eRetail CX & Loyalty Stage

Day 2, April 16

09:00 -10:40

Block 1: Real-Time Personalization and Dynamic Customer Experiences

09:00 - 09:30

09:30 - 09:50

 Balancing Context and History for Adaptive Personalization

• Leveraging AI-powered insights to combine historical preferences with real-time data.
• Creating seamless customer experiences across channels by integrating predictive analytics with personalization tools.
• Exploring strategies for achieving effective personalization without compromising privacy.

09:50 - 10:10

Measuring the Impact of Real-Time Personalization

• Analyzing engagement metrics to assess immediate effectiveness of real-time personalization efforts.
• Exploring tools and methodologies for tracking ROI from personalized interactions.
• Highlighting specific use cases where real-time personalization drove measurable revenue growth.

10:10 - 10:40

Strategic ROI: Building the Case for Real-Time Personalization Investments

• Exploring business strategies to justify investments in real-time personalization tools.
• Understanding how real-time personalization drives customer retention and long-term revenue growth.
• Aligning cross-functional teams to accelerate the implementation and scaling of personalization strategies.

 10:40 - 11:00

Coffee Break

 11:00 - 13:00

Block 2: Personalized Engagement in a Data-Driven Landscape

11:00 - 11:30

Personalization in a Data-Driven World: Challenges and Opportunities

• Ensuring ethical data use to balance personalization benefits with privacy concerns.
• Building contextual profiles to adapt recommendations based on life events and preferences.
• Creating unified customer profiles to deliver consistent cross-channel experiences.

11:30 - 11:50

 Enhancing Engagement Through Contextual Personalization

• Leveraging contextual data to create highly relevant, adaptive customer experiences.
• Exploring dynamic engagement strategies driven by real-time insights into customer preferences and behavior.
• Scaling personalized interactions across channels to optimize engagement and conversion.

11:50 - 12:10

 Breaking Down Data Silos: Building a Unified View of the Customer

• Integrating fragmented data sources to create comprehensive customer profiles.
• Overcoming cross-functional and technical barriers to unify data for seamless personalization.
• Streamlining communication and data flows to enhance consistency across customer touchpoints.

12:10 - 12:30

The Creative Approach to Customer Journeys

• Crafting meaningful customer journeys through engaging and creative content.
• Enhancing relevance by utilizing contextual data in storytelling and aligning it with customer segmentation strategies.
• Designing adaptable campaigns that respond in real time to customer behaviors while maximizing ROI.

12:30 - 13:00

The Future of Personalized Engagement: Privacy, Context, and Creativity

• Balancing value-driven personalization with privacy considerations.
• Adapting personalization strategies to align with ethical data usage.
• Exploring emerging technologies like AI-driven dynamic content and generative AI to enhance creativity and context.

13:00 - 14:00

Lunch

14:00 - 16:00

Block 3: Transparency, Trust, and Loyalty in the Digital Age

14:00 - 14:30

 Driving Customer Loyalty Through Transparent Data Practices

• Implementing practical approaches to communicate data usage clearly and build customer trust.
• Developing actionable opt-in frameworks that empower customers and enhance transparency.
• Embedding transparent data practices into loyalty programs to drive immediate engagement and retention.

14:30 - 15:00

 Maximizing ROI from Loyalty Programs with Data-Driven Strategies

• Crafting long-term strategies to align loyalty programs with measurable business goals.
• Leveraging customer data insights to optimize lifetime value and profitability.
• Scaling loyalty program operations to meet growing customer expectations and maintain ROI.

15:00 - 15:30

 Beyond Rewards: Turning Loyalty into a Revenue Driver

• Reinforcing customer relationships to drive repeat transactions.
• Enhancing profitability through privacy-conscious data strategies.
• Learning from real-world examples of brands using loyalty programs to balance privacy, trust, and revenue growth.

15:30 - 16:00

 Turning Customer Insights into Revenue Growth

• Developing actionable frameworks to transform customer feedback into measurable business outcomes.
• Prioritizing high-value opportunities based on insights from feedback to drive innovation and profitability.
• Leveraging predictive analytics to transform feedback into actionable innovations across the eCommerce ecosystem.