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Cross-channel – beyond multichannel: now that every retailer has a web channel the challenge is no longer to be “multi-channel” (separate, parallel channels with limited overlap) and to be truly “cross-channel” – serving the customer with ease and fluency across all channels simultaneously, seamlessly and with no loss of capability.
From click-to-collect and instore returns to contact centre order lines via pan-channel stock visibility, this stream will consider the opportunities, issues and challenges to retailers in becoming cross channel: stores, catalogues, phone sales, web and everything in between. |
Agenda
Stream 3 – Cross-channel: beyond multichannel
Sponsors: IVIS Group and Maginus |
9.00 |
Chairman's intro
Ray Fowler, Retail Systems Consultant, CVL
► Click to view Biog |
9.10 - 10.50 |
Joining up the channels |
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Cross channel strategies for success
By any standards, the rise of internet retailing is phenomenal: from an embryonic 0.1% of all retail spend in 1997 the online channel has grown into a multi-billion pound business. Contrary to popular belief, and in spite of the fact it is growing rapidly, the internet is not an easy channel in which to trade. Over the past five years internet retailing has become both more competitive and far more professional.
Against this background, online retailers will have to work harder to interest and stimulate consumers in order to attract them to their sites. A large part of this involves using multiple channels more effectively to strengthen brand loyalty and improve customer conversion. In this presentation we examine the cross channel strategies retailers can employ in order to be successful on the internet.
Neil Saunders, Verdict Research
► Click to view Biog |
Winning in a multi-channel world
Qusai Sarraf, CEO of IVIS Group, will share his experience of partnering with Tesco.com and helping them grow their multi-channel proposition over a 12 year period. Qusai has worked with Tesco.com since its inception in 1996 and will present some of the key lessons learnt during this period. The focus will be on how businesses need to cope with constant change by embracing business agility.
IVIS Group's successful approach focuses on the business rather than just the technology. The IVIS Group approach encompasses strengthening customer relationships, facilitating partner relationships and empowering retail professionals. Qusai will also address the latest challenges faced by multi-channel retailers and offer his insight into how they can adopt winning multi-channel strategies.
Qusai Sarraf, CEO, IVIS Group
► Click to view Biog |
Some channels less travelled: From the front room to mobile
And then there were many: Everyone has heard of QVC as the world's largest TV shopping company. But in recent years developments in digital media technologies and the growth of broadband and other emergent routes to the customer like mobile and digital TV have changed QVC's trading world, particularly in the UK where 70 per cent of orders are taken electronically not through a call centre. Richard Burrell has been at the heart of these changes and will take us through QVC's transformation to be more than just a shopping channel.
Richard Burrell, Director of Engineering & New Media, QVC
► Click to view Biog |
10.50 |
Break |
11.20 - 1.00 |
The 360 degree view |
Sponsor Slot: Maginus
Cross channel selling – now and in the future
Mags Vaughan, Business Director at Traidcraft, the largest UK supplier of fair-trade products, will be discussing how the company has successfully harnessed technology to integrate its channels to market, increasing efficiency, reducing transaction costs and improving the customer shopping experience.
Traidcraft has been operating across multiple channels for several years, originally via a catalogue, followed by account customers, to large supermarkets and across the web, and this presentation will outline the importance of having an integrated, flexible solution to support the business.
Margaret Vaughan, Business Director at Traidcraft
► Click to view Biog |
Argos - Customer centric multi-channel development
Argos is recognised as pioneering new approaches in multi-channel high street retailing, introducing concepts such as in-store reservations via web, phone and text, in-store stock-check and quick-pay kiosks, all tied into the overarching online experience and offline catalogue.
As the head of Multi-Channel Programme and Operations for Argos, David Tarbuck has experience of the sharp end of multi-channel retailing. David will be sharing his experience of developing multi-channel propositions from inception to delivery, and the challenges associated with aligning different technologies and processes to meet customer needs. David will also touch on the next set of challenges facing multi-channel retail, and how through a combination of utilising new technologies with a renewed customer focus, Argos aims to meet them.
David Tarbuck, Multi-Channel Programme &Operations Manager, Argos
► Click to view Biog |
The importance of a 360 degree view
True cross-channel retailing requires a continuous, real-time view of both customers and stock. Tony will present on the operational issues overcome by Jessops in the development of its Collect@ store service and how features and services such as Answeroil and JPICS are helping customers choose the right product in any channel.
Jessops is the UK's leading photographic retailer, enjoying a reputation for excellence in the field that is second to none. The award-winning business has a nationwide network of over 230 stores, an industry leading website at www.jessops.com and the definitive photography catalogue. With a heritage spanning back to 1935, Jessops has remained at the forefront of the digital camera industry for over seventy years.
Available both online and in-store, Jessops Jpics available in any Jessops store or at www.jessops.com/photos offering a complete digital image solution for enthusiasts in the photo and photo gifts market.
Tony Smith, Head of Ecommerce, Jessops
► Click to view Biog
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1.00 |
Lunch |
2.00 - 3.10 |
Consumers and their evolving cross-channel habits.
A discussion on the logistics of European expansion - Panelists include :
- Colum Joyce, IMRWorld ► Click to view Biog
- Jean-Christophe Defline, Directeur Associé, Copilot Partners
► Click to view Biog
- Ian Jindal, Editor-in-Chief, Internet Retailing ► Click to view Biog
- Chris Pearce-Ramwell, B2Advantage ► Click to view Biog
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3.10 |
Break |
3.45 - 5.00 |
Where next?
A discussion on the issues and challenges in becoming cross channel: stores, catalogues, phone sales, web and everything in between and future issues for retailers in an online world. Panelists include:
- Malcolm Pinkerton, Senior Analyst, Verdict Research
► Click to view Biog
- George Nolan, Head of Web Development Strategy, TUI Travel
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- David Tarbuck, Multi-Channel Programme & Operations Manger, Argos ► Click to view Biog
- Chris Poad, Head of E-commerce, Otto UK
► Click to view Biog
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