eTail Europe 2017

20 - 22 June, 2017

Queen Elizabeth II Conference Centre, London

+44 20.7368.9465

Charlotte Briscall Head of Digital Experience Sainsbury's


Day 2: Digital Transformation - Wednesday, June 21st

9:10 AM FIRESIDE CHAT: What Was, What Is & What Will Be - Taking The Next Steps In Digital Experience

What distinguishes customer-centric organisations from other companies that proclaim their customer focus? In short, they’ve re-oriented their entire operating model and eCommerce design around the customer, increasing profitability in the process. Charlotte is a digital director of design with over fifteen years experience working in both large in-house creative teams and agencies. Here Charlotte takes you on Sainsbury’s digital experience journey so far and offers valuable lessons that can be applied in your own retail environment:

Define the customer experience, then deliver it in a completely channel-agnostic way
Constant testing of mobile and desktop features and functionality to keep ahead of customer expectation
Invite customer feedback and take action on it to make their journey frictionless