Find out what happens on the day
Digital Networking: 09.15 - 09.45
Opening introduction: 09.45 - 10.00
Cars & Houses vs Batteries and Books; the two different types of eCommerce and why it matters
Product Coach (ex-eBay)
Design Better, Together
Senior UX Designer, Kohl's Department Stores
How the coronavirus crisis could herald a new era in digital transformation and what this will mean for retailers.
11.45 - 12.15: Meet The Speakers (1:1 Zoom Rooms) & Video Networking
12.15 - 12.55: Lunch
Creating Best-in-Class Shopping Journeys Using Product Nuance
AD of Product Design, Wayfair
Journey to Strategy: A Case Study
Senior Director of Design, SurveyMonkey (ex-Walmart)
What is the R.O.I of design?
UX Design Manager, Emirates
15.35 - 16.05: Break
Meet The Speakers (1:1 Zoom Rooms) & Video Networking
Improving Marketplace Design Quality though Experimentation
Head of Product Design, Etsy
The ability to coexists between customer lifestyles and digital platforms.
Director of CX, AT&T
Changes, Changes, Everywhere: Beauty Activation across Today’s Retail Landscape
VP of Design, L'Oreal
17.50 - 18.30: Meet The Speakers (1:1 Zoom Rooms) & After-Party Video Networking
Opening Talk 09.00 - 09.30
Break 11.00 - 11.30
Lunch 13.00 - 14.00
Break 15.30 - 16.00
How the coronavirus crisis could herald a new era in digital transformation and what this will mean for retailers.11:10 - 11:40 Steve Borges
The extraordinary times we’re living through have had a dramatic impact on almost every aspect of our lives, our families and our communities. As we start to consider life beyond lockdown, what will be the consequences of this crisis on customer expectations and behaviour in the medium-term and which aspects of these changes will endure for longer? Join me to explore these questions and consider the implications for ecommerce and the role of digital in general. What will be the new priorities for retailers as we start to contemplate a new normal and how will existing and emerging technologies be deployed to create better and new experiences? Will this new era of digital transformation give us an opportunity to rethink what our digital channels are capable of?
Changes, Changes, Everywhere: Beauty Activation across Today’s Retail Landscape17.15 - 17.45 Jackson Wang
There’s a seismic shift in the retail landscape. Brands need to consider omni-channel to drive footfall & conversion. Join us to hear the how and what brands need to consider to meet the needs of today and future shoppers.
This talk will cover:
- Big overview of the retail landscape, sharing the challenges of defining a truly great Omnichannel experiences
- strategy / key touch-points & specifics of the online/offline experience
- What does L'oreal anticipate in terms of emerging technologies - AR/VR & 5G etc
Cars & Houses vs Batteries and Books; the two different types of eCommerce and why it matters10.00 - 10.30 Joe Leech
Joe will talk through selling $12K bottles of whisky, why a free butler isn’t always a good thing and most importantly why washing machines and refrigerators are not the same thing. Practically you’ll learn how to develop new, innovative ecommerce ideas that can lead to dramatic improvements in performance.
What is the R.O.I of design?14.05 - 14.35 Warren Nugent
There is a common question that colleagues and senior stakeholders ask which is: "What is the R.O.I of design?" Let's review and evaluate how to put a value or number to good design that our senior stakeholders can really understand and get behind, whilst also setting our team up to deliver success.
The ability to coexists between customer lifestyles and digital platforms.10.00 - 10.30 Ube Urban
Ube’s plays a critical role in setting the brand direction and bringing it to life across all channels of CX innovation. He’s responsible for future-proofing businesses for social and generational awareness through transformative immersive experiences.
He sets the standard for creative consistency and excellence across teams and organizations while striving to challenge the limits of leading-edge technologies from conceptualizing digital campaigns to storyboarding, to transforming the way customers engage with merchants. Ube delivers charisma through meaningful experiences for his audiences across all service and product systems.
As a CX evangelist, you’ll learn how Ube defines a space that is really unclear, to meet new expectations of his customer and market segments. He has worked with an array of clients from Adobe, EQ3, W Hotels Worldwide, MtV, Deloitte’s iLab, Coke-Cola, and AT&T Digital to name a few.
Improving Marketplace Design Quality though Experimentation16.05 - 16.35 Christina Goldschmidt
A challenge for designers in the ecommerce space is the fast pace of experimentation through A/B and multivariate testing. However, when you provide designers with the right baseline knowledge and a framework of principles, experimentation can be a driver of better user experience and a means to empower designers with their cross-functional product and analytics partners. In this talk I will explore how we are empowering designers to be savvy experimentators and changing the A/B testing to be a tool for design and not a hindrance to great experience.
Journey to Strategy: A Case Study13.30 - 14.00 Stacy All
One of the challenges for Design is how to influence the strategic direction of business. I will present a case study about creating that influence by using customer goals as the focus for strategic planning. I'll also share lessons learned along the way.
Design Better, Together10.35 - 11.05 Katie Lawler
How do you get business partners to understand the positive impact of experience design on the organization? Involve them in the process! Collaborating with people of many disciplines at the beginning of the design process builds momentum and excitement around crafting a design solution. I’ll share some tips on how to do this effectively.
Creating Best-in-Class Shopping Journeys Using Product Nuance12.55 - 13.25 Alison Colby
Wayfair has a catalog of over 16M products sourced from over 15K suppliers - everything from sectional couches, to pots and pans, kegerators, luxury wallpaper, office desks, dog beds and bassinets. How do we make Wayfair a trusted place to buy so many distinctly different items?
You’ll learn how the “Best-in-Class” product teams in partnership with vertical and category merchandising tailor customer experience based on product class, merchandising data, and customer insights through detailed case studies that demonstrate how design delivered scalable improvements with laser focus on customer needs and complex product nuance.
Creating great experiences that enable commerce is tricky. The audiences we’re designing for are global, their business models are varied, and their experience level with commerce tools extends from the novice to the expert. At Shopify, we’re designing tools for some of the most successful entrepreneurs in the world, but these same experiences are used by brand new merchants who are just getting started. In this panel, we’ll talk about some of the challenges we face and ways we approach balancing approachability and power in our work.