Agenda

• The 5 most significant innovations that will impact your strategy over the next three years
• How organizations are using Customer Work and Social Media to deliver retail transformation, and how the new Opti-channel Customer Experience models will connect to big data and financial models
• Case studies on how retail organisations are using behavioral engineering to drive change in customer behaviour and how that impacts the bottom line
• Case studies on how gamification has revolutionised customer journeys and show the latest innovations in Retail Customer Experience design from around the world

Breakthrough of Omnichannel Initiative and ROI

• Implementing Omnichannel and Digital transformation in an established retail network
• Understand the essentials of explaining omnichannel initiatives to stakeholders
• How omnichannel and digital transformation initiatives impact customer experience
• Awareness on the paradigm shift away from transactional to brand based relationships
• Closing the online-offline customer experience loop

• Meeting consumers’ demand by giving them the option to be in control on their own purchase inventory
• Enable consumers to have a unified view of inventory of the desired products
• Create a seamless Single Customer View (SCV) for retailers to track their customers and communication across all channels
• Removing operational silos to enable each channel to be interacted as one

• Changes in the global retail industry and customer expectations
• Exploring the transformational power of digital on customer fulfilment and
  supply chain
• Framework for omni-channel innovation and customer engagement
• Trends, case studies and actionable insights from global leaders

• Understand how consumers perceive value in the fulfillment experience
• Actions retailers can do to upkeep with consumers’ fulfillment expectation
• How to organize and present fulfillment to increase online sales conversion
• Welcome to the era of Curated Fulfillment
• Case Study: How the best online and omnichannel retailers demonstrate how sales can be boosted by removing fulfillment barriers to conversion and loyalty increased through an excellent fulfillment experience

• Opportunity in hybrid distribution centers that fill orders for both retail and
  online stores
• Minimize cost by leveraging on online shopping, brick and mortar shop and
  third party channels with customers’ demand
• Leveraging a unified consumer’s insight in managing your stock inventory

Jordan Muir
Co-Founder and Chief Innovation Officer
Aussie Farmers Direct

• Which channel offers the best customer value in order to maximize the ROI
• Are organizations spending too much on such initiatives?
• How to measure the success of your omnichannel initiatives?
• What are the actions or changes where investors expect to see?
• Sharing of success stories of omnichannel investment

Gareth Jude
Retail Industry Executive
Telstra

Morris Pantel
Chairman
Customer Experience Foundation

Gaurav Patni
Global Executive Adviser – Retail, Digital Innovation
Logic Information Systems

• How will AR/VR dramatically change how customers interact with brands,
  products and information?
• How to influence buyers at point-of-purchase with AR/VR
• Branding in 3D space: Using VR and AR to enhance brand engagement and
  product information

• How profitable is the impact of customer personalization to the retail industry?
• Doing it right! It begins from customer services and digital touch points
• Integration mobile data is the solution of personalization
• Integrate consumers’ data in all channel and transform it to a meaning to each personnel
• Identifying influencers, personalization, and content through Big Data that convert to leads and sales
• Obtain insights through small data to translate to customer personalization
• Solutions to optimize better omnichannel initiatives:

1. Unified the silos within the organization to access to more integrated data
2. Have specific teams on customer analytics

• POS as a channel in the Omnichannel ecosystem
• Why modernising POS is vital for a successful Omnichannel strategy?
• Why cash is not king at POS?
• Benefits of personalised experience at POS

Davor Bisko
Enterprise Architect on Omnichannel, Customer Experience, Technology and Architecture

Lunch

• Balancing privacy and innovation
• To track or not to track – giving consumer choice
• Keeping your privacy promises
• The risks of getting it wrong

• Bridging the gap between in-store and online
• Explore new technologies that potentially can be future touch point
• Integrate digital with human touch
• Implementing Augmented Reality for more human touch for consumers
• Introduction of world’s first virtual reality department store by eBay and MYER

Big Data Insights into Omni-Channel Retail Trends to Drive Customer Spend

• What are customers really doing on their smartphones in store?
• Who are the price leaders and who are the price followers?
• How do retailers leverage special events to drive consumer spend?

Michael Stone
Director of Products
Invigor Group

*****

Shopper Engagement in the real-world: Using Data and Technology to your competitive advantage in boosting shopper engagement

• What does personalization mean in a mobile first era?
• How can contextual data like location, ancillary interests and situation influence shopper engagement and response?
• Who is doing it well and gaining a competitive advantage?

Claire Mula
Executive Director
Sprooki Lte

• Best practices of omnichannel retail and what retailers could pick and improve on?
• What are the prospect of omnichannel retailing could offers?
• Is omnichannel just another marketing buzzword and will this term sustain in future?
• What is the predication of the future of omnichannel retailing in the next 5 years?

Peter Ratcliffe
Head Of Digital
The Retail Apparel Group

Julie Mathers
General Manager Multichannel & Technology
Masters Home Improvement

Graham Jackson
Chief Executive Officer
Fluent Retail

To be conducted by Andy Powell, Co-Founder and Director, Agile Retailing

Omnichannel business has transformed its focus from consumer to fulfillment in 2016 and it is crucial for retailers to ensure they meet the expectations set by consumers. Many retailers have yet to grasp the get-right model to engage with the consumers based on what online consumers want.

In this half-day workshop, Andy will bring you the best strategy in changing the dynamics between retailers and consumer, as well as effective fulfillment that can improve your sales conversion and customer loyalty. Delegates will be introduced to the game-changing curated fulfillment model which extends the shopping experience and complements the brand which will enhance the retail experience greatly for consumers. As a proven expert, Andy will share the best practices and trends in online fulfillment and consumer engagement model implication.

AGENDA:

• Strategy – the changing retailer-consumer dynamic and the challenges retailers face
• The consumer engagement model and what online customers want
• Back of house – How online changes internal retail operations
• How fulfillment can improve sales conversion and loyalty
• Introduction to the Online Fulfilment Operating Model
  • Service architecture
  • Order management
  • Inventory management
  • Storage / Pick / Pack
  • Fulfilment and delivery
  • Systems
• Curated fulfillment – best practice trends in online fulfilment
• Get-rights in each area of the model
• Review of service providers in fulfillment and where / how to use them to full advantage

Reaching out to the heart of customer journey and reacting to them seamlessly creates a stronger customer experience which in return offering retailers a wider marketing opportunity. However, with the rise of different channels, many retailers struggle to offer the expected seamless customer experience. Do you share the same struggle with implementing a true click and collect, in-store fulfillment, customer personalization and loyalty across your online and brick and mortar platform?

In this half day interactive workshop, Davor will lead you to explore the effective solution to optimize your Omnichannel implementation roadmap that in returns to boost your organization’s sales. Delegates will gain insights with the best strategies to build a full Omnichannel model landscape and able to measure the ROI for the Omnichannel strategy at the end of the workshop. This half day workshop will be fully interactive with activities that enlighten you the holistic view of implementing a successful Omnichannel strategy.

AGENDA:
• Gain insights on your organization’s Omnichannel architecture
• Define business objectives and goals for Omnichannel execution
• Design the Omnichannel execution roadmap
• Measures success criteria and KPIs to determine the ROI of Omnichannel strategy