Customer experience in an omnichannel world – join the masterclass
To deliver outstanding customer experience in an omnichannel world you need to transform your approach to business. Putting the customer at the core requires a holistic approach across every part of your brand, instore and digital – sales, marketing, service, operations, systems and processes, supply chain and even your corporate culture.
At SAP Hybris first Commerce Masterclass you will learn about how four years after the collapse of Borders and Angus & Robertson; Bookworld – the online retailer that emerged from their ashes – became the fastest growing online book business in Australia.
James Webber, former Bookworld CEO, will discuss how in 2014 he led the company’s move from a third party e-commerce platform to SAP’s hybris platform, boosting sales and enabling Bookworld to better manage its 1.5 million registered customers and product range of 23 million SKUs plus 14 separate suppliers. The success was a huge part of the deal struck with Booktopia in 2015.
Join special international guest, Don Peppers as he outlines commerce trends in Australia and methods to secure competitive advantage. Don is widely credited as having launched the world-wide CRM revolution. He was recently named by Accenture as one of the “Top 100 Business Intellectuals,” and the UK’s Chartered Institute for Marketing regard him as one of the 50 “most influential thinkers in marketing and business today.”
To learn more about how to get started in omnichannel commerce, Graham Jackson, senior vice president, SAP Hybris for APJ & Greater China will examine the needs of today’s digitally native consumer and how companies can deliver customer experiences that delight regardless of touchpoint.
The event will feature an interactive panel session focused on going beyond commerce, examining how traditional CRM systems are no longer enough and how organisational silos need be to broken down to deliver a customer-centric model. Forward thinking companies are investing in integrated toolkits spanning marketing, commerce, service and sales to create seamless experiences across all channels.
Specifically designed for marketing, digital and IT leaders, the event will feature an interactive panel session focused on examining how traditional CRM systems are no longer enough and how organisational silos need be to broken down to deliver a successful digital commerce strategy.
The Commerce Masterclass is being held on Friday, March 18 from 8.30am to noon at Alto, top floor of the GPO Building on the corner of Elizabeth and Bourke Streets, Melbourne. For more information, or to register to attend the Commerce Masterclass FREE of charge, visit http://www.hybris.com/en/beyond-crm-conversation-melbourne