From Monday, Sept. 16 through Friday, Sept. 20, Retail TouchPoints will present the 2019 Retail Strategy & Planning Series, a 13-webinar series dedicated to uncovering the new ways shoppers are assessing, selecting and connecting with the brands they buy from.
The #RSP19 sessions will specifically address the new tools and tactics retailers should embrace to better understand this new wave of shoppers; nurture relationships with them; and transform one-time engagement into recurring revenue.
Key themes will include:
- How retailers can leverage data to drive shopper engagement, through welcome series emails or automated interactions online;
- The value of “premium loyalty” programs;
- How AI, machine learning and location intelligence play into a retailer’s understanding of the modern consumer and their shopping habits;
- Holiday season predictions based on data from 500 million shoppers.
Following are brief summaries of what you’ll hear in each session.
MONDAY, SEPT. 16
Speaker: Greg Zakowicz, Senior Commerce Marketing Analyst, Oracle NetSuite
Air date: Monday, Sept. 16, 12 pm Eastern
Retailers have attempted to master email marketing best practices for years now, particularly in acquiring new customers. But as consumer shopping behaviors evolve, the traditional approach to creating a “welcome series” may not be enough to engage new subscribers and produce sales.
The webinar will highlight new goals of the modern welcome series, highlighting:
- Ways to collect and use data to provide a more personalized shopper onboarding experience;
- Tactics to capitalize on user intent and capture the sale;
- Types of messages that connect with today’s consumers; and
- How to address the non-converters and save the relationship.
Speakers: Kevin Stadler, CEO, 4R Systems; Vish Ganapathy, Managing Director, Accenture
Air date: Monday Sept. 16, 2 pm Eastern
Retailers need to blend the findings made available through machine learning with their own tried-and-true business processes to achieve optimal results. This session will explore how brands are integrating these two approaches to balance the benefits of each by implementing controls to help with SKU rationalization and letting their teams override AI decisions in certain cases.
Speaker: Tom Caporaso, CEO, Clarus Commerce
Air date: Monday, Sept. 16, 3 pm Eastern
There’s strong consumer interest in premium loyalty programs: among those that don’t currently belong to one, 71% said they would join one if it was offered by their favorite retailer. With data from its first Premium Loyalty study, Caporaso reveals what goes into a strong premium loyalty program, including a combination of experiential benefits (e.g. previews of new collections, appointments with an in-store stylist) and transactional benefits (such as instant discounts, faster/free shipping). Attendees also will learn what consumers expect from a Premium Loyalty program and how it impacts their decisions; how retailers are leveraging consumer data to build successful Premium Loyalty programs; and what you can do to create a program that’s right for your consumers and your brand.
TUESDAY, SEPT. 17
Speakers: Rob Garf, VP of Industry Strategy and Insights, and Caila Schwartz, Manager of Retail and Consumer Goods Insights and Strategy, Salesforce
Air date: Tuesday Sept. 17, 12 noon Eastern
Do you know what your shoppers want this holiday season? Do you know how to create seamless and immersive experiences that drive them to buy from your brand all season long? During this webinar, Garf and Schwartz will spotlight data from 500 million shoppers regarding their behaviors across channels. Using this data as the baseline, the presenters will then delve into the top five trends retailers should prioritize this year, and even call out a few trends that are okay to pass over.
Air date: Tuesday, Sept. 17, 2 pm Eastern
Speaker: Ryan Barker, Sales Engineer, ChannelAdvisor
The two pillars of increasing visibility on Amazon — a necessity since 55% of consumers start their product searches there — are great content and advanced advertising. Barker provides the key building blocks for mastering both, from enhancing product display page elements to boosting advertising prowess by aligning on search terms and leveraging product data.
Speaker: Antony Wildey, VP of Omnichannel Sales at Oracle Retail
Air date: Tuesday, Sept. 17, 3 pm Eastern
Omnichannel has become table stakes for retailers, and this shifting business model has multiplied the number of potential customer journeys that lead to a sale. Wildey will discuss how retailers can assess the maturity of their omnichannel operations, improve their operational efficiencies and drive net new revenue at their POS, all based on real-world examples.
WEDNESDAY, SEPT. 18
Speakers: Gary Sankary, Retail Industry Manager, Esri; Paula Rosenblum and Brian Kilcourse, Managing Partners, Retail Systems Research (RSR)
Air date: Wednesday, Sept. 18, 12 pm Eastern
Today’s top retailers know they need to leverage location technology if they truly want to connect with consumers, engage with them personally and build a winning mobile strategy. But how do laggards catch up? During the webcast, Rosenblum and Kilcourse will share the results of a proprietary RSR study revealing how retailers are using location data today and how they plan to extend their capabilities in this technology in the future.
Additionally, Sankary will detail where retailers are using location technologies, particularly throughout the business reporting, strategic planning and performance monitoring processes. The panelists also will discuss how retailers can more thoroughly understand the implications, opportunities and inhibitors associated with the use of geolocation data.
