Pre-Summit Day, Monday, February 27 Mapping the New Customer Journey Summit Diving Into Customer Experience, New Retail Models and Digital Trends Retailer Only

Get a jump start on conference registration and join us for a delicious breakfast before a full day of content & interactive roundtables

Join our summit chair as she kicks off the day!

Erin Raese

SVP, Revenue
Annex Cloud

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Technology is impacting consumer preferences and retailers have to move faster than ever to adopt new technology with a customer-centric mindset. In an increasingly online world with self-service on the rise, customers are still looking for a 1 to 1 relationship and a personal touch. And expect this personal experience to be consistent both in store and online. So how can retailers combine humanity and technology to create seamless connect experiences? Join panel with some standout retail brands who will walk us through how they are working to keep their experiences human and seamless. Expect to hear about:  

• Making strides to better connect the digital and the physical retail environment 
• Thinking of the whole customer journey instead of customer touch points to avoid internal silos 
• Clarifying high points and pain points for the customer and working to eliminate them 
• Identifying where to simplify and personalize the experience  
• Finding where customer outreach can be more timely, relevant and consistent 

Erin Raese

SVP, Revenue
Annex Cloud

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Jessica Magaro

Chief Digital Officer
Banana Republic

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Susan Beckett

SVP, Digital Marketing & eCommerce
Lovesac

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Tracy Dick

SVP, Marketing & Brand
Leslie's Poolmart

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Gopi Polavarapu

Senior Vice President & GM
Kore.ai

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In the increasingly crowded, omnichannel world of digital commerce, consumers expect personally relevant visual imagery and rich video experiences to connect with brands. Yet, the sheer volume of visual touch points has been humanly impossible for digital teams to create and manage efficiently. Current and next gen technologies for rich media make it possible to automate workflows, do more with less, and create high performing visual experiences that increase conversions, and reduce product returns.

In this conversation Feliz Papich, VP of Digital Product Management and Consumer Experience at Crocs, and Milind Pansare, VP of Product Marketing at Cloudinary discuss how incorporating a modern, composable media architecture in your tech stack can improve digital agility, increase operational efficiencies, and delight your customers.

Milind Pansare

VP of Product Marketing
Cloudinary

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Feliz Papich

VP, Digital Product Management & Consumer Experience
Crocs

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Grab a coffee and a light snack with fellow summit attendees as you take in what you've learned so far today

The best way to sell product is through personalization. Customers expect highly relevant, contextualized experiences wherever they interact with their favorite brands. This is a challenging technology problem to solve. But if companies collect, manage & easily route their first-party data to back-end tech, they can ensure customer experiences across the channels are seamless, consistent and relevant. Join this keynote panel to hear more about what this attention to customer preferences and needs can do to drive conversion. Expect to hear more about: 

• Utilizing customer data to craft new and unique digital experiences to engage customers across channels
• Technology that is empowering brands to have a top, contextually relevant customer experience 
• Testing to ensure which algorithm is the best for targeted customer interaction and determining when parameters should be changed based on customer behavior and product 
• Measuring how customer satisfaction and happiness will translate to a greater lifetime value

Erin Raese

SVP, Revenue
Annex Cloud

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Robert Jewell

President and Chief Revenue Officer
Exchange Solutions

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Scott Perry

Digital Marketing Expert
Martech Evolution

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Rita Zahir

VP, Marketing
Awe Inspired

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Feliz Papich

VP, Digital Product Management & Consumer Experience
Crocs

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Most customers now consider the experience a company provides to be as important as its products or services, expecting that their individual needs are met throughout the shopping journey. And from the company’s perspective, customer experience can be tracked directly to results. Through this lens, Nordstrom has developed a CX Vision that begins with customer empathy and lays the groundwork for strategy and execution through key CX frameworks. Join this keynote with John Yesko from Nordstrom as he talks us through how they built and are implementing this CX Vision: 

• Sourcing and interpreting key customer insights 
• Recognizing the complexity of engagement in our omni-channel world 
• Using design thinking to develop and prioritize solutions 
• Measuring experience across customer journeys 
• Helping lead the company on the evolution to being truly customer-led 

John Yesko

VP, Experience Design
Nordstrom

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The number one reason people don’t buy from retailers is related to shipping. Retailers need to provide fast, cheap, and on-time shipping. By utilizing technology logistics solutions, retailers can create the perfect delivery experience, in-turn rounding out and perfecting the entire customer experience. Join FenixCommerce and Dermalogica, a major skincare brand and retailer, to discuss how to deliver better, every step of the way 

• How Dermalogica, a major skincare brand and retailer, leveraged logistics technology to improve conversion
• Utilizing upstream logistics data to improve customer decision making on purchase pages
• Shipping as a tool to tackle major ecommerce pain points
• Operations as a conversion driver

Sandy Fu Johnson

Digital Marketing and Ecommerce Director
Dermalogica

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Akhilesh Srivastava

CEO
FenixCommerce

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Don Vangeloff

VP, Customer Success
FenixCommerce

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The future of eCommerce lies with personalization and in order to personalize, you need customer data. But as we near Google’s 2024 deadline for the end of cookies, brands must start evaluating how they plan to collect customer data that they can in turn use for their personalization efforts. Join Jake Bradbury from Lululemon as he walks us through how his brand is considering this conundrum and what they’ve been doing to plan for this eventuality. 

