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eCommerce Show Logo (dark)

10am -1.30pm AEST

12pm -3.30pm NZST

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Day 1
25 May 2021
09:45

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Sit back, relax and enjoy our stellar speaker line up!

Speaking:

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May 25 | 09:45 - 09:55

Sit back, relax and enjoy our stellar speaker line up!

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Speaking:

10:00

Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks

 

Speaking:

Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks

May 25 | 10:00 - 10:02

 

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10:02

Keynote Panel Discussion: The state of play in digital and eCommerce – How brands are pivoting to meet changed consumer behaviour

  • Is the massive adoption of online shopping here to stay?
  • How fulfilment and delivery had to change in the wake of COVID
  • Future growth of Amazon and other marketplaces in Australia – the challenges and opportunities for retailers
  • Training your CX teams to deal with increasingly demanding customers
  • To what extent are customers prioritising brand over product?
  • How COVID threw out marketing forecasts, and how do we plan from here?
  • Facebook, Google + Australian Media Guidelines – where will this move next?

 

Speaking:

Mark Baartse

Outsourced Chief Marketing Officer, Top 50 CMO, Top 50 People in Ecommerce, (formerly) Chief Marketing Officer, Showpo

Steffen Daleng

Chief Marketing Officer, Booktopia

Dan Ferguson

Chief Marketing Officer, Adore Beauty

Travis Wright

General Manager, Esther & Co (#11 in eCommerce 2020)

Keynote Panel Discussion: The state of play in digital and eCommerce – How brands are pivoting to meet changed consumer behaviour

May 25 | 10:02 - 10:48

  • Is the massive adoption of online shopping here to stay?
  • How fulfilment and delivery had to change in the wake of COVID
  • Future growth of Amazon and other marketplaces in Australia – the challenges and opportunities for retailers
  • Training your CX teams to deal with increasingly demanding customers
  • To what extent are customers prioritising brand over product?
  • How COVID threw out marketing forecasts, and how do we plan from here?
  • Facebook, Google + Australian Media Guidelines – where will this move next?

 

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Speaking:

10:49

Thought Leadership Session: Commerce Personalisation: Why all the fuss?

  • What do we mean by personalising the journey in a commerce context?
  • Understanding who we are marketing to and why this matters
  • Lifetime customer value: is it a real metric?
  • Loyalty going forward: does it matter? If so, how to do it
  • BUT, does it work?

Speaking:

John Menagh

Commerce Solution Specialist, Sitecore

Thought Leadership Session: Commerce Personalisation: Why all the fuss?

May 25 | 10:49 - 11:15

  • What do we mean by personalising the journey in a commerce context?
  • Understanding who we are marketing to and why this matters
  • Lifetime customer value: is it a real metric?
  • Loyalty going forward: does it matter? If so, how to do it
  • BUT, does it work?
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Speaking:

11:15

Keynote address: The future of ecommerce - 7 trends that will shape commerce

Speaking:

John Batistich

Non-Executive Director, Zip Co, Foodco Group, General Pants Group/Ksubi, Winner of The Most Innovative CMO in Australia (CMO50)

Keynote address: The future of ecommerce - 7 trends that will shape commerce

May 25 | 11:15 - 11:51

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11:52

Thought Leadership session: The Five Big Bets

2021 is set to be another big year for the importance of CX, especially off the back of changes in customer behaviour last year. Zendesk's annual benchmark research always provides great insights into the customer experience trends for the year - today though they're going a step further and talking to us about the 5 big bets to take on CX this year. Helping us navigate those is their Chief Technology Officer, Adrian McDermott.

 

Speaking:

Adrian McDermott

Chief Technology Officer, Zendesk

Thought Leadership session: The Five Big Bets

May 25 | 11:52 - 12:04

2021 is set to be another big year for the importance of CX, especially off the back of changes in customer behaviour last year. Zendesk's annual benchmark research always provides great insights into the customer experience trends for the year - today though they're going a step further and talking to us about the 5 big bets to take on CX this year. Helping us navigate those is their Chief Technology Officer, Adrian McDermott.

