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Track 5: E-Commerce - Customer Journey, Wednesday 19 April 2017

08:00

Morning networking

Mr Martin Newman
09:10

Creating a Seamless Customer Experience in a digitally driven multichannel world

  • How to put the customer first in a multichannel world
  • Data opportunities that can drive acquisition, conversation and retention
  • From discovery and acquisition to the check out and beyond
  • Transforming the checkout process with innovative payment methods
  • Moving from transaction to customer engagement
  • How will the customer journey evolve in the coming 24-36 months?
Ms Sandhya Devanathan
09:40

Think Small – Winning in a Mobile-First World

•    Assessing the challenges & opportunities of the fragmented shopper journey
•    How has mobile-fueled discovery changed consumers’ expectations of brand interactions?
•    Delivering immersive, expressive, and immediate experiences to customers through mobile 
•    Putting payments at the very heart of immersive mobile customer customer journeys
•    How to create seamless, personalised cross-device experiences
10:10

Asian innovation showcase

Highlighting the top startups from 6 seamless commerce categories:
Payments - Marketplaces - Analytics - Marketing - Logistics - In-Store Technology
10:40

Speed networking

11:10

Networking break

Track 5: E-Commerce - Customer Journey
11:40

Track chair's remarks

Track 5: E-Commerce - Customer Journey

Content & Discovery

Ms Karen Chan
Track 5: E-Commerce - Customer Journey
11:45

Transforming search and navigation to redefine consumer product discovery

•    Accurate, contextual, visible: a guide to best practice search design
•    Harnessing Google Trends to optimise search listings
•    The power of visual content: enhancing customer experience through multimedia
•    How does a multi-channel e-commerce strategy impact your search and navigation implementation?
Julien Chalte
Track 5: E-Commerce - Customer Journey
12:05

Curated and integrated content as a customer journey driver

•    From commodity to lifestyle choice: why content is essential when building value into your products or services
•    The power of storytelling: how to weave a narrative into the customer journey through content
•    How to get the most value from your customer product reviews
•    A guide to mixing professional and user generated content on your site
•    Assessing the power of video as part of a multi-stranded content approach
Panel discussion
Track 5: E-Commerce - Customer Journey
12:25

The rise of me-commerce: why personalisation holds the keys to deeper engagement and higher returns

•    The power of sign-ups: creative ways to encourage customer account creation
•    Contextual data and the power of real-time site personalisation
•    Beyond offers: the power of nurturing customers through a multi-channel funnel
•    The future of customer support in a real-time commerce environment
12:55

Lunch break

Digital Marketing

Alexandra Mysoor
Track 5: E-Commerce - Customer Journey
14:20

How online companies can market to offline consumers

Track 5: E-Commerce - Customer Journey

The future of retargeting: personal, appropriate, & purposeful

  • From retargeting to pre-targeting through predictive analytics
  • Assessing the best content strategies to reengage customers based on channel
  • Mission possible: The real promise of offline retargeting through contextual technology
Panel discussion
Track 5: E-Commerce - Customer Journey
15:00

From exposure to retention: future digital marketing strategies through the conversion funnel

This panel will bring together senior digital marketers from leading e-commerce businesses around Asia to look at the impact of new digital marketing technologies and strategies at each part of the funnel:
•    Exposure
•    Discovery
•    Consideration
•    Conversion
•    Fulfilment & service
•    Retention
15:30

Networking break

Mr Paul Stoddart
16:00

Instant payments goes global

• Going digital is about survival for banks
• Instant Payments provides the platform for innovation for banks and fintechs
• Transforming the core culture to truly deliver on transformation strategy
• Putting the bank brand back at the heart of payments
Venture Relations Sterling Hawkins
16:30

An investors view of the future of commerce innovation

•    How well are technology trends keeping up with consumer trends?
•    Assessing the state of today’s retail industry
•    How can technology solve some of retail’s fundamental challenges?
•    Where is the smart money going: a look at investment from payments to retail technology
17:00

Evening Drinks Reception

last published: 30/Mar/17 07:36

 

 

 

Track 5: E-Commerce - Customer Journey, Thursday 20 April 2017

Morning networking

09:00

Chair's introduction

Hanno Stegmann
Track 5: E-Commerce - Customer Journey
09:10

Consolidating the Asian commerce market

•    Assessing the reasons for the failure of global retail and e-commerce businesses to establish a sustainable regional presence
•    The impact of growth dominated mindsets at the expense of profitability
•    Cross border consolidation as barriers to regional entry fall
•    How will short term consolidation impact long term growth opportunities?
Danit Peleg
Track 5: E-Commerce - Customer Journey

The promise of 3D printing in retail

•    How will 3D printing transform how customers access the brands they love
•    A close look at 3D printing clothing and apparel
•    What are the clear implications of 3D printing in the retail industry?
Panel discussion
Track 5: E-Commerce - Customer Journey
10:10

What are the roadblocks to fostering increased foreign direct investment?

