Becoming customer focused rather than channel focused at IRC 2019

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The advent of the ecommerce shifted retailers’ attention towards balancing two channels responsible for generating sales, sometimes creating the incision of choosing the right funnel to lead their business.

In a bid to prioritise a channel that’s worth an investment, retailers often forget about keeping an omnichannel equilibrium. A customer-centric business model requires a holistic customer experience. That is, an offline store isn’t enough to represent a brand’s offering, just like an online store is limited without the presence of a physical touchpoint.

Leading ecommerce experts will take the stage to explore this phenomenon at IRC 2019. Internet Retailing Conference will see Kyle Monk, head of insight and analytics of British Retail Consortium and Chris Conway, head of ecommerce of The Co-operative Group joining their forces to consider how retailers can align customer needs, wants and desires with their omnichannel strategies. Retailers are invited to join the panel session at omnichannel experience theatre: Becoming customer-focused rather than channel-focused keynote will begin at 11:30 and will run until 12:10.

You can find out more about InternetRetailing Conference programme, and find out more about the event, where exhibitors showcase the latest retail technology in an exhibition, and where delegates can get practical advice on key technologies through a series of hands-on workshops.


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