Paul Bloxham
Chief Economist, HSBC
Sydney
Sydney
Days
Hours
Minutes
Seconds
WHAT
GOES ON
eComm Evolve will focus on 6 key areas for the day that include Customer Experience Design, Omni-Channel/Brand Engagement, Data/AI/ML Strategies; Sustainability, Payment Processing and Supply Chain Transformation.
With two stages running simultaneously, it allows attendees the opportunity to sit in on the sessions that are most pertinent to their current business needs and challenges.
Leading international and local frontline eComm experts will take centre stage over the day, compressing years of meaningful experience into a systematic, well organised learning and exchange program.
Discover the latest products and services being offered to your peers. Engage directly with vendors that can provide real time answers to your business challenges.
After all the hard work has been done, catch up with your peers and colleagues with some sociable conversations.
About
the event
The eComm Evolve Forum will explore the emerging future-focused developments across eComm platforms and technology at a high strategic level, where we will bring together a group of over 150 senior eComm and Marketing Leaders from across the country, represented via a diverse range of industries.
Taking place on the 26th July, 2023 at the Hilton Hotel, Sydney, this year’s theme will be focused around “The evolving future of eComm”
About
the event
The eComm Evolve Forum will explore the emerging future focused developments in human resources at a high strategic level, where we will bring together a group of over 150+ senior eComm leaders from across the country, represented via a diverse range of industries.
Taking place on the 24th March, 2022 at the Sheraton Grand Sydney, Hyde Park. This years theme will be focused around “ The evolving future of HR”
Over the last couple of years, businesses have seen a major shift in the way they need to engage, communicate and mentor employees, while at the upcoming forum in 2022 we have constructed a program that covers off the 6 major areas of importance for the eComm leader of today. These include Employee Experience, Talent Management, Diversity and Inclusion, Leadership, Future of Work and Mental Health & Wellbeing.
Attendees will have the opportunity to personalise their own agenda and maximise their time out of the office by selecting the sessions that are most relevant to them and their business.
Our networking drinks function will provide the chance to interact face to face with peers in a very relaxed setting, while the eComm Marketplace will allow attendees to explore a range of products and services on offer across the industry that can assist their business in evolving.
Whilst we are all adjusting to the ‘new norm’ and adapting to the challenges and opportunities that COVID-19 brought for us all, we are committed to deliver a great event in a well-managed and safe environment.
We have introduced new event protocols to safeguard the health and wellbeing of all our sponsors, attendees and staff whilst continuing to deliver strong opportunities and engagements.
You can download our Safe Event Guidelines here.
meet
our speakers
Brian Townshend
GM Omni Digital, Store And Team Member Experience, Super Retail Group
David Martin
National Manager - Retail & Ecommerce, Commbank
Mairead Jarrett
National E-commerce Manager, Coca-Cola Europacific Partners
Nicole McInnes
Managing Director, Oceania, WeightWatchers
Adam Kron
Director - Ecommerce, News Corp
Vanja Stace
Chief Experience Officer (CXO), King Living
Dean Salakas
Chief Party Dude, The Party People
Lydia Bertini
Head of Customer & People, Miss Amara
Guy Nappa
Co-founder / COO, Oz Hair And Beauty
Tyron McGurgan
Chief Executive Officer, Focus Network
Andrew Milroy
Chief Research Advisor, Focus Network
Phil Harpur
Research Advisor, Focus Network
why
join us
POWERFUL AUDIENCE
Engage and interact with an audience of 150 + eComm leaders
PERSONALISED PROGRAM
Select sessions that are pertinent for you and your business to attend
NETWORKING
Form new relationships with like-minded individuals on site
SPEAKERS
Over 30+ international and local eComm and digital leaders presenting on stage
FORM NEW PARTNERSHIPS
Connect with leading eComm and digital vendors directly via the eComm Marketplace
STRENGTHEN YOUR SKILLS
Learn, grow and evolve your skills through engaging sessions
schedule
details
The conference schedule is a draft and is subject to change.
