Breakfast Briefing: Securing and optimising customer experience in a digital world

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January 2020 - Hotel Cafe Royal, London.

This breakfast briefing will address the clash between creating an excellent digitally-inspired customer experience while also being mindful of security in today’s digital world.

Customers are increasingly living their (best) lives online – sharing millions of photos every day and engaging with brands both online and in real life. And, quite rightly, retail has taken this as a massive opportunity encouraging this conversation on multiple levels, from social media all the way to using smartphones in-store – think Bluetooth beacons and in-store Wi-Fi tracking.

But in a post-GDPR world, when society is still reeling from the Cambridge Analytica scandal, are customers more wary about sharing their data? Throw in headlines about facial recognition hitting the high street and consumers are quite right to be more than a little concerned, leading to them to become more guarded with their personal data.

In this briefing, we will discuss the balance between best-in-class customer experience and data security. Come along to Café Royal on January 2020 to enjoy breakfast on Essential Retail and listen to a panel of experts tackle the following:

  • Is the concern around data and privacy putting a blocker on innovative shopping experiences?
  • What should retailers be thinking of when rolling out innovative shopping experiences?
  • The data value exchange – what are customers willing to share their data for? Is 20% off your first shop worth signing up to an email marketing campaign that will litter their inboxes?
  • Are millennials more likely to share data than Gen X? How do different customer segments approach data and customer experience differently?

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