•    Assessing the failure of early forays by foreign brands into Asian markets
•    Exploring the benefit of foreign direct investment over licensing approaches
•    The value of a “culture-centric” approach to foreign expansion
•    How omnichannel can hold the key to foreign brand success abroad

Morning break

Track 5: E-Commerce - Customer Journey

E-Commerce Roundtables

Track 5: E-Commerce - Customer Journey

A guide to overcoming key language and accessibility issues when accessing new markets

Track 5: E-Commerce - Customer Journey

A guide to transforming customer engagement and conversion through predictive analytics

Track 5: E-Commerce - Customer Journey

Assessing the back-end system requirements to enable total customer-centric integration

Track 5: E-Commerce - Customer Journey

Assessing the requirements for cross-border mobile e-commerce

Track 5: E-Commerce - Customer Journey

Building collaboration between mobile banking, payments and shopping apps generate value to consumers

Track 5: E-Commerce - Customer Journey

Educating the market: why cross-border commerce is not as complex or costly as consumers think

Track 5: E-Commerce - Customer Journey

How can lessons learned in traditional e-commerce transform the big-ticket sales market?

Track 5: E-Commerce - Customer Journey

How to effectively manage returns in a cross-border context

Track 5: E-Commerce - Customer Journey

Just-in-time commerce: how predictive analytics is changing what it means to be a consumer

Track 5: E-Commerce - Customer Journey

Planning your customer experience from a mobile first perspective

Track 5: E-Commerce - Customer Journey
12:05

Track chair's remarks

Track 5: E-Commerce - Customer Journey

UI & UX Design

Track 5: E-Commerce - Customer Journey

Substantiating the economic return of great user experience design

•    Key considerations when laying out your UX goals
•    From purchase rate to average order value: what are the key metrics and KPIs for measuring the impact of UX against goals
•    Assessing the impact of UX design on development inefficiency
•    Satisfaction to loyalty: proven examples of UX ROI gains
•    Personas and the key to providing personalised experiences to customers
Mr Anish Tripathi
Track 5: E-Commerce - Customer Journey

Taking a design thinking approach to e-commerce product development strategy

•    Tying a creative design approach to traditionally analytical product development processes
•    Beyond agile development: how design thinking adds practical value to existing methodologies
•    The value of putting desirability (human), feasibility (technical) and viability (businesses) at the heart of product development
•    How to implement design management activities within existing product management processes
Panel discussion
Track 5: E-Commerce - Customer Journey

The future of AI-curated online shopping experiences

•    How will AI personal assistants lead a revolution in the way we shop online
•    Revolutionising search and discovery in an AI curaited shopping environment
•    Why AI could hold the ultimate key to securing customer loyalty through deep personalised experiences
•    Optimisation and recommendation: the value to the merchant in employing AI technology

Lunch break

Track 5: E-Commerce - Customer Journey

Checkout

Fabian Lua
Track 5: E-Commerce - Customer Journey

Building effective rating systems

  • How to construct a rating system that is easy to use for customers
  • How ratings work in eCommerce marketplaces
  • Examining different rating options and evaluating which are the most effective for mature platforms
  • Why 5-star rating systems are used most often, and how to best display ratings
Mr Philipp Kristian Diekhöner
Track 5: E-Commerce - Customer Journey

Designing for the thumb – the value of mobile optimised checkout

•    Basket abandonment as a metric for assessing the efficiency of your checkout process
•    The value of social login on the mobile device
•    How are next generation payment options allowing simpler checkout forms?
•    Checkout as guest: should you allow it?
Mr Henry Christian
Track 5: E-Commerce - Customer Journey

What role can subscription services play for mainstream retailers?

  • How successful have subscription services been in Asia?
  • How reliable are subscription services in generating consistent revenue?
  • Are there any mainstream retailers who are providing a good subscription service?
  • Should mainstream retailers provide subscription boxes, or focus on pushing out loyalty programme?

Afternoon Networking

Track 5: E-Commerce - Customer Journey

Loyalty & Retention

Ms Jiawen Ngeow
Track 5: E-Commerce - Customer Journey
16:00

Retaining the loyalty of eCommerce customers

  • Why curation is the key to obtaining customer loyalty
  • What the science of curation actually means, and how to use it
  • Why loyalty, even in eCommerce, is as much about offline as online
Track 5: E-Commerce - Customer Journey
16:20

The role of conversational commerce in building lasting loyalty

•    Harnessing social platforms in order to create “shop assistant” experiences through messaging
•    How effective have early forays into chatbots been in providing improved customer experience and care?
•    Why a single customer view is as essential as ever as we enter the world of conversational commerce 
•    Building personal relationships with the brands you love – a huge opportunity for a loyalty revolution
 
Lars Voedisch
Track 5: E-Commerce - Customer Journey
16:40

The role of conversational commerce in building lasting loyalty

  • Harnessing social platforms in order to create “shop assistant” experiences through messaging
  • How effective have early forays into chatbots been in providing improved customer experience and care?
  • Why a single customer view is as essential as ever as we enter the world of conversational commerce
  • Building personal relationships with the brands you love – a huge opportunity for a loyalty revolution
17:10

End of conference networking

last published: 30/Mar/17 07:37

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