The IAB’s Customer Conversion Journey Research analyses the user journeys taken by online customers of three travel brands - British Airways, Virgin Atlantic and BMI. 

The results show the relative effectiveness of different online activities including display advertising, sponsored search, affiliate marketing, natural search and email marketing. The findings also highlight the average number of times users making purchases on these sites are exposed to each activity, which elements are most effective in converting visitors to customers and the optimum number of display exposures. The breakfast seminar will also explore issues around assessing display advertising and the need to move beyond the click thru metric to understand the true impact of online display activity.

Creating the best journey for your customers can be a long process which involves many different internal and external factors and joining up all the dots can take time. At today’s event, we will hear from many of the experts in that process and look at the best tools on the market that will help you manage the process effectively.

Takeaways:
• 10 Practical Techniques for Managing Customer Experience / CXM
• Using Hosting, Hybrid technology, fanatical support and cloud to create effective e-commerce sites
• Connecting shoppers to products to accelerate e-commerce revenues
• Introduction to Feedback and Reviews
• How to humanise your purchase journey
• Best practice on Delivery and Returns

Event Details

Agenda:

8.45am – 9.30am Registration and networking

9.30am – 9.35am Chairs Welcome Address

9.35am – 10.00am Managing Customer Experiences: 10 Practical Techniques - Dr Dave Chaffey, CEO and co-founder, Smart Insights
Dr Dave Chaffey, bestselling author and editor of marketing strategy advice site SmartInsights.com, will show why integrated CXM is becoming an increasingly important focus in retailing. He will give 10 top tips for successful CXM programme implementation for retailers based on examples and the latest research. He will also show how to use analysis, testing and surveys to review and improve customer satisfaction and repeat sales

10.00am - 10.25am Retailer Case Study

10.25am – 10.50am Using Hosting, Hybrid Technology, Fanatical Support and Cloud to your Advantage - Rackspace

10.50am – 11.10am Retailer Case Study

11.10am – 11.35am Coffee & Networking

11.35am – 12.00pm Creating an Effective E-commerce Website - Redbox Digital

12.00pm – 12.25pm Connecting Shoppers to Products to Accelerate E-commerce Revenues - Ian Scarr, UK & EMEA Director of Sales, SLI Systems & Marcus Law, Marketing Manager EMEA, SLI Systems
In the fiercely competitive world of e-commerce, online retailers are constantly on the lookout for new and innovative ways to increase their online sales and stay ahead their rivals. Understanding customer’s shopping behaviour provides online retailers with an opportunity to increase the optimisation of the shopping experience by delivering customers with relevant products quickly and easily. Learn how Internet Retailing Top 500 brands such as B&Q, Boden, Aurora Fashions, and Thompson & Morgan deliver a constantly improving and relevant user experience by leveraging on-site search navigation, merchandising and traffic, to connect shoppers with the products they’re looking for across multiple devices

12.25pm – 12.45pm Retailer Case Study

12.45pm - 1.45pm Lunch & Networking

1.45pm – 2.10pm Introduction to Feedback and Reviews
During session we take a look at the benifits of feedback, service, product and reviews. Talk about why fake reviews are a no no and how to ask less and find out more.

2.10pm – 2.30pm Retailer Case Study

2.30pm – 2.55pm “How can I help you today?” How to Humanise your Purchase Journey - Jonny Dixon, E-commerce Channel Manager, dotMailer
It’s the personal touch which makes shopping a great experience in-store. While online retailers are winning in terms of making shopping more convenient, they are struggling to replicate this personal touch and are losing out not only in lost revenue but lost relationships. So how do you replicate those quality relationships that are so valuable in retaining customers online? Join us to find out how you can use email to humanise the online purchase journey and maximise the return on the relationship

2.55pm – 3.15pm Retailer Case Study

3.15pm – 3.40pm Coffee & Networking

3.40pm - 4.05pm Case Study

4.05pm – 4.30pm Future for Etailer Sites

4.30pm – 4.55pm Panel Q&A: Your chance to ask the panel for best practice advice

4.55pm – 5.00pm Chair’s Conclusion

5.00pm – 6.00pm Networking Drinks Reception & Canapes

The Winning Digital Marketing Financial Services Conference Boost Digital Performance With Engaging Content & Integrated Cross-Channel Marketing Strategies To Optimise The Digital Customer Journey In Financial Services

A One-Day, Industry-Led Conference & Networking Event, 3rd March 2015, One America Square, Central London.

