David Pisker National Customer Experience & ecommerce Manager. Sean McKee Head of Ecommerce & Customer Services

Transcription

1 Omni Channel Retail Summit Creating a seamless customer experience 15th & 16th February 2017, L Aqua Sydney Key Speakers Attend and learn how to: Elissa Margolis SVP & General Manager THE DISNEY STORE, USA Charles Weiser Head of Customer Experience CX Innovation Lab OPTUS David Pisker National Customer Experience & ecommerce Manager OFFICEWORKS Sean McKee Head of Ecommerce & Customer Services SCHUH, UK Understand changing customer expectations Create a customer centric digital strategy Evolve your culture for an omni channel environment Undergo a successful change management strategy Manage the added logistical complexities Retail evolution for a competitive advantage David Rohrsheim General Manager UBER ANZ Endorsed by Stuart Freer General Manager, Digital IT, Data & Experience COLES Pre Conference Workshops Customer centric digital strategy Working Dinner Dinner with Brian Walker Spaces are limited, book early to avoid missing out! > see inside for more phone fax registration@criterionconferences.com

2 Practical steps to transition towards an omni channel retailer An evolution is happening in retail. Customer demands and expectations are changing the game. The modern day retailer must truly understand their customer, and be ready to provide a seamless customer experience across all channels. Culture, technology and process are all pivotal. For bricks and mortar retailers who are expanding their ecommerce offerings, the omni channel journey is long and evolving. Getting the right change management strategy in place will be pivotal for future success. Welcome to the Omni Channel Retail Summit. Bringing together a selection of leading retailers, this is a fantastic networking opportunity to get all of your core questions answered. Enhance your conference experience with: International and domestic leading speakers: hear best of breed case studies Speed networking session: get ready to meet new people, make connections & build your network Interactive roundtable discussions to get all of your pressing questions answered Networking drinks to continue those valuable introductions and discussions Who will be attending? Heads of, Directors, General Managers & Senior Managers responsible for; SAVE $800 when you register & pay by 18th November 2016* Plus key contributions from: Chief Executive Officer Airtasker General Manager Digital The Co-Op Former Chief Information Officer Dick Smith Director Strategy & Digital JB Hi-Fi Managing Director Menulog Head of ecommerce & Digital Mon Purse General Manager MultiChannel & Business Services PETstock Head of Trade & Digital Super Cheap Auto State Manager Consumer Connect Now Westpac Group Digital Omni channel Multi channel Online E-commerce Operations Logistics Supply chain Head of Supply Chain Systems Woolworths Sponsorship opportunities We work closely with corporate partners to create unique and innovative tailored sponsorship packages that best meet your specific sales marketing objectives. Contact Paul Sargent on to discuss sponsorship opportunities. To register phone fax registration@criterionconferences.com

3 Day 1 Wednesday 15th February :00 Registration, coffee & networking 8:30 Welcome remarks from the Chair Dominique Lamb Chief Executive Officer National Retail Association Customer centric evolution PANEL DISCUSSION 8:40 Customer centric service sector Revolutionising a traditional industry Rethinking traditional business model Customer centric approach Alistair Venn, Managing Director, Menulog David Rohrsheim, General Manager, Uber ANZ Tim Fung, Chief Executive Officer, Airtasker 9:20 The importance of ecommerce & bricks & mortar harmonising Putting the user at the heart of your business Journey from a pure online player to omni channel Looking to the future of retail James Hoskins Head of ecommerce & Digital Mon Purse Enhancing the customer experience 10:00 Customer centricity in a digital world Creating a seamless interaction between your customer and brand Delivering interconnectivity between every touch point Lesson learnt from our omni channel journey Sean McKee Head of Ecommerce & Customer Services Schuh, UK SPEED NETWORKING 10:40 Meet valuable contacts, set up future conversations, exchange business cards with fellow delegates in a fun and interactive format 12:10 A digital strategy that puts the customer first A retail evolution and the future of shopping Using technology to reconnect with customers Understanding the importance of innovation Stuart Freer General Manager, Digital IT, Data & Experience Coles 12:50 Networking lunch in the exhibition hall ROUNDTABLE DISCUSSIONS 1:50 Omni channel strategy Digital transformation Single customer view Click & collect solutions Logistical improvement Retail technology advancement 2:50 Afternoon tea in the exhibition hall Cultural Change 3:20 Getting your people bought into the omni channel journey Communication and engagement strategies Selling the benefits Creating internal champions to drive change Angus McDonald Head of Trade & Digital Supercheap Auto PANEL DISCUSSION 4:00 How to overcome the cultural challenges of operating in a omni channel environment Educating staff on how it will impact them Ensuring you have their buy in Creating internal champions Sean McKee, Head of Ecommerce & Customer Services, Schuh, UK Charles Weiser, Head of Customer Experience, CX Innovation Lab, Optus Steffen Daleng, General Manager Digital, The Co-op 11:00 Morning tea in the exhibition hall 11:30 How to truly understand what your customer wants Consistently evolving the customer experience Building an experience which is seamless and effortless Using predictive analytics to drive change Charles Weiser Head of Customer Experience, CX Innovation Lab Optus Find us at: 4:40 Closing remarks from the Chair & close of day one 4:45 Networking drinks 6:30 Working Dinner commences: with Brian Walker #omniretail17

