eTail Europe 2017

June 19-June 21, 2017

Queen Elizabeth II Conference Centre, London

44 20.7368.9465

Martin Gill

VP & Research Director - Digital Strategy & Experience

Martin Gill, VP Research Director, serves digital business professionals. He leads the development of Forrester's digital business transformation playbook, focusing on how firms must rethink their business strategies to compete in the digital age. His research covers digital maturity, helping digital business leaders understand how to evolve their culture, organization structures, and staffing; their approach to technology investments; and their success metrics to advance their digital sophistication. He is based in the UK and covers global trends.

Omnichannel & Online Growth

2:10 PM KEYNOTE: The Future Of Retail Experience: Bridging The Digital / Physical Divide

The physical and digital worlds are converging, and retail is at the epicentre of disruption. Interactive video displays extend endless aisle eCommerce into the retail stores. Mobile instruments your customers as they browse your stores. Connected coffee machines automatically reorder your favourite drinks. These examples are emerging today, but they’ll be mainstream tomorrow. But the physical/digital divide isn't binary, it's a continuum. In this new world, retailers can’t separate physical and digital experience strategies. You need to rethink your omnichannel customer experience to get ahead of the game. Forrester will show you:

•How are customers really embracing emerging technologies?
•Why is customer obsession at the heart of new retail business models?
•How must business and technology teams collaborate to serve customers?