Keynote Panel Discussion : What Will Excellent Online Customer Experience Look Like By 2025 And What Should The Sector Be Doing Now To Prepare?

27 Apr 2022
Headline Theatre

The moderator will ask some of the following questions as well as asking the audience to offer some questions of their own :

  1. How will the online customer experiences of 2025 differ from 2022 and how can the industry prepare today to deliver upon them?
  2. How will AI be used to improve online customer experiences over the next three years?
  3. Which recent technology innovations will deliver the best experiences for customers online in three years times and how can retailers embrace them effectively?
  4. What will customers expect of the delivery experience in 2025 and how can this best be achieved?
  5. What role will social media play in excellent customer experience over the next three years?
  6. How will we take the best experiences of stores and translate them online by 2025?
  7. How important will AR and VR be in the online customer experience of 2025?
  8. What brand values will be a more important part of online customer experience over the next three years?
  9. How can omnichannel retailers best compete with the pureplays in the area of online customer experience?
Kathryn Malloch, Head of Group Customer Experience - Halfords
Soraya Fedyk, Head of Customer and Online Marketing - Blackwell's Bookshops
Laura Rosenberger, Co-Founder - Laylo