Moving Beyond CRM & BI To Improve The Customer Experience

As consumers demand better and more personalized shopping experiences, retailers have an opportunity to drive sales and loyalty by delivering a seamless omnichannel experience. The best strategies and solutions will balance a targeted marketing approach with shoppers’ willingness to share personal information and access promotional messaging. This session will provide insights into the psyche of the new omnichannel consumer and strategies to implement throughout the enterprise.

Personalization is key to delivering memorable shopping experiences. Mobile engagement offers retailers a new way to increase shopper intimacy and differentiate their brand. What if shoppers could receive personalized communications and offers from a nearby store? What if once inside they could access product information and incentives, comparison shop, and contact an associate - all on their mobile device? This session will focus on how retailers can redefine the brick-and-mortar shopping experience with levels of personalization, information access and convenience comparable to that found online and complemented by enhanced levels of customer service and real-time promotion.

Join guest speakers Gregory Hickman, Mobile Marketing Manager at Cabela’s and Julie Ask, Analyst at Forrester Research, Inc. as they discuss the opportunity for retailers and brands to better engage the perpetually connected consumer, delivering the right message to the right person at the right time and place, driving store traffic and enhancing the in-store experience. This session is brought to you by Digby, the leader in location-based marketing technology for retailers and brands.

After implementing RFID, Macy’s has reduced its inventory accuracy deterioration to 3%-5% from 30%. American Apparel has cut the time it take associates to count items on the sales floor to 2 hours from 6 hours. “This is technology that has proven effective in our testing, and we believe now is the right time to roll out RFID aggressively," said Tom Cole, Chief Administrative Officer of Macy's, Inc. In this session, industry experts will discuss the fact that 2013 could be the year of the perfect storm of RFID implementations: technology costs have dropped significantly; and more companies are proving that RFID creates inventory efficiencies, improves loss prevention and saves money.

In today’s digital world, it seems that the connected consumer wields all the power. But retailers hold the power of data — social,
local, mobile, POS, CRM. It all adds up to actionable insight. In this session led by Simon Thompson, Director, Commercial Solutions at Esri, find out how to make sense of it all, by:
· Leveraging your data to shift the balance of power;
· Creating a meaning context for big data;
· Extracting the value of your social, location-based, and mobile data; and
. Implementing a system that adds value to your organization.

We have the data, but do we know how to use it? This is a question on the minds of many retail executives, across business units, as they are inundated with an increasing volume of data from a variety of traditional and new channels. By effectively collecting, analyzing and distributing key customer information to members of the marketing, merchandising and store operations teams, retail companies can find new ways to entice new customers, delight current shoppers and create long-term loyalty. In this session, hear from industry experts who will share tips on how to create priorities and move forward with winning analytics strategies.

According to Gartner, by 2014 social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20% of business uses. Tracking social presence via the number of followers and fans, traffic to web site, social mentions across platforms, share of social conversations and social influence are great ways to measure brand effectiveness – but what comes next? What are leading retailers doing today to mine this platform for actionable insight and truth? And how are they using that insight to meeting their growing business initiatives? Attend this session and learn: 1) Why joining the social media revolution is one of the top 5 ways to avoid losing customers this year; 2) The key data mining techniques and best practices for gaining actionable insight into your customers; and 3) How the right technology platforms can integrate your social media strategy with your overall business goals.

Growing retail sales depends on your ability to create captivating shopping experiences. Join Cisco for this session where you’ll get insights on customer behavior and how to use mobility to transform store operations and increase profits. You’ll hear the latest research from the Cisco Consulting Services’ annual shopper survey about what moves the retail revenue needle and why. Plus Bob Friday, CTO of Cisco’s Wireless Networking Group, will discuss new ways to capture that revenue and deliver a superior customer experience with groundbreaking Wi-Fi and mobile technologies.

The most successful store associates are brand ambassadors poised to win long-term customer loyalty and boost in-store conversions. Armed with mobile devices, store associates and managers can provide shoppers with the information they need to help close the sale. Workforce management should strive to optimize associate-to-shopper interactions in order to provide the best product expertise at the right time. Join Scott Knaul from Workforce Insights in this upcoming webinar that will help retailers empower associates, fuel employee retention and improve store profits.

While the store is still the hub of the majority of retail transactions, a complex web of channels contribute to the short- and long-term success for any retail brand. Savvy and smart retail organizations are embracing the concept of developing and delivering a cohesive cross-channel message and experience. During this session Martin Gill of Forrester Research will highlight some recent research and best-practice examples of retailers who have achieved cross-channel success.

The digital world is changing the way consumers view and participate in the shopping experience. As mobile technology becomes part of their everyday lives, shoppers expect to be able to use their smartphones to research and review products, and complete in-store purchases. To compete today, retailers must refocus their strategies, including adding digital spend to their ad budget, providing store associates with mobile devices and personalizing promotional messages. Join Gary Schwartz of Impact Mobile in this session to learn about how brands including Hot Topic, Estee Lauder and Coca-Cola are increasing conversion by engaging shoppers across channels.

In order to meet the needs of today’s demanding consumers, store associates need to have real-time product information on hand. In fact, 51% of retailers recently surveyed by Retail Systems Research (RSR) say that “Making our employees ‘smarter’ and better informed’ is one of the most important uses of in-store technology in 2011.

Mobile tools, such as tablet PCs, bring the information to the sales floor, so associates no longer need to walk away from their customers to find answers to questions. Additionally, with this data at their fingertips, associates can more effectively promote cross-sells and upsells.

Join Steve Rowen from RSR Research along with Motion Computing in this upcoming webinar for a look at the key drivers of in-store sales enablement using mobile technology.

Male and female, young and old, a fast-growing number of today’s shoppers are tapping into social media to find product information, get deals, read reviews and share opinions on purchases. In order to meet the needs of these social shoppers, retail organization must join the social media fray. But to be successful in the social realm, merchants must carefully plan and execute a strategy that will appeal to their particular target audience. This session will provide top tips and tactics for retailers wanting to get up-to-speed on the latest and greatest social strategies.

Web applications, mobile technology and social networking sites have offered retailers new outlets to drive customer loyalty and engagement. However, the brick-and-mortar store still drives the majority of retail purchases. In order to create a more compelling in-store customer experience, best-in-class merchants are implementing interactive technologies within the fours walls of the store. Digital applications and technologies drive engagement, education and conversion, while delivering on the need for a consistent cross-channel brand experience. This session will offer best practices on how retailers can use virtual sales assistance and other interactive tools and to make the store the star of all cross-channel strategies.

The consumer is now driving the ways retailers respond to current product trends and customer service demands. Retailers need to shift from a product-centric to a customer-centric focus in order to compete with the variety of retail channels available to today’s connected shoppers. This session will focus on best-in-class strategies around using analytics to define customer segments and deliver a more personalized shopping experience.

Retailers have been collecting data within their brick-and-mortar stores for years, but have struggled to turn it into actionable insight. To succeed, retailers need to implement the tools that will help them understand their customers’ in-store experience and integrate that knowledge into their business. In this session, Bob Willett, Former CEO, Best Buy International and Chairman of the Board, Metapack, will share insights into the their strides in changing the in-store experience to engage customers. First merchants must improve the supply chain. Next, they must improve in-store conversion by arming associates with real-time information and understanding high-velocity spots in the store.