Multi-channel – managing the customer experience across channels
Learn about the new emerging category of Customer Experience Management (CXM) that both Forrester and Gartner are discussing. Understand what CXM means for online businesses and how it can be leveraged across channels. See how CXM leverages multiple data sources including sales data, CRM, ERP, reviews, social media and analytics to deliver the most relevant content and experiences to the right customers at the right time. Hear how JD Williams are managing the customer experience across online channels by combining content management with dynamic data driven capabilities depending on the real time context of the customer. Learn how JD Williams are achieving greater personalisation and agility through a more dynamic approach to the online experience. Understand how combining rich dynamic pages helps them deliver a larger footprint in Google, reduced bounce rate and greater coverage across natural search.
About the speakers
Andrew Webb, E-business Strategist, Endeca
Andrew Webb is eBusiness Strategist at Endeca. Andrew advises clients on the current trends and innovations in the market, driving the Endeca roadmap and leading new solution initiatives such as Endeca InFront Cloud Edition.Andrew has experience working with retailers, brands, distributors and media organisations across Europe helping them deliver a multi-channel experience that combines content, community and commerce.Prior to Endeca Andrew was a founding member and Technical Architect at Optaros in the UK, leading agile user centric eCommerce implementations across Europe. Andrew speaks and writes regularly about innovations in social commerce, international retailing, multi-channel merchandising and Big Data.
Colin Kelly, E-business Content Manager, JD WIlliams
Colin has worked at JD Williams for over 15 years. Colin has worked in their eCommerce department as Content Manager since its infancy, when JD Williams was almost entirely a catalogue driven business, through to the Multichannel company it is today with Online now representing the biggest channel.
