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

08:00

Morning networking

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?
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
Panel discussion
10:10

Retail reimagined: the tools and trends shaping the future of commerce

Less than 5% of global consumer spending happens online today, and yet the impact of internet commerce is already reverberating across the retail industry. As consumer behaviour evolves and mobile continues its meteoric rise, retailers don’t merely have to keep apace, they have to predict the future.

Global commerce platform, Stripe, joins Capitaland and Honestbee to discuss the technology tools that are enabling new commerce experiences and helping brick-and-mortar stores to reinvent themselves for the mobile era.
10:40

Speed networking

11:10

Networking break

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

Track chair's remarks

Content & Discovery

Marcos Ferrer
Track 5: E-Commerce - Customer Journey
11:45

Solving the problem of discovery in eCommerce

  • Why there’s no loyalty in eCommerce
  • Why visual platforms like Instagram and Pinterest don’t necessarily work in an eTailer’s favour
  • How to reach customers who actually value your proposition
Janice Chan
Track 5: E-Commerce - Customer Journey
12:05

Targeting ads to new customers: What eCommerce professionals need to know

  • What remains the biggest challenge in actually getting yourself discovered online? On what basis do you gauge customer interest?
  • What are the biggest difficulties of obtaining data contained in walled gardens, and how do you get around this?
  • In what instances is it useful for eTailers to create content portals to attract new customers?
  • How do eTailers collect information on new users? What, aside from cookies, do they use?
  • Other than information collected through online forms, what can eTailers do to collect the right information?
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
Anish Tripathi, Assistant Vice President of Product Design, BookMyShow
12:55

Lunch break

Digital Marketing

Scott Gabrielson
Track 5: E-Commerce - Customer Journey
14:20

How online companies can market to offline consumers

  • How difficult is it to market luxury brands online/replicate the luxury experience?
  • How big of a barrier is sensory deprivation online?
  • What can you do to allow consumers to experience your product before buying it?
  • What’s the value in a pure-play eTailer going offline?
Keyis Ng
Track 5: E-Commerce - Customer Journey
14:40

Marketing overseas: How to launch a foreign product in new markets online - the bootstrap way

  • How a single eCommerce site can made appealing across markets
  • How to understand regional variations in customer taste
  • What Cafebond.com learned from its overseas launches
Panel discussion
Track 5: E-Commerce - Customer Journey
15:00

The Future of E-Commerce: How Asia's Best Retailers Will Combine Clicks and Bricks

  • Online-to-offline commerce strategies to drive growth
  • Personalisation to increase brand loyalty
  • Cross-device targeting to reach users on multiple touchpoints
15:30

Networking break

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
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: 19/Apr/17 02:27

 

 

 

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

Morning networking

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
09:40

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

E-Commerce Roundtables

Track 5: E-Commerce - Customer Journey
11:20

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

Track 5: E-Commerce - Customer Journey
11:20

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

Track 5: E-Commerce - Customer Journey
11:20

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

Track 5: E-Commerce - Customer Journey
11:20

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

Track 5: E-Commerce - Customer Journey
11:20

How to get a single customer view across all channels.

Track 5: E-Commerce - Customer Journey
11:20

Loyalty in eCommerce: What do you have to do to keep customers choosing you over your competitors?

Track 5: E-Commerce - Customer Journey
11:20

Maintaining a financially sustainable loyalty programme.

Track 5: E-Commerce - Customer Journey
11:20

Planning your customer experience from a mobile first perspective

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

Track chair's remarks

UI & UX Design

Abhijit Chandrasekaran
Track 5: E-Commerce - Customer Journey
12:10

Crossing the trust barrier: How to design an eCommerce site so that users trust you

  • What Upraise.in does, and why they face a higher burden from regulation and from users who aren’t used to buying financial products online
  • Why the standard eCommerce purchase cycle doesn’t apply, and how Upraise.in gets around this restraint
  • How content on the Upraise.in website increases credibility
  • How interactivity of the Upraise.in allows users to engage with them
  • How linking the Upraise.in website to financial portals relevant to their customers leads to increased usage
Track 5: E-Commerce - Customer Journey
12:30

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
12:50

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 curated 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
13:20

Lunch break

Checkout

Fabian Lua
Track 5: E-Commerce - Customer Journey
14:30

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
Philipp Kristian Diekhöner
Track 5: E-Commerce - Customer Journey
14:50

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?
Henry Christian
Track 5: E-Commerce - Customer Journey
15:10

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?
15:40

Afternoon Networking

Loyalty & Retention

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
Alexia Sichere
Track 5: E-Commerce - Customer Journey
16:20

Engaging millennials: an experiences-first approach to loyalty programme planning

  • Why engaging experiences, online and offline, are more valuable to millennials than simple financial rewards
  • Designing the ideal loyalty programme to engage a millennial audience: Why it’s a long-term play
  • Leveraging on data mining to build more valuable customers
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: 19/Apr/17 02:27

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