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Moving Beyond CRM & BI To Improve The Customer Experience

Kevin Permenter, Aberdeen & Joe Dalton, PivotLink
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.
Jun 12 2012
61 mins
Moving Beyond CRM & BI To Improve The Customer Experience
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  • Understand In-Store Shopper Behavior With Precise Location Analytics Recorded: Oct 22 2014 60 mins
    Patrick Blattner, Chief Product Officer, iInside
    Taking a strategic approach to location performance measurement can reap big rewards by boosting sales and increasing customer satisfaction. Retailers must strive to understand shopper behavior in each department, including when they visit, how long they stay and what they do after visiting specific locations, information vital to defining and quantifying the desired customer experience. This data can help to determine performance at the departmental, brand or end-cap level – affecting customer experience and retail success.
    This presentation will offer insights into the highest value applications of location analytics, including how location analytics measure the effects of marketing, merchandising and store operations on consumer experience and retail performance.
  • Conquer the Fitting Room – Make the Most of Your Most Valuable Real Estate Recorded: Sep 24 2014 60 mins
    Marge Laney, CEO & Brian Laney, VP Marketing, Alert Tech
    In this session, attendees will learn about the truth behind the some of the most valuable square footage in a retail store: the fitting room! This part of the retail store often is overlooked as a revenue generator or customer engagement opportunity. Presenters will share tips and tricks about transforming the fitting room into an engine to increase sales and build customer loyalty. Using a SaaS-based analytics solution, retailers can track store activity and assign data-informed goals to coordinate shopper behavior with fitting room activity. You will be able to take these lessons and apply them to your customer experience to ensure you can define and quantify this process.
  • 5 Steps to Deliver the Fastest Mobile Shopping Experiences this Holiday Season Recorded: Sep 18 2014 49 mins
    Peter Blum, VP of Product Management, Instart Logic
    This holiday season, your customers are going to be shopping via mobile devices across wireless networks. Is your website geared up to deliver an optimal shopping experience?

    Join us for this session where we will discuss 5 steps you can take to ensure the performance of your online store is optimized for all your customers across any device class.
    •Learn why web performance is closely linked with driving higher revenue
    •Beat the performance challenges of latency, last mile bottlenecks, and image load time and deliver your website to every mobile device
    •Dynamically serve the right image size to the right device - fast
    •Increase product image quality and size without reducing performance
    •Dramatically improve page load times and therefore conversions
    •Case studies: How leading online retailers Dollar Shave Club and One Kings Lane have increased both performance and conversions
  • Freedom from IT: How to Give Power Back To Marketing & Merchandising Teams Recorded: Sep 18 2014 58 mins
    Miya Knights, Senior Research Analyst, IDC Retail Insights ; Mike Haze, Director Of Product Management, Mozu
    In today’s competitive business landscape, retailers can't afford any delays when releasing new products to market. With a single, integrated commerce platform in place, marketing and merchandising teams can experience a new agility that enables them to rapidly introduce products or open pop-up stores based on market trends and needs.

    Join Miya Knights from IDC Research and Mike Haze from Mozu as they discuss how to directly empower marketers and merchandisers with streamlined and powerful tools that create smarter, faster go-to-market strategies. With freedom from IT, retailers can now bring brand consistency and unique product experiences to customers.
  • Embrace The Mobile Retail Store Of The Future…Now! Recorded: Sep 17 2014 50 mins
    Gary Schwartz, President, Impact Mobile ; Eileen Kolev, Retail Program Manager, MicroStrategy
    "Do you want to learn how leading retailers such as Whole Foods, The Container Store and Gucci are improving customer service by arming store associates and managers with best-in-class mobile technology? Register for this webinar to find out Retailers know they need to be mobile to meet today’s customer demands. More than half (56%) of retailers say their top business challenge is knowing that “Consumers are using mobile as part of their shopping experience and we need to be there,” according to Retail Systems Research (RSR). This will be vitally important moving into the competitive holiday season.. During the webinar Gary Schwartz, President of Impact Mobile and Chairman of 4more Innovation, will talk about how mobile technology is transforming the store into a “smart location” led by the Internet of Things (IOT): “The IOT allows the retailer to finally build intelligent space around their offering to fulfill their mobile shopper demands.” Central to this next-generation mobile strategy, mobile apps are transforming the way retailers operate and engage with customers. EKN reports that 77% of retailers believe that store operations will have the greatest positive impact from mobility initiatives. Webinar participants will learn about the key benefits of a best-in-class mobile app strategy in time for the holidays, including the ability to: Improve sales, reduce stockouts and improve promotion execution
     Enable real-time product information and assisted selling for shoppers; and
     Improve employee productivity through mobile training, task-driven alerts, and gamification.
    "
  • 10 Ways To Personalize The Holidays Recorded: Sep 17 2014 58 mins
    Zimm Zimmerman, VP of Personalization, Merkle and Arif Damji, Senior Director of Strategy & Development, 500Friends
    What sets you, as a retailer, apart from your competitors? It is the relationship you have with your customers. During this holiday season, it’s not just price that will separate winners from losers. Instead, retailers who can deliver relevant and personalized conversations with their customers — at scale — will realize the true advantage.

