The global explosion in ecommerce is undeniable and all-encompassing. 2020 was the year that saw more companies than ever move to or expand their online presence. Now, more than ever, retail is living and breathing online and the competition for customers is reaching boiling point. The customer of 2020 is informed and willing to search around. It is imperative you truly understand who they are – they may be loyal to a brand they connect with but also value availability. These are the trends you need to understand and the strategies your brand must deploy as we gear up for growth and projected retail e-commerce sales worldwide of 6.54 trillion dollars by 2022.
2021 Virtual Topics
Cross Border Sales & International Growth
Brexit looms as we reach the close of the year – the outcomes of future trade deals are yet to be decided, but businesses must still shift in order to trade internationally. From differing payment models to localisation, this practical track showcases what you need to know and actions to take now.
CX & Personalisation Post-COVID
We know that 80% of shoppers are more likely to buy from a brand that offers personalised experiences, but this is still somewhat of an elusive holy grail. Add to the mix the cost to businesses of poor customer service, estimated at £201 billion in the UK alone (Facebook) and it’s clear that companies have to get smarter at learning about shoppers. Tools like AI and on-site personalisation are being used to gain greater insight and create individualised experiences but we must use data and personas to challenge assumptions – after all, we are not our customers.
Supercharged UX & CRO
Laying the foundations for CRO starts with a stellar UX and UI for your customer. The next piece in the puzzle is the data and metrics to gauge your success and the key to tracking and retaining your customer throughout their buying journey. The average customer will visit your site 3.4 times before they're ready to buy – are you properly positioning your brand?
Becoming truly Omnichannel
Love it, hate it, however you phrase it, you’re probably still grappling to nail down a truly seamless multi-channel experience. It’s more important than ever to bridge the physical-digital commerce gap, have a single customer view and break the internal siloes to understand who owns your company’s cross-channel experience. We discuss how to achieve the retail nirvana of a truly omnichannel mindset with no separation and contemplate the future of the physical store – is it really dying or simply being reborn online?
Delivery & Fulfilment
As one of the key areas impacted by COVID, we’ll discuss the big questions; will there be a killer app for delivery and fulfilment? Did COVID mark a shift in peak times and what’s been the knock-on effects on final mile delivery, warehousing and space, packaging and delivery times. The informed consumer demands sustainability and most retailers are seeking ways to minimise their impact on the environment.