VII Retail Channels 360° Forum

Agenda

Day 1: 18th October 2018

Registration and morning coffee

Official opening of the Forum and a networking session

Katarzyna Klimkiewicz, Program & Conferences Design Director, BLUE BUSINESS MEDIA
Dorota Bachman, CEO, PWN GROUP E-COMMERCE / RAVELO

PLENARY SESSION: THE FUTURE IS NOW!
OMNICHANNEL STRATEGIES FOR RETAIL CHAIN DEVELOPMENT

Topic will be presented soon
Case study: ALLEGRO

Jakub Kłoczewiak, Customer Experience Director, ALLEGRO

Q&A session

Panel of Presidents and Members of Management Boards
Sunday trade ban – an opportunity for e-Commerce?

Moderator:
Dorota Bachman, CEO, PWN GROUP E-COMMERCE / RAVELO

Panelists:
Dorota Pomacho-Pątkiewicz, Managing Director, PANDORA
Wojciech Kruszewski, President of the Management Board, LEWIATAN HOLDING
Michał Pawlik, President of the Management Board, MORELE.NET
Damian Zapłata, Member of the Management Board, CCO, ALLEGRO

  • How to optimise and remodel operational processes connected with the ban?
  • Are showrooms a proper answer to the ban on Sunday trading?

Coffee break

Extinction of mobile applications

Michał Waszkiewicz, Strateg, e-point
Michał Szklarski, Solutions Architect, e-point

  • Are you frustrated by the costs of development and maintenance of a mobile application?
  • you wanted to build an application, but you could not afford it
  • the effects of the application are disappointing you

PWA comes to the rescue: technology that allows you to offer mobile experiences aplikacja, zobacz, Similar to a native application, see how they are used by AliExpress, Forbes and Starbucks

Q&A session

Topic will be presented soon

Ali Avcı, Sales Director, Central, and Eastern Europe, INSIDER

Q&A session

Lunch and splitting into 5 parallel sessions: tailor the agenda to your needs!

PARALLEL SESSIONS
E-COMMERCE SESSION
From integrating on- and off-line channels to the Customer in the heart of action

Moderator:
Paweł Wojciechowski, Business Director, PERFORMICS / PUBLICIS MEDIA

Quid pro quo - the Customer always in the center, but not at all costs – about doing our best and challenging the Customers
Case study: woblink.com

Paweł Polański, CEO, ECOM GROUP

  • From a simple application to a large store with thousands of tangible and digital products, multiple formats and an ecosystem of applications
    (Warning! It can get scary at times. Only for strong-minded audiences.)

Q&A session

The client at a premium - how to use customer lifetime value in affiliate marketing

Patrycja Ścisłowska, Head of Business Development, AWIN
Katarzyna Fotyga,, Senior Sales Manager, AWIN

  • what is the customer lifetime value and how it is used in the company's strategy
  • customer lifetime value in the affiliate program
  • using additional data to increase the value of the consumer
  • why it is worth investing in current clients

Q&A session

Integrating on- and off-line channels in organisations – still a considerable challenge
Case study: PANDORA

Jarosław Agatowski, Interim Ecommerce and Online Manager CEE, PANDORA

  • How to turn business into an integrated sales channel rather than have a brick-and-mortar store with a separate on-line shop
  • Multichannel integration of marketing communication and cross-channel synergy of personalised messages – difficult terms or the ABC of tomorrow’s marketing?

Q&A session

Coffee break

Payment system - expectations versus reality

Bartosz Witczak, Key Account Manager, Krajowy Integrator Płatności

Q&A session

The Internet does not forget – a powerful weapon in the hands of the Customer
Case study: INTER CARS

Jakub Gierszyński, Director of e-Commerce and I’M Inter Motors Marketing, INTER CARS

  • What’s visible on the Internet?
  • Examples of excellent approach towards the Customer
  • KO! What can 1 voice do?

Q&A session

Where to look for savings in e-Commerce? – a discussion to sum up the session

Moderator:
Paweł Wojciechowski, Business Director, PERFORMICS / PUBLICIS MEDIA

Panelists:
Tomasz Strzelczyk, Managing Director, EBUTIK MARKETPLACE
Jaroslaw Ruciński, Director of the On-line Store, BBK (HOME&YOU)
Tomasz Sawicki, Dyrektor e-Commerce, CEFARM24.PL
Jakub Gierszyński, Director of e-Commerce and I’M Inter Motors Marketing, INTER CARS

  • The chain is getting shorter and shorter – about cooperating directly with suppliers
  • The changing role of agencies and affiliation networks in cooperation with e-Commerce