PLUS! A Separately-Bookable, Post-Conference, Half-Day Workshop, 4th March 2015 AM) Compelling Social Media Content In Financial Services

19 Industry Leaders. One Day. Written By Brands, For Brands: Harnessing The Customer Journey • Tracking Digital Behaviour • Social Media ROI • Engaging Social Media • Channel ROI • Engaging Content • Brand-Building Content • Mobile Devices • Optimised Websites • Future Strategies & Innovations • Search.

Download the brochure here to see the full agenda

Barclays Direct Investing • HSBC • AXA Wealth • M&S Bank • Nationwide Building Society • Hiscox • Standard Life • Hitachi Capital • ABN AMRO Commercial Finance plc • AXA Business Insurance • Coutts • Legal & General Insurance • AIG Europe Ltd • Jupiter Asset Management • RSA •MoneySuperMarket.com • Old Mutual Wealth • Endsleigh Insurance • LV=

Are Your Cross-Channel Marketing Strategies Demonstrably Engaging Customers & Driving Sales Across The Whole Digital Customer Journey?

Map The Digital Customer Journey Effectively: Gain greater insight into your various customer segments to create digital strategies which deliver real results within the constraints of financial services

1. Innovative Techniques To Track Behaviour Across Multiple Channels: Form a coherent, single customer view across multiple devices and touchpoints
2. Demonstrably Harness The Power Of Social Media In Financial Services: Create compelling, compliant content to engage customers and accurately measure and evaluate social media ROI
3. Advanced Measurement Techniques For Channel ROI: Accurately evaluate channel performance and ROI within multi-channel campaigns for clever budgeting
4. Engaging, Brand-Building Content In Financial Services: Build your digital brand presence to win customer attention, increase conversions and foster loyalty
5. Optimising Search: Understanding how customers are using search online today and how you can operate within the guidelines for smooth transitions
6. A Fully Optimised, Powerful Website? Improve conversion rates and enhance the customer experience with well-designed, hard-hitting websites
7. Commercialising Mobile Devices: Expert advice on capitalising on the ever-evolving mobile space
8. Future-Proof Your Digital Strategies: Embrace emerging trends and innovations to stay ahead of the digital curve

For more information please email infodigitalfinanceconference [dot] com or call +44 (0)20 3479 2299. 

Impact The Customer Journey & Shopper Behaviours With Next-Level Engagement & Content Strategies In Social, Mobile & Online, Create Stand-Out Visibility Through Enhanced Retailer Collaboration, Optimised Websites, Advanced Data Strategies & Best-In-Class Digital Innovation.

A One-Day, Industry-Led Conference & Networking Event, 9th March 2016, One America Square, Central London.

Download the brochure here to see the full agenda: www.digitalfoodconference.com/brochure

 17 Food & Drink Brands & Retailers Speaking From The Frontline: ASDA (Walmart UK) • Premier Foods • WM Morrison Supermarkets • Kellogg Company • Burton’s Biscuit Company • Kerry Foods • Mondelēz International • Twitter • Lucozade Ribena Suntory • Ferrero • Monster Energy • Healthy Foods Online • The Wine Society • FUEL10K • Arla Foods • Bettys & Taylors of Harrogate • Nim’s Fruit Crisps

Practical, Frontline Experiences On Results-Boosting Digital Food & Drink Strategies Which Create Stand-Out Visibility For Products & Brands To Create Next-Level Results:

1. Unlocking Online Food & Drink Customer Behaviours: Capitalise on growth opportunities by harnessing current and future digital trends in customer mindsets, motivations and buying behaviour
2. Boosting Social Media Engagement & ROI: Increase brand awareness, build long-term loyalty and boost sales, whilst clearly demonstrating meaningful results
3. Mobile Impact? Maximise the role of mobile to improve the customer journey and increase consumer spend with an optimised and personalised user experience
4. Cutting-Edge Digital Content: Top tips to excite your customers with attention-grabbing, campaign-boosting content
5. Collaborative Retailer-Manufacturer Relationships: Best-in-class examples from retailers and manufacturers on achieving and driving long-term mutual commercial success
6. Optimising Online Visibility & Impact: Cutting-edge tools to maximise your online visibility and digital footprint with standout websites, connected e-commerce strategies and visibility on retailer sites
7. Mapping & Influencing The Digital Channel Journey: Create a complete view of the customer and build
   consistent, customer-focused multi-channel marketing
8. Advanced Data Strategies For Next-Level Segmentation: Enhance customer targeting for personalised, cutting-edge engagement
9. It’s About Results! Demonstrate the value of digital in food and drink as part of the multi-channel mix with cutting-edge tools and techniques
10. Don’t Get Left Behind!Stay On Top Of Digital Innovations In Food & Drink: Sort the gimmicks from the game changers and get ahead with upcoming trends, tools and technologies

  For more information please email infodigitalfoodconference [dot] com or call +44 (0)20 3479 2299. 

Drive Conversions & Attribute Sales By Optimising & Innovating Your Multi-Channel Travel Marketing & Boosting Digital & Social Media Performance: Deliver On The Bottom Line With Advanced, Engaging Customer Journeys To Target The Tech-Savvy Consumers Of Today & Tomorrow.

A One-Day, Senior-Level, Industry-Led Conference & Networking Event, 21st September 2016, Museum of London Docklands, London.

Download the brochure here: www.travelmarketingconference.com/programme/brochure

Real Insight From 26 Speakers In Just One Day: Airbnb ● Facebook & Instagram ● Kuoni ● Hertz ● TripAdvisor ● Trivago ● TUI ● daa (Dublin Airport) ● Travelzoo ● YHA England & Wales ● Aer Lingus ● Laterooms.com ● Visit Cornwall ● English Heritage ● Camp America ● Brussels Airlines ● The Go Ahead Group PLC ● Liverpool John Lennon Airport ● Hostelling International ● Eurostar ● Tourism Ireland ● TravelSupermarket ● Lastminute.com ● Cheapflights

Deliver On The Bottom Line With Advanced, Engaging Customer Journeys To Target The Tech-Savvy Travel Consumers Of Today & Tomorrow

• Attribute Sales, Measure ROI: Comprehensively and accurately measure your ROI across multiple platforms to future-proof your travel marketing spend and deliver greatest value
• Insight-Based Cross-Device, Multi-Channel Integration: Engineer seamless cross-channel experiences tailored to every channel and demographic and harness the power of customer insight
• Winning Tools To Profitably Leverage Customer Journeys: Track and segment your customers to design great user experiences, reward loyalty and prevent dropouts
• Profit-Boosting Social Media Engagement: Drive conversions with dynamic, engaging, next-level social media marketing strategies and capitalise on hot, new social platforms
• Social Media Reach, Impact & ROI: Demonstrate social media success and returns within the marketing mix
• First-Class Content? Create effective and meaningful travel content which cuts through the noise, engages and converts!
• Hot New Technologies & Digital Innovations: Stay at the cutting edge and prepare for what’s next with the greatest innovations in the tech landscape
• Capitalising On Mobile To Drive Sales: Understand the value of a truly responsive, mobile-optimised presence via website or app to improve device-specific conversion rates
• Drive Traffic & Boost Online Conversions: Win big online with best-practice traffic generation tools and insight-led email strategies to create personalised, user-friendly booking experiences at the point of purchase

For more information please call us on +44 (0)20 3479 2299 or email partnertravelmarketingconference [dot] com

Create Insight-Led, Customer-Centric Journeys Across The Multi-Channel Mix, Engage Customers & Win Staff Buy-In For Exceptional Customer Experiences With Measurable ROI.  A One-Day, Industry-Led Conference & Networking Event, 21st February 2017, One America Square, Central London.