Morning
July 26, 2023
Afternoon
July 26, 2023
REGISTRATION AND BADGE COLLECTION
WELCOMING ADDRESS
Faye Hampton, Managing Director, Conferences, Focus Network
OPENING REMARKS FROM THE MASTER OF CEREMONIES
Sam McCool, CEO & Founder, www.sammccool.com.au
OPENING KEYNOTE - The Next Wave of E-commerce: Roadmap for 2023 and Beyond
Wayne Baskin, Deputy CEO, Booktopia
Interviewer:
Faye Hampton, Managing Director, Conferences, Focus Network
FIRESIDE CHAT
- Key lessons of growth
- Online behaviour
- Pandemic strategy changes
- Connection between retail, eComm and Fintech
- Customer obsession
- Cultural leadership
PANEL DISCUSSION - Navigating Economic Turbulence: How to Survive and Thrive in Uncertain Times
Panellists:
Dani Masi, Director Digital Sales & eCommerce, Optus
Joy Wright, Digital Change Portfolio Lead, Westpac
Moderator:
Ben Hancock, Conversational CX specialist, LivePerson
- How can businesses ensure that their e-commerce strategies are agile and flexible enough to adapt to unforeseen challenges and changes in consumer behavior?
- How can businesses effectively manage inventory and supply chain challenges in the face of disruption and volatility?
- How can you differentiate yourself from competitors and create unique value propositions in an increasingly competitive and challenging market?
- How can businesses effectively evaluate and prioritize potential new markets based on factors such as consumer demand, competition, and regulatory environments?
- How can we utilise personalization and customer data to boost customer loyalty while also attracting new business?
- How do you balance cost-cutting measures with long-term growth and innovation during an economic downturn?
SPEAKING PRESENTATION - From Likes to Buys: How Social Commerce Can Revolutionize Your E-commerce Strategy
Alena Jang Croucher, Head of Customer Experience, HSBC
- With the rise of Instagram, Facebook, and TikTok, more and more consumers are turning to social media for inspiration and to connect with their favorite brands. In this keynote, we'll learn about the critical role that social commerce and online communities are playing in shaping the future of e-commerce, and gain insights into how businesses can leverage online communities to drive sales, increase customer engagement and build brand loyalty.
MORNING NETWORKING BREAK
SPEAKING PRESENTATION - Accelerating your digital momentum
Malcolm Koh, Global Director, Customer Experience, Zendesk
- Enable lasting business transformation and instill a digital-first culture
- Using insights to influence key stakeholders
- Turn customer experience into a value driver, and how other companies are doing this
- Build a hybrid CX program that’s digital first, and human where it matters
SPEAKING PRESENTATION - Omnichannel Strategies for E-commerce Success
Oliver Ranck, Marketing Director, MYSALE Group
- Creating a seamless and consistent customer experience across all channels
- Integrating online and offline channels for a cohesive customer experience
- Leveraging social media and mobile devices to drive e-commerce sales
- The role of physical stores in the future of e-commerce
- Cybersecurity risks and measures crucial for omnichannel success
PANEL DISCUSSION - Customer-Centric E-commerce: Insights and Best Practices
Panellists:
Kirat Khara, Head of eCommerce, Lenovo
JP Tucker, Co-Founder, HelloDrinks Liquor Marketplace
Shyana Grenier, New Business Lead, E-Commerce, Goodman Fielder
Moderator:
Nirmani Amerasingehe, Director Customer Satisfaction Pacific Zone, CX & Global Supply Chain, Schneider Electric
- How can businesses build customer loyalty in the highly competitive e-commerce industry, and what role does personalisation play in this process?
- How can businesses effectively implement innovative technologies such as AI-powered chatbots, virtual and augmented reality, and voice-activated shopping to improve the customer experience?
- What steps can businesses take to protect their customers' data while still leveraging it to improve their online experience?
- What are your top tips for implementing a frictionless omnichannel strategy to provide customers with a seamless experience at every touchpoint of their journey?
- How can businesses measure the effectiveness of their customer engagement and retention strategies, and what metrics should they be tracking to ensure success?
- What steps are you taking to implement and communicate sustainable practices within your operations to meet rising consumer expectations?
SPEAKING PRESENTATION - The Power of Personalisation: Creating Memorable Customer Interactions at Each and Every Touchpoint
Owen Bolwell, Global Ecommerce & Digital Transformation, Total Beauty Network
- With consumers interacting with brands across an increasing number of channels, businesses must focus on making every interaction count. Join us as we explore the power of personalisation in building strong customer interactions. From understanding customer preferences and customer journey mapping to data analytics and AI, we'll discover the latest strategies and technologies that can help you identify and leverage these critical moments.
