SOLD OUT – Radical Customer Centricity: Why Retail Is All About Service
Picture: NTT DATA Corporation
THE INTERNATIONAL RETAIL SUMMIT IS FULLY BOOKED. SIGN UP FOR THE WAIT LIST BY EMAIL.
Omnichannel. productivity per square metre, self-checkout, call center bots – could be of yesterday’s concern, soon. Even today, it’s not products that win customers over, but services. Who is most accommodating, who delivers quickest, who has the simplest payment system, which technology-tools provide real added value? And who knows me so well that every offer they send me is relevant?
The retail formula from now on is: service is twice as important as products. The winner is whoever has the most direct access to the consumer – whether it’s a media corporation, brand manufacturer or online platform. Amazon is competing with Instagram and Miles and More at the gates of classic retail models. The classic supply chain is being broken down into individual stages and put together again around the user.
This raises the following questions which we are going to discuss at the 67th International Retail Summit:
- Who is best-prepared for this new customer world?
- From customer to networked user: which services will win?
- How much should we still invest in the old world, is the constant renovation of shopping malls still worthwhile?
- Will unprecedented consolidation threaten retail?
Thursday, 7 September, 10.00 – 17.45
David Bosshart (CH), CEO, GDI Gottlieb Duttweiler Institute
From Customer to User: Why Retail Is All About Service
Chris Sanderson (UK), Co-Founder, The Future Laboratory
Retail Futures: The New Customer
Daniel Grieder (NL/CH), CEO, Tommy Hilfiger Global and PHV Europe
The Right Mindset: Moving at the Speed of Innovation and Digitalisation<
Tiziana Primori (IT), CEO, Eataly World
From Supermarket to Theme Park: The Next Revolution in Food Experience
Herbert Bolliger (CH), Chief Executive Officer, Federation of Migros Cooperatives
Customer in Focus: Learnings for the Future
Markus Kaser (AT), CEO, Interspar Austria
The New Retailer: How Customers Become Guests
Willy Oergel (DE), CEO, E. Breuninger
Comparison Trap: Differentiation Through Service
Nick Brackenbury (UK), CEO, NearSt
From Click to Mortar: Why Physical Stores are the Future of Online Shopping
Conversation with Nick Brackenbury and Thomas Herbert (CH), CEO, Globus
Tomorrow's Department Store: Store Without Goods, Goods Without Store?
Amber Case (US), Fellow at Harvard University, Visiting Researcher at MIT
Calm Technology: When Devices Make Us More Human
Flying Networking Dinner
Shuttleservice: Transfer to Hotel Sedartis and Thalwil train station
Friday, 8 September, 09.00 – 13.00
Stéphane Garelli (CH), Professor, IMD Business School and University of Lausanne
The World in Reset Mode: A Competitiveness Outlook for 2018 and Beyond
Josie Cartridge (UK), Customer Director, River Island
Get Personal: Engage Your Customers
Christian Viatte (CH), CEO, Mila
Crowd Service: When Your Neighbour Sets Up Your Smart Home
Charlotte Kenny (UK), Head of Fan Services, Arsenal
Emotions Management: Why Football Fans Are More Than Customers
Patrick Schrems-Moreira (DE), Global Director Retail Concepts / Innovation & Strategy, Adidas
Shop-Transformation: How Customers Become Humans
Farrah Hamid (UK), Co-Founder, Prettly
Beauty at Your Doorstep: How a Platform Transforms the Salon Experience
Mario Sixtus (DE), Journalist and filmmaker
Recommendation Algorithms: New Adventures and Anecdotes!