4 Day 2 Thursday 16th February 2017 SAVE $600 when you register & pay by 16th December 2016* 8:30 Welcome, coffee & networking 9:00 Opening remarks from the Chair Dominique Lamb Chief Executive Officer National Retail Association 9:10 Creating a truly world class customer experience Case study of Disney s omni channel journey Providing leading customer service at all touch points Revolutionising engagement practices with the customer Elissa Margolis SVP & General Manager The Disney Store Change management 9:50 Preparing your business for the omni channel journey Evaluating current processes and capabilities Understanding your staff and selling the transition Creating a long term digital strategy James Saretta Director Strategy & Digital JB Hi-Fi 10:30 Creating a successful every channel business through customer experience design The Officeworks every channel journey Designing for our customers Bringing it to life with a case study David Pisker National Customer Experience & ecommerce Manager Officeworks 11:10 Morning tea in the exhibition hall 11:40 Lessons learnt from Dick Smith s omni channel journey Addressing previous failings What to do and what not to do People and process before technology Paul Keen Chief Technology Officer, Airtasker & Former Chief Information Officer, Dick Smith 12:20 Journey to create a true omni channel banking experience Servicing customer s holistic needs Putting your people as the heart of digital transformation The Consumer Connect case study David McQueen State Manager, Consumer Connect Now Westpac Group 1:00 Networking lunch in the exhibition hall Advancement in technology 2:00 Woolworths technology transformation to drive efficiency Flexibility and convenience for the next generation of customers Implementing technological advancement throughout the supply cycle Creating a more nimble and efficient network Luke Wood Head of Supply Chain Systems Woolworths 2:40 Journey to create a single viewpoint of the customer Embracing all physical and online touch points Using technology to understand customer patterns Creating a more nimble and agile organisation Steffen Daleng General Manager Digital The Co-op Ensuring operational improvement 3:20 Afternoon tea in the exhibition hall 3:50 Steps to manage the increasingly complex logistical challenges Improved planning across the business The role of technology Identifying areas for rapid efficiency improvements Andrew Gibbs General Manager Multichannel & Business Services PETstock SPOTLIGHT 4:30 The pursuit of becoming omni channel is a huge logistical challenge. This interactive session will allow delegates to brainstorm on how they will overcome the core roadblocks. 5:00 Final remarks from the Chair & close of conference blog.criterionconferences.com For more details please visit:

5 Workshops Interactive sessions to help enhance your omni channel strategy Customer Centric Digital Strategy Pre Conference Workshop A Tuesday 14th February 2017, 3.00pm 6.00pm Price: $399 + GST Your workshop leader: Dinner with Brian Walker Wednesday 15th February 2017, 6.30pm 8.30pm Price: $299 + GST Your workshop leader: Steffen Daleng General Manager Digital The Co-op Brian Walker CEO & Founder of RDG & RDG Insights Retail Doctor Group Digital disruption is a very real challenge for The Co-op. As the number of online resources increased, The Co-op had to look at its existing business model and identify a strategy to ensure they remained competitive. Embracing change was the only answer and with Steffens help, they began their digital transformation. The host for this workshop is Steffan Daleng, General Manager Digital at the The Co-op. Steffan was brought into the business to lead this change and has found great success in undertaking a customer first omni channel shift. The workshop will deliver practical advice for other retailers looking to undertake their own digital journey. The workshop will discuss how to: Assess your current business model Ensure leadership and staff buy in for change Create a successful digital transformation Train and upskill to create a client focused culture Discover greater effi ciencies and cost savings *Refreshments will be provided Brian Walker has spent his career understanding what makes retailers and brands successful. Using over 20 years of experience within the retail sector, and drawing on experiences from around the world, Brian Walker leaves audiences inspired and excited as he discusses embracing change, the future of omni channel and draws on proprietary consumer and trend based insights to predict the retail of tomorrow, today. This interactive dinner will be a fantastic opportunity to hear some global insights on what works and doesn t, when undertaking your omni channel journey. Discuss your business, challenges and aspirations for the next six to twelve months, and Brian can offer practical tips to take home to your company. The workshop will discuss: Global trends in retail What does omni channel really mean How to start your omni journey Tips and tricks for a successful change management strategy *Refreshments & dinner provided To register, call us on or book online

6 Registration Form Its easier to book and pay online. Visit TEAM DISCOUNTS AVAILABLE! CC*WEB Delegate Details Please complete. (Please photocopy for additional delegates) DELEGATE ONE Title: Surname: Job Title: Department/Branch: Organisation: Postal Address: Telephone: Event Prices Tick relevant box Standard Rates 2 Day Conference 2 Day Conference & Working Dinner First Name: Book & pay by 18 November 2016* $999 + GST = $ $ GST = $ Mobile Book & pay by 16 December 2016* $ GST = $ $ GST = $ Book & pay by 20 January 2017* $ GST = $ $ GST = $ SAVE $800 SAVE $600 SAVE $400 Upgrade your package with our Pre Conference Workshop Pre Conference Workshop A $399 + GST = $ BONUS: Pay with credit card today & receive $55 off Calculate your ticket price -$55 (inc GST) $ Standard price AFTER 20 January 2017* $ GST = $ $ GST = $ Audio Presentation Please send me set(s) $999 + GST = $ Commercial Solution Providers $ GST = $ How To Pay Number of delegates: Total amount $ Credit card: Call us on to register and pay with your Visa Mastercard American Express Card No.: Expiry: Cardholder s name: Signature: Please invoice me Bank transfer details will be provided with your invoice. Ref: 5078 Purchase Order No: Omni Channel Retail Summit 15th & 16th February 2017 Sydney How To Register Online: Phone: From outside Aust registration@criterionconferences.com Fax: From outside Aust Mail: Criterion Conferences Pty Ltd PO Box R1478 Royal Exchange, NSW 1225 Venue L Aqua The Roof Terrace, Cockle Bay Wharf Sydney NSW 2000 Ph: Team Discounts Accommodation Groups of 3 save 5% Groups of 4 save 15% Groups of 5-7 save 25% Groups of 8+ save 30% Please note group bookings must be made at the same time and are valid off the current price. Terms & Conditions Please call PARKROYAL Darling Harbour on and quote to receive your discounted accommodation rate! Subject to availability Registration fee includes lunch and refreshments. Please contact us for any special dietary requirements. Full payment must be received prior to the conference to ensure admission. Delegates may not share a pass between multiple attendees. Workshop attendees must also register for the conference. *Early bird prices subject to availability. Cancellations: No cancellations will be refunded, however a substitute delegate is welcome at no extra charge. A credit voucher will be issued for cancellations received in writing more than two weeks before the event date and valid for 12 months. For an event cancelled by Criterion Conferences registration fees are fully refundable. Privacy Policy: Information collected on this registration will be added to our secure database. This information may be used for the purpose of contacting you regarding ongoing research, product development and services offered. If you do not wish to be contacted for these purposes, please tick here. We may also share this information with other professional organisations (including our event sponsors) to promote relevant services. Please tick here if you do not want your details to be passed on. For our full privacy policy please visit Changes to Conference and Agenda: Criterion conferences reserves the right to alter the programme without notice and is not responsible for any loss or damage or costs incurred as a result of substitution, alteration, postponement or cancellation of any event. Criterion Conferences ABN: aqua.4128