Q&A session

OMNICHANNEL SESSION
Strategies of development for retail 2020

Moderator:
Bartosz Ratajewski, Director of e Commerce Development
e‑Commerce, MEDIAEXPERT.PL, ELECTRO.PL, AVANS.PL

Contemporary Odyssey of the Future: the Customer yesterday and tomorrow
Case study: SOLAR

Stanisław Bogacki, President of the Management Board, SOLAR

Q&A session

Transactional emails, 80% information, 20% promotion

Katarzyna Garbaciak, Managing Director, EmailLabs 2

Q&A session

From selling from ‘Maluch’ to unforgettable consumer experiences of football enthusiasts

Marcin Radziwon, CEO, R GOL.com

Q&A session

Coffee break

How to build a great Online Customer Experience

Daniel Viglas, Value Delivery Consultant, Exponea

Q&A session

10 practical lessons on content marketing
Case study: WESTWING HOME & LIVING

Przemysław Kowalewski, Founder and Managing Director CEE, WESTWING HOME & LIVING

  • From performance marketing to content marketing
  • Content distribution tactics

Q&A session

Omnichannel – ‘mature’ understanding of the Customer’s needs
Case study: EMPIK.COM

Szymon Bujalski, Director of e-Commerce, EMPIK

  • Using mobile technologies for creating omnichannel solutions
  • Cooperation between off- and on-line stores; using the potential of reaching the customers
  • Cross channel loyalty programme – how to best understand the omnichannel customer?

Q&A session

EFFECTIVE RETAILER:SUPPLIER COOPERATION SESSION
Synergy of action as the key to increasing Customer satisfaction

Moderator:
Patrycja Herbowska, Client Director, NIELSEN

How to translate rich content into retail sell-in sell-out results
Case study: COTY

Anna Sternicka, E-Commerce Manager Eastern Europe (EE), COTY

Q&A session

Perfect retail. Perfect relationship. Synergy of action between the retailer and supplier in marketing campaigns using 360o communication
Case study: SUPER-PHARM POLAND

Katarzyna Wyszyńska, Digital Manager, SUPER-PHARM POLAND

Q&A session

Personalisation based on data: how to increase conversion effectively
Case study: STRAUSS CAFÉ

Zbigniew Iwański, E-commerce Manager, STRAUSS CAFÉ

  • Adjusting communication to segments of users on the basis of historical data
  • Using prediction analytics – is it worth the effort?

Q&A session

Coffee break

Future of e-commerce - conclusions from the latest research

Patrycja Herbowska, Client Director, NIELSEN

Q&A session

The Polish B2B market at the background of the global trends in 2018. Conclusions from the e-point and the Mobile Institute report

Wawrzyniec Hyska, Business Development Director, e-point
Katarzyna Czuchaj-Łagód, Managing Director, Mobile Institute

Q&A session

CX IN E-COMMERCE SESSION
Offer your heart to the Customer or die

Moderator:
Jacek Powałka, Director of Marketing, EXPONDO.COM

Functional omnichannel features for customer convenience and increased sales
Case study: JULA

Margareta Boström, Consumer Behavior Expert, Business Developer, JULA AB

  • How Jula connect the dots in the customer journey by smart digital functions
  • Why easy is profitable

Q&A session

ROPO effect - how to manage advertising traffic from online to off-line

Tomasz Jablonski, Founder&CEO, Qpony

  • the efficiency of the mobile channel in increasing sales
  • mobile as a tool for generating traffic in stationary stores
  • case study of the largest influencer of Polish shopping baskets

Q&A session

Strategy based on customer focus
Case study: ALLEGRO

Kornelia Musiałowska-Kałużna, Senior Customer Experience Manager, ALLEGRO

  • Client or Partner? Personalized service for Buyers and Sellers
  • from competence silos to process management Case study: ALLEGRO

Q&A session

Coffe break

How to implement Customer Experience in omnichannel, building the best, coherent, Customer experience in all points of contact
Case study: MEDIA MARKT SATURN

Anna Kotuniak-Partycka, Head of Customer Experience, MEDIA MARKT SATURN

  • Omnichannel Customer Experience – what it means and how it looks in practice
  • How to implement Customer Experience strategy in omnichannel successfully, and what challenges to prepare for?
  • Employee Engagement – how to engage employees into building coherent customer experience?