22 Thought Leaders Explore Insight-Led, Measurable Customer Experiences With Real ROI, Winning Staff Buy-In For Customer-Centric Cultures & Experiences Which Engage Customers On Every Touchpoint & Journey: Create Experiences Which Drive Revenue By Harnessing The Customer View: Align your organisation to the needs of customers for meaningful experiences on every touchpoint Measure The Customer Experience Across Every Channel: Develop a clear and seamless picture of the customer experience for responsive, customer-centric strategies which deliver results Chart ROI & Show Bottom Line Value: Secure investment by clearly demonstrating customer experience ROI to the board to secure senior level buy-in Build Engaging Customer Journeys Which Grow The Business: Optimise your brand for consistent, positive experiences which excite, convert and engage on every customer journey Seamless, Impactful Multi-Channel Experiences: Cultivate real returns on every touchpoint with personal, consistent and engaging multi-channel experiences Win Over Staff & Convince The Board For Customer- Centric, Profit-Boosting Cultures: Shape and develop organisations where everyone goes the extra mile for customers Win Big Online With Forward-Facing Digital Experiences: Digitalise the business to maximise the benefits of every channel Tech Trends, Tools & Cutting-Edge Innovations: Stay ahead of the competition and expand the business with the latest insight on new technologies and innovation Deliver The WOW In Customer Service With New Thinking & Practical Tips: Go above and beyond with real, actionable lessons on designing winning and consistent customer service 10.  Best-Practice Social Media Engagement: Innovative, tailored social media strategy which delivers what the customer wants, for bottom line impact

    Download the full agenda here: www.thecustomerconference.com/brochure

Network and discuss your greatest customer experience challenges with 22 senior-level speakers from the UK’s top customer experience brands:

·         Barclaycard, Head of Customer Experience, Sarah Eborall

·         Just Eat, Head of Global eCRM, Penny Rolington

·         TalkTalk, Head of Customer Service, Sholto Mee

·         Post Office Ltd, Head of Customer Value Management, James Scutt

·         New Look, Head of Customer Service, Louise Moghaddam

·         Orange, Head of B2B Customer Transformation, Tatiana Chamis-Brown

·         Kier Group, Group Customer Experience Director, Jackie Ducker

·         Nationwide Building Society, Head of Complaints & Customer Insight, Tim Carter

·         News UK, Head of Customer Experience & Digital, Priya Khullar

·         O2 (Telefónica UK), Head of Customer Experience, Jorge Mascarenhas

·         Santander UK, Head of Customer Experience - Customer & Innovation, Francois Blanc

·         New Look, Customer Experience Manager, Chloe Sherriff

·         HSBC, Head of Insight & Marketing Performance, Claire Verdirame

·         Just Eat, Head of Insight, Rufus Weston

·         Domestic & General, Head of Customer & Market Insight, Olga Potaptseva

·         Coventry Building Society, Customer Experience Director, Rachel Haworth

·         Guardian News and Media, Head of Commercial Insight, Ian Gibbs

·         East Midlands Trains, Head of Customer Experience Strategy, Rob Oerton

·         Weleda UK, Head of Customer Experience & IT, Vicky Brookes

·         Bupa, Global Director of Brand & Customer Experience, Andrew Clayton

·         daa (Dublin Airport), Head of Insights & Planning, Jan Richards

·         Bank of Ireland, Head of Digital Customer Experience, Keith Bohanna

Barclaycard ● New Look ● Orange ● Kier Group ● Nationwide Building Society ● News UK ● O2 (Telefónica UK) ● Santander UK ● New Look ● HSBC ● Just Eat ● Coventry Building Society ● Guardian News and Media ● Bank of Ireland ● TalkTalk ● Post Office Ltd ● Domestic & General ● East Midlands Trains ● Weleda UK ● Bupa ● daa (Dublin Airport) ● Just Eat

View the full speaker line up here: www.thecustomerconference.com/speakers

22 Senior Cross-Sector Perspectives From UK’s Top Customer Experience Brands: Customer View ★ Measuring The Experience ★ Customer Journey ★ The Multi-Channel Experience ★ ROI & The Bottom Line ★ Customer-Centric Cultures ★ Convince The Board ★ The Digital Experience ★ Innovations ★ Customer Service Design ★ Social Media

For more information, please email infothecustomerconference [dot] com or call +44(0)20 3479 2299.