Bringing Marketing & IT Together for Effective CEM
MandMDirect is one of the fastest growing independent retailers in the UK. The company’s success in a highly competitive market is directly linked to its decision to make Online Customer Experience Management (CEM) a strategic imperative. MandMDirect recognise that an effective CEM strategy has a direct and positive impact on customer conversion, in one instance by nearly 50%, as well as customer satisfaction and retention. MandMDirect are also keenly aware that effective CEM can’t be achieved with a siloed approach. Join Graham Benson, CIO MandMDirect, to learn how Tealeaf, an IBM Company enables MandMDirect to see its digital channels through the eyes of its customers. This in turn fuels collaboration between Marketing and IT and, ultimately, high quality customer experience.
About the speakers
Graham Benson, CIO, MandMDirect
Graham Benson has an impressive track-record of devising and delivering IT-enabled business transformation, most recently in high growth Commerce organisations. He has been described by one industry observer as an “internet veteran” . This year marks 25 years of working in the Technology sector, both as an end-user & supplier including Director-level roles at Thomas Cook, Avis and Regus. He has 10 years eCommerce CIO experience with Screwfix.com, eBuyer.com, Play.com and now MandMDirect.com. A regular industry commentator, speaker and writer, Graham is passionate about the digital world and the opportunity to drive real social/economic value from new technologies.