxury and digital experiences, to better enhance the brand’s clientelling.
Robert Norgate
Global Digital Product Owner
Dr. MartensRead Full Bio →
Rob has been with Dr. Martens for nine years, beginning his career as a store manager before transitioning to head office to Customer Service and provide support when the brands HQ moved to London. He later took on the role of leading the European Customer Service function and eventually became the Global Digital Product Owner for the Order Management Product Team. Prior to joining Dr. Martens, Rob worked with renowned brands like Urban Outfitters and Office Shoes. Throughout his career, he has cultivated a deep understanding of in-store retail, fashion apparel, and customer engagement. Rob consistently champions the customer’s voice, driving meaningful improvements at Dr. Martens.
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Audrey Huot
Customer Service Director
VADORead Full Bio →
Audrey joined VADO in May 2022 with 15 years of strong Customer Service experience, from building and training teams, delivering successful initiatives, and pioneering new ways of thinking, and putting the customers at the heart of everything she does.
Audrey has done every role within a Customer Service environment, from Customer Service Advisor, Team Leader, Customer Service Manager, Head of Customer Experience, to now Customer Service Director. Most of those roles were within the Retail E-Commerce business (Duoboots and Cox & Cox).
Audrey studied Business Management in France, before arriving in the UK at the age of 19 as an Au Pair, before starting her Customer Service journey.
AGENDA
08:45 Registration & Breakfast
09:30 Welcome & Partner Introductions
09:40 Keynote Speaker with Q&A
10:10 Moderated Group Discussion
10:30 Guest Speaker Panel with Q&A
11:00 Continued Group Discussion & Networking
11:30 Event Closes
Charita Chutoorgoon
Head of Digital and CRM
David MorrisRead Full Bio →
With 8 years of experience at Asprey, I've navigated the dynamic landscape of luxury marketing as it began to embrace the digital world through brand management, customer engagement, crafting compelling campaigns resulting in online and offline sales. Transitioning to specialise in ecommerce, digital, and CRM, I led a transformative journey, leveraging data-driven insights to enhance the online shopping experience and drive revenue growth whilst seamlessly integrating technology with luxury craftsmanship. As Head of Digital and CRM at David Morris, I continue to pioneer digital strategies that redefine the relationship between luxury and digital experiences, to better enhance the brand’s clientelling.
Robert Norgate
Global Digital Product Owner
Dr. MartensRead Full Bio →
Rob has been with Dr. Martens for nine years, beginning his career as a store manager before transitioning to head office to Customer Service and provide support when the brands HQ moved to London. He later took on the role of leading the European Customer Service function and eventually became the Global Digital Product Owner for the Order Management Product Team. Prior to joining Dr. Martens, Rob worked with renowned brands like Urban Outfitters and Office Shoes. Throughout his career, he has cultivated a deep understanding of in-store retail, fashion apparel, and customer engagement. Rob consistently champions the customer’s voice, driving meaningful improvements at Dr. Martens.
Audrey Huot
Customer Service Director
VADORead Full Bio →
Audrey joined VADO in May 2022 with 15 years of strong Customer Service experience, from building and training teams, delivering successful initiatives, and pioneering new ways of thinking, and putting the customers at the heart of everything she does.
Audrey has done every role within a Customer Service environment, from Customer Service Advisor, Team Leader, Customer Service Manager, Head of Customer Experience, to now Customer Service Director. Most of those roles were within the Retail E-Commerce business (Duoboots and Cox & Cox).
Audrey studied Business Management in France, before arriving in the UK at the age of 19 as an Au Pair, before starting her Customer Service journey.
Venue
Mortimer House, 37-41 Mortimer St, London W1T 3JH
Mortimer House, located in a six-floor Art Deco building in London's Fitzrovia, offers a unique space to create, work, and unwind. It balances work and life needs, catering to both head and heart. The venue features intuitively designed team offices, meeting rooms, event spaces, a living room, terrace, studio, and gym. Blending mid-century design with the building's classicism, it provides an intimate membership experience.
Find directions →
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