Martin Newman, Founder, The Customer Group

The roadmap to customer centricity

Retailers and brands are always being told what they need to do to put customers first. And the importance of doing so. But what are the key building blocks for driving customer centricity and how do you prioritise all the initiatives you could be implementing while understanding what their commercial impact might be? Martin will draw on his years of experience in multichannel retail operations to provide his insights about the key building blocks for customer centricity including changing consumer behaviour, how to leverage technology to provide the experiences consumers seek, the importance of an employee first culture, social responsibility and how to create a brand with purpose and how to drive customer engagement and lifetime value.