 

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Speaking:

12:04

Case Study: Integration of digital and physical brand

  • What it really means to listen and understand your customers
  • Starting from the customer and working backwards
  • Why good design just makes sense – in store and online
  • Connect the dots of people in store – how to tell how much your online activity is influence in-store activity purchases
  • Achieving truly personalised experience – and how to deliver it in store and online

Speaking:

Mike Ainsworth

General Manager - Marketing, Barbeques Galore

Case Study: Integration of digital and physical brand

May 25 | 12:04 - 12:22

  • What it really means to listen and understand your customers
  • Starting from the customer and working backwards
  • Why good design just makes sense – in store and online
  • Connect the dots of people in store – how to tell how much your online activity is influence in-store activity purchases
  • Achieving truly personalised experience – and how to deliver it in store and online
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Speaking:

12:22

Thought Leadership Session: Combine Personalisation and Search To Boost Engagement And Customer Experience

Speaking:

Shehan De Silva

eCommerce Lead, Elastic

Thought Leadership Session: Combine Personalisation and Search To Boost Engagement And Customer Experience

May 25 | 12:22 - 12:34

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Speaking:

12:34

Case Study: Data and hyper personalisation - How to harness customer data to unlock the power of personalisation across multiple touch points

  • Understanding the tech landscape for personalisation – what is worth investing in on your personalisation journey?
  • How to effectively source secondary and tertiary data for personalisation
  • Creating automated programmes when someone makes their first purchase
  • Getting everything out of silos to have a single customer view
  • Delivering at scale through customer data platforms
  • What data privacy rules will follow the SPAM act? A GDPR style regulation in Australia?

Speaking:

Darren Gunton

General Manager – Marketing, Total Tools

Case Study: Data and hyper personalisation - How to harness customer data to unlock the power of personalisation across multiple touch points

May 25 | 12:34 - 12:54

  • Understanding the tech landscape for personalisation – what is worth investing in on your personalisation journey?
  • How to effectively source secondary and tertiary data for personalisation
  • Creating automated programmes when someone makes their first purchase
  • Getting everything out of silos to have a single customer view
  • Delivering at scale through customer data platforms
  • What data privacy rules will follow the SPAM act? A GDPR style regulation in Australia?
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Speaking:

12:54

Case Study: Streamlining the Supply Chain for Optimised Delivery and fulfilment

You have technology in place for selling the product, but you have to get the stuff to the customer. It’s the first and last mile delivery that causes the most challenges. Doing the basics is no longer good enough, and this speaker will speak to: 

  • What happened when they don’t do what they say they will do
  • Ensuring the product got to the customer – do you ask them or the delivery partner?
  • Click and collect - what’s next?
  • Importance of sync online with stock availability
  • Potential of an autonomous supply chain
  • Order fulfilment - How is this business leveraging inventory in locations?
  • Turnaround times with international shipping – how can you work around this?

 

Speaking:

Brendan Gillen

Head of E-commerce, Superdry (Top 50 in eCommerce 2020)

Case Study: Streamlining the Supply Chain for Optimised Delivery and fulfilment

June 18 | 12:54 - 13:17

You have technology in place for selling the product, but you have to get the stuff to the customer. It’s the first and last mile delivery that causes the most challenges. Doing the basics is no longer good enough, and this speaker will speak to: 

  • What happened when they don’t do what they say they will do
  • Ensuring the product got to the customer – do you ask them or the delivery partner?
  • Click and collect - what’s next?
  • Importance of sync online with stock availability
  • Potential of an autonomous supply chain
  • Order fulfilment - How is this business leveraging inventory in locations?
  • Turnaround times with international shipping – how can you work around this?

 

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1:18

End of Conference Day 1

End of Conference Day 1

May 25 | 13:18

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Day 2
26 May 2021
10:01

eCommerce Leadership Panel: Driving a culture for leading growth in your eCommerce business

  • How to identify the opportunities to grow eCommerce at scale
  • Where and how you should be growing - What metric should you looking at?
  • Building the right teams internally
  • Why marketing, CX and operations have to be in lock step in eCommerce
  • Handling unevenness between verticals - when some products people are uncomfortable purchasing online

Speaking:

Christopher Hatfield

Head of eBusiness Oceania, Nestle

Kelly Jamieson

Founder and Managing Director, The Edible Blooms Group Pty Ltd

Matthew Cavalier

Chief Growth Officer, Big Red Group (BRG)

Adam Saunders

Sales Manager, ChannelAdvisor

eCommerce Leadership Panel: Driving a culture for leading growth in your eCommerce business

May 26 | 10:01 - 10:53

  • How to identify the opportunities to grow eCommerce at scale
  • Where and how you should be growing - What metric should you looking at?
  • Building the right teams internally
  • Why marketing, CX and operations have to be in lock step in eCommerce
  • Handling unevenness between verticals - when some products people are uncomfortable purchasing online
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Speaking:

10:53

Thought Leadership session: Audience insights that power marketing strategy

Chief Technology Officer, Peter Day, presents on the challenges and benefits of audience insight platforms. He provides background on his own discovery track, trying to define not only what an insight is, but also how it can be harnessed in the real world.

