Today at Internet Retailing Expo 2019 I’m keen to attend workshops designed to provide merchants a hands-on, training-focused sessions delivered by leading companies in the industry. I’ll get a chance to explore the latest innovations and their functionalities aimed at improving customer service. Across the two days, workshops will explore topics of the direct-to-consumer model, a workshop on how you can get more out affiliate marketing, a masterclass in building recommendation strategies and an examination of marketplace selling. Here are the workshops I’m interested in attending:
Conversational commerce: where smart tech meets human passion
The multitude of touch points for the connected consumer is making the customer journey seamless but more complex for brands. Sellers are connecting online shopping experience with chatbots, human agents and independent experts to meet the customer expectations.
The first workshop of the event ‘conversational commerce: where smart tech meets human passion’ at 10:00, 3rd of April at Workshop 1 will be led by Stuart Eames, retail innovation lead of Waitrose and Stuart Gordon, country manager of iAdvize. It will aim to answer questions such as; why top retailers are deploying conversational customer experience (CX) strategy across their businesses in 2019? and how can you ensure your customers don’t abandon at the point of sale? The workshop will explore the technological and human element in retail operations and how businesses can’t have one without the other. It will conclude by exploring how real-time messaging can simplify the customer journey within one single conversation.
Does your delivery experience compete with Prime?
I’ll be heading down to workshop four to attend ‘does your delivery experience compete with [Amazon] Prime?’ at 11:00 on 4th of April. Tobias Buxhoidt, CEO of ParcelLab will lead the workshop to cover the result’s of parcelLab’s UK E-Commerce Study on the top 100 retailers and point to where most merchants fail against Amazon. He will also consider the best retailers in the UK and what makes them successful. As a solution, Tobias will explore top five things sellers should do to improve their delivery experience.