Welcome

Beyond transactions: Delighting customers in retail and hospitality through data mastery, AI and business agility

Sponsored by Hitachi

Thursday 14th March 2024

Brasserie of Light, Selfridges, London

Amid continued economic hardship and reduced consumer spending power, operators in retail and hospitality are looking for ways to gain an edge in customer engagement with cutting-edge technologies and data.

At this Retail Systems roundtable event sponsored by Hitachi Digital, senior industry peers will explore the transformation of retail and hospitality through data-driven customer engagement and Agile development methodologies and discuss how the fusion of these two pillars allows them to swiftly adapt to market changes, enhance customer experiences, and drive operational efficiency.

Experts from across retail, hospitality, software development, and data analytics will share perspectives on a wide range of topics like fostering an agile culture focused on customer needs, responding swiftly to shifts in consumer behaviour and preferences, and integrating continuous feedback loops into development processes to drive innovation.

Attendees will also discuss the use of predictive analytics to inform proactive decision making, personalisation engines to create tailored customer experiences, and innovative applications of AI and Gen AI to propel business innovation and operational change from front to back.

Topics for discussion:

● What are the key challenges facing retailers with regards to customer engagement?

● What does the idea customer experience look like in retail and hospitality, and how important is data mastery to achieving that?

● What are the main difficulties in reacting to market changes?

● What customer experience metrics matter most and how frequently are we gathering insights to inform iterations? How might we close potential gaps?

● What are retailers falling short with personalisation, and how can data and technology like AI propel us closer towards 1:1 engagement?

● How and where will Gen AI change the retail and customer engagement environment? Generating content, engaging customers, enabling increased agility?

● What cultural shifts around trust, transparency, accountability and customer orientation are required to transition towards truly Agile, personalised and lean operational models?

Timings for the evening:

18:00 – 18:30           Welcome and refreshments
18:30 – 20:00           Introduction to fellow guests and roundtable discussion
20:00 – onwards     Complimentary three-course dinner

Brought to you by Retail Systems