OMNICHANNEL MASTERCLASS

Omnichannel means “being there” on the channels your customers want, reacting to their behavior in the moment and creating loyalty through personalization.

In this session, SAP Emarsys’ Global Head of Product Marketing, Kelsey Jones will be joined by Anthony Sciortino, VP Engineering North America / Platform Cloud to discuss how the SAP Emarsys Customer Engagement Platform:

• Unlocks time to value by onboarding your data easily and executing campaigns fast
• Uses AI to power personalization
• Demonstrates the revenue impact of marketing efforts
• Is undergoing continuous improvement to meet the demanding needs of marketers in 2023 and beyond

Despite the current global economic downturn, consumer research reveals that brand loyalty has increased, but the question is–why?
In this session, we’ll discuss the latest trends when it comes to loyalty and reveal the best omnichannel marketing use cases that deepen customer relationships, improve retention, and drive business growth faster than ever before.

Several top brands will share how they perfected the art of customer loyalty by:

• Personalizing with data-driven content
• Tailoring content and campaigns by lifecycle stage
• Using smart automation to unlock always-on loyalty and retention

Brandsdal, a leading Norwegian beauty and cosmetics e-commerce brand, found themselves toe-to-toe with a common e-commerce marketing challenge. How do you perfect the art of creating a highly personalized customer experience that goes beyond merely recommending products based off recent web browsing behavior?

Enter Movable Ink. By using Movable Ink for Email + Stories, Brandsdal built a ‘super waterfall’ campaign that drove 147 Conversions with an AOV of $60, resulting in $8k in revenue.

Tune in to hear Brandsdal’s Lee Jones-Abrahamsen and Amalie Nilsen alongside Movable Ink’s Client Experience Manager, Maria Ferreira discuss how Brandsdal created a highly personalized experience by displaying relevant content to all their customer segments.

Discover how Spoonflower, custom fabric and wallpaper brand, leverages SMS to boost customer spending. Tune in to hear Spoonflower’s Director of Email Marketing, Suz Pozzo, as she shares her experience working with Attentive Concierge during a busy holiday season. She’s joined by Attentive’s Yahirí Rodriguez and Jess Wells to chat about:

• Creating 1:1 connections with customers through SMS
• Turning first-time visitors into loyal customers
• Utilizing conversational commerce to increase average order value

As Switzerland’s largest sporting goods retailer, Ochsner Sports has felt the pressure in recent years to up their personalization game. They achieved this by doing two important things – building a cross-functional personalization program and using data-driven insights to unlock true customer centricity. In this lively session, Ochsner Sport’s Team Lead for Online Shop Management, Jan Cahlik is joined by Dynamic Yield’s Director of Product Marketing, Emma Furlong to discuss:

• How Ochsner Sport is finding innovative ways to bridge the gap between traditional marketing and e-commerce
• The mindset change they have driven internally to enable cross-functional collaboration
• Three actionable insights from their personalization program that yielded the most impact

According to IDG, 53% of CIOs expect to increase their involvement in CX in the future. Given the critical role that tech plays in digital marketing, it’s no surprise that forward-thinking businesses are looking for ways to blend the Art of marketing with the Science of IT to drive CX innovation.
In this session, Retail Touchpoint’s VP of content, Alicia Esposito will moderate a panel of digital leaders from global brands to discuss a range of topics, including how to:

• Bring your customer centric vision to life
• Become a strategic partner that drives efficiency
• Use actionable data to unlock revenue-driving personalization initiatives
• Build a CX-optimized tech stack

The cost of acquisition vs retention is a conversation that’s become particularly relevant in the face of tightening marketing budgets and smaller teams. Savvy marketers are turning increasingly to advocacy data as a way of both lowering acquisition costs through referral programs and a means of identifying and rewarding VIP customers. In this session, Mention Me’s Director of Strategic Partnerships, Kat Wray, joins BrandAlley’s Head of Marketing, Michelle Hurney to discuss:

• How advocacy data and Extended Customer Revenue are changing the way brands view VIP customers
• Setting up specific referral campaigns
• Using advocacy data in paid search and social efforts

The way customers engage with brands is changing fast. The days of call centre hold music and raising customer service help tickets are being replaced by instant communication via social channels and messenger apps.

In this fast-paced, always-on digital world, brands continue to look for more “out-of-the-box” solutions to get closer to their customers, build trust and interact on a personal level.

In this session, Sinch’s VP of International Marketing, Anna Jäger, and Senior Account Manager, Susan Stjernberger uncover 5 key trends shaping retail communication. Hear how global brands Zadig & Voltaire, Cdiscount and Intermarché:

• Interact with their customers and increase conversion rates by leveraging the power of messaging solutions
• Use immersive and interactive brand experiences to increase customer engagement
• Blend digital channels with in-store experiences to create seamless customer experiences

In this session, SAP’s Head of Global Product Marketing and Solutions, Chris O’Hara, will share how to effectively put customers at the heart of your data strategy and facilitate experiences that drive lifetime value. You’ll see how an enterprise-wide customer data foundation bridges organizational silos, enables real-time customer insights where decisions are made, and fuels personalized experiences that show that you truly know your customer.