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Mapping expectation and experience post-pandemic

As we move into the summer months, it looks likely that restrictions will continue to be eased and life starts to feel a bit more ‘normal’. Yet the pandemic enforced many changes on how customers engage with retailers and some of them may be here to stay.

How can we understand our customers now? How have their expectations shifted? What do we need to do to offer the best experiences? Through a combination of expert analysis, commentary and data insight from IMRG, retailers and solution providers, Customer Experience Live 2021 will help you address – and overcome – these challenges.

Attend IMRG Virtual Customer Experience Live 2021 and walk away with key insight into:

  • How customer expectations and perceptions have been shaped by the pandemic
  • What differences in behaviour we tracked from the ‘COVID customer’
  • Are customers converting at a higher rate, or spending more per visit?
  • What innovations retailers should be focusing on in changing times
  • Insight into how we expect the second half of the year to unfold

Agenda

How have customer expectations and perceptions changed? Pt I - Andy Mulcahy, Strategy and Insight Director, IMRG and Steve Brockway, Chief Research Officer, Maru
By analysing multiple customer and performance datasets, this session will identify how behaviour has changed and where the shifts in expectation are.

   


Q&A with Janis Thomas, Ecommerce & Marketing Director, Look Fabulous Forever - How we use Facebook to engage our customers
During the pandemic, beauty retailer Look Fabulous Forever turned to social media to drive engagement with their audience. Find out how they use it and the response it drove from their customers.



Panel: The differences we have tracked in customer behaviour
The pandemic caused a lot of upheaval, but how (and if) has customer behaviour actually changed in various ways:


  • How has customer behaviour changed?
  • How have expectations evolved?
  • Do we expect some behaviours to revert quickly post-pandemic?

Q&A with Stephen Langford, Ecommerce Director, M&S
In this session, we speak to M&S around their approach to customer experience.


How have customer expectations and perceptions changed? Pt II - Andy Mulcahy, Strategy and Insight Director, IMRG and Steve Brockway, Chief Research Officer, Maru
By analysing multiple customer and performance datasets, this session will identify how behaviour has changed and where the shifts in expectation are.
   

Are customers converting at a higher rate? – Matthew Walsh, Director of Data and Retail, IMRG
In this session, we will analyse conversion rates for all the major categories we track, to see if they have risen or fallen over the past 12 months, and what pattern they have fallen into now.


Panel: What strategies should retailers employ during unpredictable periods?
The pandemic caused huge disruption to how things happened, and now as things open up again it’s hard to forecast how customer behaviour might settle into new patterns:


  • What approaches should retailers take to navigate this period?
  • Where should they focus their investment?
  • How can they interpret what ‘digital transformation’ means for them?

Are customers spending more at the checkout? Andy Mulcahy, Strategy and Insight Director, IMRG
In this session, we will analyse average basket rates for all the major categories we track, to see if the average spend at the checkout has risen or fallen over the past 12 months, and what pattern they have fallen into now.

Are ‘Covid customers’ behaving differently from regular customers? Pt I – Matthew Walsh, Director of Data and Retail, IMRG
In this new study, IMRG have focused specifically on ‘Covid customers’ – those acquired during the outbreak – and whether these exhibit different behaviours (do they spend more, convert higher, return less etc)



Q&A with Sara Cohen, Trading Director, Space NK
In this session, we speak to Space NK around their approach to customer experience


Panel: What innovations should retailers be focusing on?
There are a lot of different technologies and approaches retailers can try to engage their customers and provide the best experiences; but which should they focus on:


  • Which are the most exciting technologies?
  • How can retailers create ‘in-store’ experiences online?
  • What cost-effective approaches can they try?

Q&A with Sally Minto, Digital Director, Revolution Beauty
In this session, we speak to Revolution Beauty around their approach to customer experience


Are ‘Covid customers’ behaving differently from regular customers? Pt II – Matthew Walsh, Director of Data and Retail, IMRG
In this new study, IMRG have focused specifically on ‘Covid customers’ – those acquired during the outbreak – and whether these exhibit different behaviours (do they spend more, convert higher, return less etc)


Countdown to Black Friday and Christmas peak 2021 Pt I - Matthew Walsh, Director of Data and Retail, IMRG
As things have started to open up again and the potential for normality returns, IMRG analyse the trends to see how the second half of the year could unfold. In this first part, we review peak trading from 2020.


Q&A with Claire Baker, Head of E-Commerce, Perry Ellis
In this session, we speak to Revolution Beauty around their approach to customer experience


Quickfire presentations: advice for peak planning 
This session features four quickfire presentations setting out checklists, best practice advice and hints and tips to inform your peak planning.

Countdown to Black Friday and Christmas peak 2021 Pt II - Matthew Walsh, Director of Data and Retail, IMRG
As things have started to open up again and the potential for normality returns, IMRG analyse the trends to see how the second half of the year could unfold. In this second part, we look ahead to peak 2021.


IMRG Drinks – by invitation only

Keynote Speakers

  • Janis Thomas

    Janis Thomas

    Ecommerce & Marketing Director | Look Fabulous Forever

    Janis is an expert in driving digital marketing to deliver increased revenue and profitable growth in ecommerce and subscription businesses. She has grown diverse brands from Birchbox to Playboy. She has held senior consumer marketing roles in ecommerce, digital media and entertainment businesses. She is now responsible for leading ecommerce and marketing at Look Fabulous Forever, the innovative DTC cosmetics and skincare brand designed to meet the needs of older women.

  • Stephen Langford

    Stephen Langford

    Ecommerce Director | M&S

  • Sara Cohen

    Sara Cohen

    Trading Director | Space NK

  • Claire Baker

    Claire Baker

    Head of E-Commerce | Perry Ellis

Register Below

Event Date 9th Jun 2021 to 10th Jun 2021
Event Time 09:30 - 12:15 daily
Location Online