Skip to main content


Cross Channel Best Practice - Creating the Seamless Buying Experience - Breakfast Briefing


A breakfast Briefing with IBM and Salmon

Wednesday, Oct 2nd, 2013 8:30 AM - 11:30 AM

IBM Southbank Forum

Omni-channel shoppers spend 50% more than single channel customers - and 15-30% more than multi-channel customers according to IDC. The challenge, however, is how to transform and deliver a successful cross channel experience.

Information: On Wednesday 2nd October, IBM and Salmon will share how they are innovating and transforming the buying experience by putting the power of personalisation and cross channel capabilities into the hands of retailers of all sizes.   In addition, Ann Summers will share how 'creating the seamless buying experience' will improve Ann Summers presence and also allow greater EBITDA profitability. Finally, Conlumino, the retail research agency and consulting firm,  will share their outlook on key trends in retail and retail spending - including the inhibitors and drivers for growth across all retail channels.

Join key retailers like yourselves where discussions will include:

• The key to providing a consistent brand experience - no matter which channels customers use—web, social, mobile, stores, call centres and more
• The power of personalisation and how it can increase conversion and AOV through customer recommendations, product reviews and guided selling
• How to develop new ways to understand your customers and what's happening 'on the shop floor' - in order to create more meaningful interactions for them and more revenue for you.

For more information, please contact Nada Alkutbi, IBM -

Registration is now closed.
London, United Kingdom

IBM South Bank
76/78 Upper Ground
United Kingdom

Time Description
8:30 AM Arrival - registration and refreshments
9:00 AM Introduction by Conlumino, the retail research agency and consulting firm, including the macro and micro view of:
Key trends - the impact of the economy on spending plus optimistic, realistic and pessimistic outlooks
Retail spending - inhibitors and drivers for growth across all retail channels
9:20 IBM - Seamless cross channel retailing - customer best practice
Why do consumers switch between off and online channels? How is it possible to keep them in the retailer’s online shop or multi-channel system? How important are atmosphere, personalisation and emotions? Learn how IBM retail customers, such as Ann Summers, are able to provide a consistent brand experience across all channels and how personalisation has proven to increase conversion and AOV through customer recommendations, product views and guided selling which has led to meaningful customer interactions - and increased revenue for the retailers.
10:50 AM Salmon - The alchemy of the customer experience
As we move towards an experience-economy, retailers are endeavouring to find the magic formula to build strong customer relationships through every channel in order to achieve long-term sustainable customer value. This session will share how retailers have managed to improve the customer experience which in turn has reduced churn and greatly increased customer loyalty through increased choice in interaction opportunities and the ability to conveniently switch channels.
11:10 AM Conclusion by Conlumino and roundtable discussion (Chatham House rules)
11:30 AM Refreshments