Q&A session

After sales experience – are we doing everything to make the customer come back to us?
Case study: AVON

Marzena Biernat, Senior Customer Service Manager POLAND, AVON COSMETICS POLSKA

  • The style and form of communication as the most important factors impacting the willingness of the Customer to cooperate with the company again
  • Awareness of Customer experience as the aim of the whole organisation

Q&A session

Employee Experience and its influence on the results of an organisation making use of the opportunities offered by multichannel contact with the Customers
Case study: DHL EXPRESS (POLAND)

Marta Wojewnik, Customer Service Director International, DHL EXPRESS (POLAND)

  • Employee Experience, Customer Experience – how to determine priorities?
  • Invest in motivation – it pays off in the company’s results

Q&A session

INNOVATIONS AND TECHNOLOGIES IN E-COMMERCE SESSION

AI in e-Commerce – checking the results!
Case study: MORELE.NET

Aleksandra Nowosielska, Product Owner, MORELE.NET
Maciej Jaros, Technical Team Leader, MORELE.NET

  • How to use AI in drawing up a pricing policy?
  • How to use AI in drawing up a warehouse management policy?

Q&A session

Change of financing models for online purchases

Grzegorz Długosz, CEO, Comperia.pl

Q&A session

Voice search – is there potential for it in grocery shopping?

Iwona Wojna, E-commerce Manager, PEPSICO

Q&A session

Coffe break

Do not buy a cat in a sack. The quality of product data and online sales

Magdalena Krasoń-Wałęsiak, e-commerce Manager, GS1 Polska

  • look and you will find, or what you do not know about data on the Internet?
  • impact of product data on e-sales - research results
  • global product catalog and international expansion of e-stores

Q&A session

Progressive Web Apps (PWA): websites as mobile applications

Piotr Kowalski, Senior Analytical Consultant, GOOGLE POLAND

  • native applications vs. websites
  • discussing the possibilities of PWA as a powerful technology for creating mobile websites

Q&A session

The Ceremony of Trusted Shops 2018 & an evening meeting for Forum Participants
  • the Announcement of Trusted Shops 2018 Ranking by Ceneo.pl
  • handing out awards for Online Stores in 14 categories
  • networking, delicious snacks, good drinks - this is a unique opportunity to informally summarize the first day!

End of the first day of the Forum

Day 2: 19th October 2018

Registration and morning coffee

Official opening of the second day of the Forum and a networking session.

Katarzyna Klimkiewicz, Program & Conferences Design Director, BLUE BUSINESS MEDIA
Dorota Bachman, CEO, PWN GROUP E-COMMERCE / RAVELO

PLENARY SESSION: THE FUTURE IS TOMORROW

Omnichannel - Building a coherent experience

Marcin Barański, CEO, VOX FURNITURE, VOX COMPANIES, VOX RETAIL

Q&A session

How to build a competitive advantage with modern payment solutions

Natalia Wieczorek, Sales Manager, PRZELEWY24

Q&A session

Panel Discussion of Presidents: Retail from scratch – shopping 2020

Moderator:
Dorota Bachman, CEO, PWN GROUP E-COMMERCE / RAVELO

Panelists:
Katarzyna Kazior, CEO, Żabka
Przemysław Kowalewski, Founder and Managing Director, WESTWING HOME & LIVING CEE
Piotr Nowjalis, Independent expert and counsel, member of management boards, i.a. CCC SA and Dino Polska SA

  • Customers of the future: digital, independent, expecting a comfortable shopping process – they already exist, the question is whether we can meet their needs
  • What will shopping look like in 2020?
  • Voice assistants and automatic ordering of supplies by intelligent refrigerators – will it happen in Poland?

Coffe break

Top 5 prios 2018 on the CDO agenda

dr Armand Farsi, Director eCommerce Competence Center, Arvato SCM Solutions

  • speed is king
  • courage
  • agility / scrum
  • technology architecture: microservices and cloud
    • omnichannel & marketplaces/platforms
    • international: how to lo localize
    • mobile: responsive vs. app vs. PWA
    • data: from transactional to customer metrics

Q&A session

The growing role of m-Commerce shopping
Case study: CARREFOUR POLAND

Michał Wójcik, Head of Marketplace, CARREFOUR POLAND

Q&A session

How to treat your customers as individuals: Tips for creating a successful personalized digital marketing campaign


1-2-1 personalization is becoming the standard in email marketing but how do you ensure that you are treating your customers as individuals and reaching out to them at the best time and with relevant content? One thing is for certain, human driven personalization simply doesn’t scale. So if you want to attend to your customers’ ever increasing demands, you need to start leveraging AI driven technologies.

Eva Smit, Sales Manager CEE, Emarsys

Q&A session

Lunch and splitting into 4 parallel sessions: tailor the agenda to your needs!

