Chaired by: Emma Clarke, Product Manager, Metapack; Jo Causon, CEO, Institute of Customer Service; Chris Kellner, VP Sales and Partnerships, Digital Genius; Martyn Oakley, Customer Operations Director, Laithwaites Wine

Power Panel: The retention puzzle: holding on to customers in the eCommerce boom

The dramatic changes to consumer lifestyles, combined with fast-tracked ecommerce growth, has ushered in a whole new generation of online shoppers. How has this shift affected buying behavior, and – most crucially – is it impacting customer loyalty? In this session, a panel representing the full industry spectrum discusses strategies to retain new customers in an environment where consumer behavior is changing rapidly.