 

Speaking:

Dr Peter Day

Chief Technology Officer, Quantcast

Thought Leadership session: Audience insights that power marketing strategy

May 26 | 10:53 - 11:16

Chief Technology Officer, Peter Day, presents on the challenges and benefits of audience insight platforms. He provides background on his own discovery track, trying to define not only what an insight is, but also how it can be harnessed in the real world.

 

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Speaking:

11:17

Shop Talk: Engage beyond the Engagement - Leveraging the power of social media to grow, convert & shine

In this session we will explore:

  • How to build a cult brand on the right social platforms
  • How to leverage obsessed customers & super fans
  • How to get influencers working overtime for free
  • How to energise your community by giving them the power
  • How to personalise online interactions using 1st person positioning
  • How to upend the social food chain by empowering nano-influencers
  • How to take advantage of LinkedIn, our greatest untapped social resource
  • How to make Facebook, Instagram, TikTok, Pinterest & Google Shopping work for you
  • How to measure accurate return on social ad spend
  • How to scale properly by making content that actually converts
  • How to cut through the noise to be the star of the show

Speaking:

Josh Howard

CEO & Founder, Single Use Ain't Sexy

Shop Talk: Engage beyond the Engagement - Leveraging the power of social media to grow, convert & shine

May 26 | 11:17 - 11:38

In this session we will explore:

  • How to build a cult brand on the right social platforms
  • How to leverage obsessed customers & super fans
  • How to get influencers working overtime for free
  • How to energise your community by giving them the power
  • How to personalise online interactions using 1st person positioning
  • How to upend the social food chain by empowering nano-influencers
  • How to take advantage of LinkedIn, our greatest untapped social resource
  • How to make Facebook, Instagram, TikTok, Pinterest & Google Shopping work for you
  • How to measure accurate return on social ad spend
  • How to scale properly by making content that actually converts
  • How to cut through the noise to be the star of the show
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Speaking:

11:38

Case Study: Capturing Customers Emotionally in a Digital World

  • Balancing hyper personalisation and data, with real experience of customers
  • Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any organisation?
  • What are the right channels to use?
  • How to apply self-service to a large customer base, without losing the personal touch
  • Achieving personalisation at all touch points

 

Speaking:

Mal Chia

Chief Marketing Officer, Ryder Wear

Case Study: Capturing Customers Emotionally in a Digital World

May 25 | 11:38 - 12:03

  • Balancing hyper personalisation and data, with real experience of customers
  • Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any organisation?
  • What are the right channels to use?
  • How to apply self-service to a large customer base, without losing the personal touch
  • Achieving personalisation at all touch points

 

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Speaking:

12:03

Fireside Chat: How to design your returns process for a frictionless customer experience

  • Ensuring solid returns policies and procedures that will support the CX journey: duration, conditions, exceptions, payment options and timeframes
  • Syncing up with your delivery partners for reduced delays
  • Tightening your process for completing customer payments
  • Tracking your data on product returns
  • Understanding what you should be looking for in your returns vendor landscape

Speaking:

Paul Waddy

CEO, The Horse (#2 in Top 50 People in eCommerce)

Brandon Soo

Head of eCommerce, Total Tools

Fireside Chat: How to design your returns process for a frictionless customer experience

May 26 | 12:03 - 12:46

  • Ensuring solid returns policies and procedures that will support the CX journey: duration, conditions, exceptions, payment options and timeframes
  • Syncing up with your delivery partners for reduced delays
  • Tightening your process for completing customer payments
  • Tracking your data on product returns
  • Understanding what you should be looking for in your returns vendor landscape
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Speaking:

12:47

End of conference

End of conference

May 26 | 12:47

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