• Assessing how much you need to pivot toward zero- and first-party data   
• Examining new methods for collecting first party data   
• Investing in alternatives to cookies   
• Determining how much to personalize taking into account your org structure, size and content library   
• Highlighting the key success factors for effective personalization  

Jacob Bradbury

VP, Marketing & CRM Analytics
Lululemon

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Retailers who properly mine their data and use analytics, machine learning and AI can truly get ahead of the competition. Hear the steps need to become a more data driven organization to enhance decision making, predict customer behavior and improve your internal processes. Panelists who have this strategy in place will help to guide you through ideas for:  

• Increasing your organization’s understanding of what data is being collected 
• Making sure all of your data is clean, actionable and accessible to the teams that need it 
• Training all staff across the organization to be data gurus, or at the very least understand the importance of the data being collected and how it relates to their role in the org. 
• Allowing data to become the foundation of every customer interaction 

Erin Raese

SVP, Revenue
Annex Cloud

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Michael Bair

SVP, Customer Experience
FIGS Inc

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DJ Smith

Director, Strategy & Analytics
La-Z-Boy Incorporated

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James Dorado

VP, Analytics & Strategy
Boxed

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Matt Dornfeld

Senior Director, Omnichannel Partnerships
BigCommerce

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Although stores are back open and customers are shopping again, ecommerce sales are still very high. An influx of D2C brands, legacy retailers, wholesalers and companies who had not traditionally sold their products online are now all now competing for customer’s attention. With more businesses online now, it’s harder to acquire and retain customers. What’s more ad costs have spiked due to competition, so marketing models must change. How is the average retailer supposed to stay ahead of the competition? Join this fireside chat with Chris Duncan of Claire’s as he talks us through the following points:  

• Figuring out if you should adopt a new model – subscription, rental, etc.  
• Ensuring your customers don’t feel overwhelmed with too many offerings  
• Differentiating your offering and attracting new customers  
• Determining whether these models will drive new growth (or are they already outdated) for your company  
• Learning whether your customers think that your company should offer these services  
• Evaluating whether there will be consolidation across multiple players 

Melissa Daniels

Senior Reporter
Modern Retail

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Chris Duncan

VP, Consumer Insights & Digital Marketing
Claire's

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Customers and regulators are increasingly pushing back on solutions that use personally identifiable information (PII) and cookies for tracking online. Meanwhile, every app is competing on delivering the most convenient, predictive, and personalized online experience. Throw in a recession and rising cost-per-clicks for advertising, and you have a recipe for despair—it seems impossible for e-commerce teams today to deliver on growth targets. 

Fortunately, there is a solution. In this talk, we’ll describe how attention data is the new “data gold” for e-commerce because it’s privacy-first (no PII or cookies) and still lets you predict your user’s next step. We’ll define attention data and explain how it can be used to identify behavioral patterns and build data-driven predictive features—while users remain completely anonymous. We’ll show how attention data can replace PII and let teams enable powerful e-commerce features that maximize profit.

Peter Szalontay

CEO
DataMilk

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Today, a huge amount of shopping takes place on social media. Pushed by platforms like TikTok and Instagram, consumers are finding new brands and products they love in a super organic way. Making it easier for them to make purchases either right on that social platform or as easy as possible to get from their to your site, will help engage new customers and foster your brand community. Join this panel to hear how several retail brands are:  

• Looking at ways that commerce is happening on social platforms, including Instagram, TikTok, Snap and Facebook among others 
• Utilizing image-based platforms like Pinterest as if they are catalogs to lead to a direct sale 
• Evaluating your audience as social commerce may not work for every customer base 
• Working through potential back-end challenges 

Erin Raese

SVP, Revenue
Annex Cloud

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Lynn Power

CEO & Co-Founder
Masami

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Sarah DeThomasis

Head of Social, Media, Influencer
Minted

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Marie La France

Vice President of Strategy
Dash Hudson

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As the largest bedding manufacturer in the world, the marketing team at TempurSealy challenged themselves to go beyond understanding the etail shopper journey to identify the most profitable 'pathways' to unlock new growth.

Heidi Ricketts

Senior Customer Marketing Manager
Tempur Sealy International

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Are you ready to let loose and have some beachy fun? Then come join us for our Beach Bash Cocktail Reception! From tropical drinks and mouthwatering hors d'oeuvres to live music, it's sure to be a night to remember. Don't miss out on this chance to socialize with colleagues and friends while enjoying or beach in the desert atmosphere.