Keynote

Raj Badarinath

Chief Marketing Officer, Algonomy

Sucharita Kodali

Retail Industry Analyst, Forrester

1The Digital Shift: What digital-first means for retail and eCommerce CX

• Forces shaping consumer buying in this decade
• How the pandemic shaped key verticals – grocery, fashion, DTC, and brand manufacturers
• Today’s CX expectations and what businesses get wrong
• Personalization evolves to deliver the new CX
• How can retailers and brands drive hyper-personalization?

Keynote

Ajith Nayar

VP Marketing at Algonomy

Alessio Romeni

Chief Revenue Officer, Zalora

2CXO Talk: Make personalization a strategic lever, not a tactical conversion tool

• Post-pandemic megatrends and implications for retail
• Becoming a customer-first business
• Personalization philosophy at ZALORA: Remove bad friction, add constructive friction
• The offline+online personalization components to future-proof your business
• How to shift from personas to hyper-personalization

Fireside Chat

Paloma Truong

Head of Customer Experience, Miinto Group

3Personalization lessons from Miinto: Prioritize customer experience, business goals will follow

One of Europe’s fastest-growing fashion marketplace talks about winning digital experiences, as they continue to grow exponentially during these challenging times for fashion retail.

• Customer experience as a strategy – relevance is the key
• How to empower a 2-member team to run digital personalization for 10+ countries
• Best practices from Miinto’s continuous experimentation culture
• Decoding Miinto’s 19.4% revenue lift attributed to personalization

Insights

Charlie Banfield

Senior Digital Trade Merchandiser, John Lewis

Rob Hitchman

Digital Product Manager, John Lewis

4John Lewis discusses why personalization is always a work-in-progress

UK’s top department store discusses their personalization wins, adaptations, and Vision 2021

• Pivoting rapidly to stay relevant with changing consumer behavior
• Role of stores and digital in the light of permanent changes
• Replicating our differentiator (experience) online and impact so far
• Personalization Agenda 2021

Expert Session

CJ Blankenship

Director of Product Management, Arteza

5The art of building a high-performance personalization team and the science of customer data

Learn from Arteza, as they revolutionize the art supply industry with digital retail.

• Best practices from our personalization journey – say yes to Fail Fast
• Blueprint of a personalization roadmap
• Transforming from an eCommerce store to a destination that inspires
• Personalization and marketing use cases addressed by a Customer Data Platform

Insights

Wilson Del Grego de Oliveira

Head of Media, Riachuelo

6Thinking outside the box with Riachuelo: How retailers can keep innovating through personalization

Brazil’s top department store shares their personalization strategy and unique applications for the digital shopper.

• Why we didn’t stop at product recommendations – expanding personalization to search, content, and more
• Personalization nuances for the Brazilian consumer
• Unique personalization applications including Live Commerce at Riachuelo

DTC Spotlight

Heidi Zak

CEO, ThirdLove

7How ThirdLove became the face of women’s retail with personalized experiences and a customer-centric approach

• Finding an untapped market by challenging an established, old school leader
• Gut-feel or data – how to build a truly customer-centric, intimate offering
• Digital or omnichannel: Why DTC is going the retail way by opening stores
• ThirdLove’s hyper-personalization journey and what’s next

Grocery Personalization Masterclass

Amit Rohatgi

VP, Product Consulting, Algonomy

Olivier Barth

Principal Solutions Engineer, Algonomy

8Grocery Personalization Masterclass

Learn how to create a relevant, unique grocery shopping experience.

• What’s unique about the grocery buyer behavior and the role of personalization
• Case study: Solving common e-grocery challenges
• Practical ideas to make your shoppers return and grow basket sizes

B2B Personalization Masterclass

Darren Nisbett

Principal Solutions Consultant, Algonomy

9B2B Personalization Masterclass

Personalization for B2B commerce goes much farther than B2C. Learn how.

• Complexities of B2B online – respecting account and buyer-specific catalogs
• Practical ideas to improve the buyer experience, grow conversions and AOV
• Case study: Pushing the boundaries of B2B personalization with relevant experiences across search, content, and recommendations

Expert Session

Steve Webster

eCommerce Director, eXtra

10Navigating internal organization and pushing for change in a new, digital-first world by eXtra

MENA’s largest consumer electronics retailer shares what it means to be a first-mover and makes the business case for personalization.

• Spotting the shift in the market early on
• Quick wins or long-term strategy — how we approached our digital journey
• Tips to get management buy-in and define the roadmap
• eXtra’s biggest wins with digital personalization

Insights

Subramanian MS

Head of Category Marketing and Analytics, BigBasket

11Driving Sustained Growth at Bigbasket with 1:1 Personalization

India’s largest online supermarket shows the way forward.

• Navigating disruption in 2020
• Key tenets of personalization at Bigbasket
• How is personalization in grocery different?
• Key marketing and personalization initiatives for grocery across the customer lifecycle
• Applications and impact of personalization at Bigbasket

Round Table

Bhavna Sachar

Director of Product Marketing at Algonomy

Kartik Bhatt

Business Head: Omnichannel, Digital Transformation & Digital Mktg, Sharaf Retail

Mithil Ajmera

Head of Marketing eComm, Danube Home

12Luxury, fashion, and lifestyle leaders from the Middle East discuss the digital-first and customer-first imperative

• Dealing with change: eCommerce as default
• How to plan your personalization milestones? (Your crawl–walk–run)
• Combining algorithms with human expertise
• Most significant challenges in becoming customer-first
• Building an experience that balances exclusivity and availability