    During this webinar we will explore what consumers expect from retailers in regards to personalization and how this affects their holiday shopping patterns. Presenters will provide the steps you can take now to improve personalized communications and how you can use the holiday rush to advance your personalization strategies in the coming year — for real bottom-line results.

    Key Take-Aways include how to:

    » Uncover the expectations of consumers in regards to personalized communications and how this affects their holiday shopping;
    » Explore 10 tips to optimize personalization strategies this holiday season; and
    » Use learnings from the 2014 holiday season to improve personalization strategies into 2015.
  • Omnichannel And IoT: The Perfect RFID Storm Recorded: Sep 16 2014 61 mins
    Richard Mader, Director Emeritus, ARTS; John-Pierre Kamel, Principle, RFID Sherpas
    Even if you have not been waiting patiently to find out when RFID would finally reach market saturation in retail, you might be interested to know that the emergence of the Internet of Things (IoT) combined with the omnichannel imperative may have created the perfect storm of circumstances to propel RFID into mass implementation.

    Find out more during this upcoming webinar “Inventory accuracy is critical to endless aisle and buy online/pick up in-store,” said Richard Mader, Director Emeritus for the Associate of Retail Technology Standards (ARTS). “RFID is the best technology to achieve up to 99.9% inventory accuracy. And having RFID in all products is the foundation to the IoT. If you want to talk to a device, it must be identified.” During this event, Mader will be joined by John-Pierre Kamel from RFID Sherpas to analyze the latest RFID news, trends and insights — and the impact on omnichannel retail.
  • Holiday Retail Readiness: Preparing For Peak Recorded: Sep 16 2014 59 mins
    Lorenz Jakober, Sr. Product Marketing Manager, Akamai & Daniel Shugrue, Director of Product Marketing, Akamai Technologies
    "As much as 41% of sales during Thanksgiving weekend take place online, according to the National Retail Federation (NRF). In fact, online holiday sales generated $78.7 billion in revenue in 2013, and showed yearly increases of 15%.

    For retailers, that means you need to do all you can to ensure your web site is available, high-performing, and able to handle peak capacity However, not all traffic is the kind your business desires. During the 2013 holiday season retailers saw a 5x increase in Black Friday attack traffic compared to the beginning of November, and malicious traffic is only expected to increase in the coming retail season.

    To learn how to overcome the challenges of the upcoming holiday season, sign up for this webinar today!

    During this event, attendees will receive the following strategic insights, tips and tactics:
    • Best practices for scaling to meet peak demand;
    • How to tackle the complexities of delivering high-quality user experiences across different networks; and
    • Strategies that offer scalable protection without compromising performance.
  • Holiday Hysteria: Plan For Perfection But Prepare For Pandemonium Recorded: Sep 15 2014 60 mins
    Jim Davidson, Director of Research, Bronto Software
    For many retailers, the holiday season actually begins in September. Are you ready? Now don’t panic. Actually, it may be time to panic just a little.

    With fewer days between Thanksgiving and Christmas, you need to start planning early in order to finish strong for the year.

    Let Retail TouchPoint’s six-part Holiday Connected Consumer Series lead the way to a happy holiday.

    Jim Davidson, Director of Research at Bronto Software, kicks off the series with an in-depth analysis of seasonal trends and hour-by-hour data from the 2013 holiday season designed to help you perfect your holiday plan and react with confidence when last-minute, make-or-break situations arise.

    This first webinar will address some of the most critical holiday planning questions, such as:
    • Should I start my Black Friday sales early?
    • How many messages can I send on Black Friday and Cyber Monday?
    • What do I do when mistakes happen?
    • How can I boost an underperforming campaign?
    • What trends should I expect during the 2014 Holiday Season?
    "
Retail focused webcasts.
Retail focused webcasts covering various topics including Store Operations, Social Media, Mobile, and Cross-Channel.

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  • Title: Moving Beyond CRM & BI To Improve The Customer Experience
  • Live at: Jun 12 2012 5:00 pm
  • Presented by: Kevin Permenter, Aberdeen & Joe Dalton, PivotLink
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