NETWORKING LUNCH
ROUNDTABLE SESSION 1 - Conversational AI - for a next generation bot experience
Clinton Alver, Conversational CX specialist, LivePerson
The global pandemic saw many race to accelerate digital CX.
Brands scrambled to understand changing customer needs, resolve problems quickly and prevent customer churn, all whilst trying to find process efficiencies, people productivity and revenue gains.
Some brands turned to chatbots to cope with the large influx - only to find themselves with irate customers and frustrated teams. Some even abandoned their bots. These “old school” bots have their use cases.
But in an environment where more consumers are engaging digitally, brands need today's AI-based chatbots that can better understand consumers' intentions and address inquiries quickly, allowing personalization at scale.
This session will discuss:
- Can bots really deliver exceptional CX without compromising on personalisation or scalability?
- What are the common mistakes to avoid when launching bot technology, and the quick wins to get you started with AI?
- What holds brands when taking the leap with automation and AI tech like proactive messaging and virtual assistants?
- How can next gen bots deliver a more humanised digital experience that optimises operational efficiency and opens new revenue streams?
ROUNDTABLE SESSION 2 - The changing digital landscape
Amalia Collins, National Marketing Manager, Colliers International
This roundtable will discuss strategies for:
- Information Sharing
- Multi-digital approaches
- Connecting all systems
ROUNDTABLE SESSION 3 - Building an online retail ecosystem
Malcolm Koh, Global Director, Customer Experience, Zendesk
This roundtable will discuss strategies for:
- eCommerce has seen a dramatic surge in recent years, and the retail ecosystem has changed dramatically as a result
- Each customer touch point is now an opportunity to win or fail - from e-commerce experiences, loyalty plans, bookings, click and collect and more
- In this roundtable we will discuss how to build an ecosystem using the best of breed technologies seamlessly so you can provide best in class CX
ROUNDTABLE SESSION 4 - Driving priceless loyalty and powerful growth
Raffaella Olah, Director Global Services, SEKO
This roundtable will discuss strategies for:
- eComm and cross border fulfilment
- Rounding out a strong loyalty offering with priceless experiences for customers
- Thriving on eCommerce during challenging business periods
- Partner marketing: new channels to reach your target audience
- Gain the loyalty and trust owned by other brands
- Sharing marketing experience, strategies, resources, workforce and talent
ROUNDTABLE SESSION 5 - Conversational AI - for a next generation bot experience
Clinton Alver, Conversational CX specialist, LivePerson
The global pandemic saw many race to accelerate digital CX.
Brands scrambled to understand changing customer needs, resolve problems quickly and prevent customer churn, all whilst trying to find process efficiencies, people productivity and revenue gains.
Some brands turned to chatbots to cope with the large influx - only to find themselves with irate customers and frustrated teams. Some even abandoned their bots. These “old school” bots have their use cases.
But in an environment where more consumers are engaging digitally, brands need today's AI-based chatbots that can better understand consumers' intentions and address inquiries quickly, allowing personalization at scale.
This session will discuss:
- Can bots really deliver exceptional CX without compromising on personalisation or scalability?
- What are the common mistakes to avoid when launching bot technology, and the quick wins to get you started with AI?
- What holds brands when taking the leap with automation and AI tech like proactive messaging and virtual assistants?
- How can next gen bots deliver a more humanised digital experience that optimises operational efficiency and opens new revenue streams?
ROUNDTABLE SESSION 6 - The changing digital landscape
Amalia Collins, National Marketing Manager, Colliers International
This roundtable will discuss strategies for:
- Information Sharing
- Multi-digital approaches
- Connecting all systems
ROUNDTABLE SESSION 7 - Building an online retail ecosystem
Malcolm Koh, Global Director, Customer Experience, Zendesk
This roundtable will discuss strategies for:
- eCommerce has seen a dramatic surge in recent years, and the retail ecosystem has changed dramatically as a result
- Each customer touch point is now an opportunity to win or fail - from e-commerce experiences, loyalty plans, bookings, click and collect and more
- In this roundtable we will discuss how to build an ecosystem using the best of breed technologies seamlessly so you can provide best in class CX
ROUNDTABLE SESSION 8 - Driving priceless loyalty and powerful growth
Raffaella Olah, Director - Global Services/SESS/Customer Service, SEKO Ecommerce
This roundtable will discuss strategies for:
- eComm and cross border fulfilment
- Rounding out a strong loyalty offering with priceless experiences for customers
- Thriving on eCommerce during challenging business periods
- Partner marketing: new channels to reach your target audience
- Gain the loyalty and trust owned by other brands
- Sharing marketing experience, strategies, resources, workforce and talent
NETWORKING BREAK
PANEL DISCUSSION - E-commerce Success Stories: Lessons from Industry Experts
Panellists:
Nicole McInnes, Director of Marketing and Commercial, ANZ, WW (Formerly Weight Watchers); CMO Top 50 2021
Jay Dixit, Head of Supply Chain, Delonghi Australia and New Zealand
Nicole Parker, Director of eCommerce and Marketing ANZ, Weber BBQ
Moderator:
Anny Havercroft, Head of Business Marketing, TikTok
- What are the key factors that contribute to the success of an e-commerce business?