PARALLEL SESSIONS
E-COMMERCE SESSION
Offer your heart to the Customer or die

Moderator:
Paweł Wojciechowski, Business Director, PERFORMICS / PUBLICIS MEDIA

Topic will be presented soon

Michał Russak, Consultant

Q&A session

Technological and logistic aspects of foreign expansion for the Polish e-Commerce business
Case study: ANSWEAR.COM

Bogusław Kwiatkowski, COO, WEARCO (ANSWEAR)

  • Is expansion easier and quicker for e-Commerce than traditional retail?
  • What problems do we have to face while trying to serve the Customer abroad quickly and professionally?
  • How to prepare for transporting goods, handling returns and efficient communication with the Customer?

Q&A session

How to deal with the growing problem of a lack of specialists in Poland? – panel discussion of e-Commerce directors

Moderator: Paweł Wojciechowski, Business Director, PERFORMICS / PUBLICIS MEDIA

Panelists:
Monika Majewska, Director of e-Commerce, ENDO
Daniel Rogiński, E-commerce Director CEE, EOBUWIE
Maciej Hodowany, e-Commerce Manager, TESCO

  • What and how to demand?
  • How much can you raise the salary and does it really work?
  • Training or Employing?
  • What/Who to invest in?
  • Automatisation of processes – will it suffice?

Q&A session

End of the Forum

OMNICHANNEL SESSION
Coherent communication – aim or standard?

Moderator:
Bartosz Ratajewski, Director of e Commerce Development, MEDIAEXPERT.PL, ELECTRO.PL, AVANS.PL

Omnichannel - inside out!
Case study: RISK MADE IN WARSAW

Małgorzata Olszewska, Consultant

  • Who is responsible for the success of omnichannel strategy in an organisation?
  • Chances and risks of implementing omnichannel
  • How to build synergy among the channels?
  • Where to concentrate our force when everything starts to crumble?

Q&A session

Innovations in omnichannel. Discover the recipe for increasing sales

Jarosław Kubisiak, Managing Director, I SYSTEMS

Q&A session

Smart Shopper in omnichannel communication - what (whom) he listens to and how to talk to him/her?

Marcin Opaliński, Head of Marketing, TICKETMASTER POLAND

  • smart living & smart shopping today and tomorrow - opportunities and ... challenges that go with it
  • consumer travel channels in smart shopping: on-line / offline / mobile
  • campaign effects

Q&A session

How to use social media for attracting customers to the store?
Case study: HOMLA

Sylwia Wojda, Marketing Manager, HOMLA

  • digital Customer Expierience
  • coherent communication in social media vs. offline channels (with particular emphasis on BTL)
  • the role of Influence Marketing in SM communication strategy

Q&A session

End of the Forum

EFFECTIVE RETAILER:
SUPPLIER COOPERATION SESSION

Moderator:
Tomasz Mazur, Ecommerce Division Manager, Navo Orbico

E-Commerce B2B, meaning B2C squared
Case study: SIG

Bartosz Pilch, E-commerce & Marketing Director, SIG

  • Evolution in B2B approach to the digital domain
  • Similarities and differences between B2B and B2C
  • Discovering the Customer’s needs is the key to success

Q&A session

Modern and traditional channels in the construction materials’ segment – two faces of a supplier and distributor
Case study: FAKRO

Dariusz Pala, Commercial Direcor, FAKRO

Q&A session

Ecommerce transformation: is ecommerce a new sales channel or a fundamental change of organization?

Justyna Dziegieć, E-commerce Lead Poland, UNILEVER

  • processes: what changes require digitization
  • consumers: a new look at consumer journey
  • employees: tame digital

Q&A session

End of the Forum

INNOVATIONS AND TECHNOLOGIES IN E-COMMERCE SESSION

Moderator:
Sebastian Starzyński, CEO, TAKETASK, ABR SESTA

E-commerce around the mobile, or what’s outside of text messages

Andrzej Ogonowski, Brand and PR director, SMSAPI

  • how to effectively use the SMS channel in e-commerce
  • how mobile changes expectations of the e-client
  • whether mobile A.I. in e-commerce makes sense?

Q&A session

Bot or not Bot in Customer service
Case study: ORANGE

Remigiusz Franek, Director of Digitalisation and AI Development, ORANGE

  • When is it worth to begin a bot project, how to assess its profitability?
  • What channels should a bot operate in?
  • How much and what kind of work awaits us in a project like this?
  • Where are the problems that have to be tackled?

Q&A session

B2B and B2C = how to level the barrier against online shopping of products and services for business
Case study: EXPONDO.COM

Jacek Powałka, Director of Marketing, EXPONDO.COM

Q&A session

End of the Forum