eTail Europe 2017

20 - 22 June, 2017

Queen Elizabeth II Conference Centre, London

+44 20.7368.9465

 Patrick Osborne
Patrick Osborne Head of Strategic Insight & Reporting QVC
Patrick Osborne has worked with customer data analytics for 25 years in a variety of industries and sectors, beginning in direct mail fulfilment and events organisation.  He worked on the implementation of Nectar, the first multi-retailer loyalty programme in the UK, and has also spent time in the university sector, financial services and as a management consultant advising firms on the expert use of their customer data. He now works for QVC, one of the world’s largest direct selling retailers as the Head of Customer Insights & Analysis.

Day 2: Digital Transformation - Wednesday, June 21st

3:05 PM MOBILE PANEL REVOLUTION: Create Mobile-First, Customer-Centric Campaigns

Join three retailers who are embracing major external and internal change, keeping the customer front of mind and earning company-wide commitment to mobile. You’ll leave this session with strong understanding of not only what your customer values, but also the value the mobile customer represents to your bottom line:

Leverage mobile as a research tool and a transaction tool
Help your customer move through your mobile offering at lightning speed

Connect the dots across screens, channels and teams

Day 3: Online Customer Engagement - Thursday, June 22nd

12:25 PM SOCIAL PANEL REVOLUTION: The Role Of Social Media In The Customer Journey

Our panelists have used successful social programs to retain customers and keep them engaged.  They’ll talk through how they’ve approached different social initiatives, how they’ve measured the success of their programs, and how you can take advantage of all that social programs have to offer. 

Setting up team infrastructure to manage social engagement programs
Measuring feedback from social channels and developing the correct KPIs 
Assessing tools to help monitor what the customer is saying about your brand 
Building earned media programs to create stories and narratives that are low cost