From Bricks to Clicks in Retail: How to engage with customers in new ways

Presented by

Alison Hutchinson, Pennies | Michael Broughton, Furniture Village | Michael Green, Salesforce

About this talk

2020 massively disrupted the retail industry and the effects are still being felt, despite retailers cautiously re-opening physical stores. Many businesses who relied on in-person experiences, were forced to accelerate years of digital innovation into months to cope with the massive surge in online revenue growth - as high 200% YoY. We watched customers experiment with new channels, order from social platforms and engage in new ways. Whilst today’s customer may be digital-first, there are still a number of advantages to in-store shopping that have yet to be duplicated in the digital space, the future is sure to be an omni-channel one. Join us as we speak with Michael Broughton, Business Development and IT Director at Furniture Village and Alison Hutchinson CBE, CEO at Pennies on how the pandemic has accelerated the way they interact online. In this session you'll learn how to: - Use your e-commerce business as a platform for change and drive real impact in the Nonprofit world - Recreate your in-store experiences, online at speed - Bridge the gap between all touch-points to provide seamless customer service everywhere
Related topics:

More from this channel

Upcoming talks (0)
On-demand talks (146)
Subscribers (17596)
Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect to their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. Salesforce will power more than 2 trillion B2B and B2C transactions this year for more than 150,000 companies and millions of Trailblazers--the individuals and their organizations who are using Salesforce to drive innovation, grow their careers and transform their businesses. Salesforce is committed to a set of core values--trust, growth, innovation, and equality of every human being. The company is ranked #1 on Fortune’s World's Best Workplaces list, and Forbes has ranked the company one of the world's most innovative companies for eight years in a row. For information, please visit