Speaker: John Federman, CEO, JRNI
Air date: Wednesday Sept. 18, 2 pm Eastern
Federman will present the results of a new consumer benchmark survey that looks into the online and offline shopping habits of 2,000 shoppers. The survey is designed to provide insight into the continued growth of online shopping and the considerable rise in omnichannel actions for most major product categories. Key takeaways will include the benefits of pre-booking appointments with experts, and insight into how shoppers react to in-store events such as early access to products.
Speaker: Wendy White, Senior Product Marketing Manager, RedPoint Global
Air date: Wednesday, Sept. 18, 3 pm Eastern
Modern personalized customer engagement strategies help retailers to develop deeper ties with their shoppers than ever before through frequent, low-friction interactions. In this session, White will teach attendees about how retailers like CVS and Keurig are using connected data to engage with and retain customers, anticipating customers’ needs in automated interactions and harnessing continuous intelligence to craft superior customer experiences.
THURSDAY, SEPT. 19
Speaker: Penny Lasater, Sr. Product Manager for Retail, Package Concierge
Air date: Thursday, Sept. 19, 12 noon Eastern
While BOPIS has proven popular with consumers, many of the initial deployments are not meeting rising customer expectations — and they can create additional work, costs and complexity if they are not tightly integrated into the store’s operations. Expanded fulfillment options such as automated lockers can address both of these challenges, and this webinar will explore how:
- Retailers should be planning for the future of BOPIS; and
- New fulfillment options can provide them with the flexibility to handle higher order volumes, a wider range of package sizes and types, and consumers’ desire for convenience and security.
Speaker: Michael Miller, Chief Product & Strategy Officer, Convey
Air date: Thursday, Sept. 19, 2 pm Eastern
Retail supply chain executives are finding themselves responsible not just for delivering packages quickly and cost-effectively, but for the overall customer experience. These expanded customer-facing responsibilities mean supply chain execs must work closely with internal departments (marketing, order management and customer care centers) as well as the third parties doing the actual freight shipping and last mile deliveries. This session explores how retail supply chain roles are changing, focusing on:
- What supply chain executives need to know about successfully integrating CX and marketing communications with delivery/fulfillment;
- Why real-time data is needed to keep delivery promises; and
- Best practices for creating a holistic after-the-order experience, including proactive customer communications and easily accessible analytics that can identify fulfillment bottlenecks and provide report cards on freight fulfillment partners.
Speaker: Greg Chiefa, Head of Sales, North America, Loqate
Air date: Thursday, Sept. 19, 3 pm Eastern
In this session, Chiefa will give retailers best practices for minimizing friction within the checkout process and improving their delivery success rate, particularly ahead of the peak holiday season. Attendees will learn:
- How to implement small changes that can have a big impact on conversion rates;
- Tips to optimize online checkout on any device; and
- Steps to reduce failed delivery rates with clean, verified customer data.
FRIDAY, SEPT. 20
Speakers: Glenn Taylor, Senior Editor, Retail TouchPoints; Alicia Esposito, Senior Content Strategist, Retail TouchPoints
Air date: Friday, Sept. 20, 12 noon Eastern
There are a multitude of new trends and disruptions that are impacting the way retailers go to market. During this webinar, Taylor and Esposito will have a candid conversation regarding the five key trends they believe are shaking up the industry most, and will offer their unique perspectives on how retailers can use data and insights to secure long-term success. Along the way, they’ll even spotlight a few examples along the way, such as Lululemon, Peloton and Standard Dose.
#RSP19 Session Schedule At A Glance:
Monday, Sept. 16
Creating A Data-Driven Welcome Series That Generates Revenue: 12 pm ET / 9 am PT
2019 Premium Loyalty Data Study: Will Your Customers Pay For A Loyalty Program?: 3 pm ET / 12 pm PT
Tuesday, Sept. 17
Sleigh Your Goals This Holiday Season With Predictions From 500 Million Shoppers: 12 pm ET / 9 am PT
Good, Bad, Ugly: Pivot To Customer Optimizes The Omnichannel CX: 3 pm ET / 12 pm PT
Wednesday, Sept. 18
Location Intelligence: Retailers Leveraging The Science Of Where: 12 pm ET / 9 am PT
Consumer Survey Results: Understanding The Omnichannel Shopping Experience: 2 pm ET / 11 am PT
Continuous Intelligence For Personalized Customer Engagement Strategies: 3 pm ET / 12 pm PT
Thursday, Sept. 19
Moving Beyond BOPIS Basics By Expanding Fulfillment Options: 12 pm ET / 9 am PT
Creating A Seamless Purchase And Delivery Experience In Time For The Holidays: 3 pm ET / 12 pm PT
Friday, Sept. 20
5 Ways To Use Data And Insights To Adapt To New Retail Realities: 12 pm ET / 9 am PT
Register for the 2019 Retail Strategy & Planning Series today!