- How can brands create a seamless and enjoyable customer experience across all touchpoints?
- How can retailers leverage data and analytics to improve their supply chain management and inventory control?
- What are some best practices for building and managing a successful e-commerce team?
- How can retailers stay ahead of the competition in a rapidly changing e-commerce landscape?
KEYNOTE PRESENTATION - Keeping up with Gen-Z: Navigating Complex Consumer Behaviours in the Digital Age
Mozi Zhang, Head of Online Merchandising, Kogan
- With a lifetime of unprecedented events, Gen-Z consumers have been shaped by a world of constant change, creating unique shopping habits that can be difficult to navigate. From inequality and ethical practices to cryptocurrency and technology, these consumers expect a shopping experience that aligns with their values and beliefs. In this thought-provoking session, we'll explore the complexities of Gen-Z buying habits and how retailers can adapt to meet their rapidly evolving needs.
CLOSING KEYNOTE PANEL DISCUSSION - The Future of E-commerce: Trends, Innovations, and Strategies for Success
Panellists:
Jacqui Wonder, Channel Director B2B e-Commerce, LEGO Australia & New Zealand
Michael Drew, eCommerce Head, ASEAN and South Pacific, The Coca-Cola Company
Lauren Crawley, Head of Digital, Ecommerce & Capability, Kimberly Clark
Moderator:
Jethro Grainger-Marsh, Head of Strategy and Solutions, Roche
- What key e-commerce trends are likely to emerge in the next few years, and how can businesses prepare for these changes?
- How will voice commerce change the way that customers interact with e-commerce platforms, and what are some of the potential benefits and drawbacks of this technology?
- What role will social media and influencer marketing play in the future of e-commerce, and how can businesses effectively leverage these channels to build brand awareness and drive sales?
- How do you see the use of customer data evolving in the future, and what opportunities and challenges do you anticipate in this area?
- In what ways will customer behavior and preferences continue to evolve in the coming years, and what are some strategies to stay ahead of the curve?
- What will be your key areas of focus in the coming year
CLOSING REMARKS FROM THE CHAIR AND END OF THE FORUM
NETWORKING DRINKS
POST EVENT REPORT
Download the post event report from our previous event.
Click here
pricing
plans
1 TICKET
$
569
-
Access to onsite mobile APP
-
Meals and refreshments
-
Access to all sessions
-
Presentation slides and photos
-
Access to eComm Marketplace
GROUP TICKET (2 - 4)
$
499
-
Access to onsite mobile APP
-
Meals and refreshments
-
Access to all sessions
-
Presentation slides and photos
-
Access to eComm Marketplace
GROUP TICKETS (5+)
$
449
-
Access to onsite mobile APP
-
Meals and refreshments
-
Access to all sessions
-
Presentation slides and photos
-
Access to eComm Marketplace
"The event continues to provide a fantastic opportunity to listen to peers, their journeys, opinions & lessons learnt. Once again I’m going away feeling inspired and energised. Thank you."
SUPER RETAIL GROUP
"The calibre of attendees is like no other event I attend in australia. This was a very impressive group of the country’s most senior professionals and presenters, while the suppliers on site have provided me with some greater insights around what I need to be changing with in my business."
Chevron
“First of all, can I just say this was one of the best conferences I have been to in the last 5 years. The calibre of attendees, suppliers and speakers was exceptional. Your team – were so helpful before and during the event. Well done, I'd be very happy to be invited back!”
20th Century FOX
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ATTENDEES
the
venue
Hilton Hotel Sydney
488 George St,
Sydney NSW 2000
Reception info
Telephone: (02) 9266 2000
Information: click here
