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Evolving e-commerce

Decoding Digital: Evolving E-commerce – 10 July 2020


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We’re excited to announce our next Decoding Digital event, on 10 July 2020.
This is our first Decoding Digital in Zoom webinar format, and we’re delighted to welcome three special guest speakers.
Each of our guests has extensive e-commerce customer and technology experience, so this promises to be a fascinating and insightful event.

  • Stuart Pick – VP of Global Alliances – Brightpearl
  • Jo Kimber – Managing Director – Granby
  • Chloe Sinclair – Partnership Manager Technologies and Agency – dotdigital

Your host for the webinar is Leon Calverley, Managing Director of Door4.

We’ll hear a concise presentation from each of our panellists, as they each explore how technology evolution in the e-commerce world is improving customer experience and operational efficiency.

The webinar session will last approximately 1 hour. The three presentations will last approximately 45 minutes in total, and will be followed by a Q&A, allowing attendees to quiz each of our experts.

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Full details of each of our panellists are below:

Joanne Kimber – Granby

Joanne the Managing Director and owner of the multi-award winning Granby Marketing Services Limited. Joanne has developed the promotional marketing business into a the supplier of choice for outsourced 3PL. Working with product owners on both B2B and D2C channels, supporting start-ups through to fully established businesses to accelerate their opportunity for growth. Joanne has developed software to support the integration of ecommerce platforms into Granby’s own internal infrastructure focusing on the customer experience at every touch point.

Having joined Granby in 2000 to support the acquisition of the business she then formed a management buyout in 2013 and continues to define and evolve the business as customer shopping behaviours change.

Exploring the customer experience and why marketplaces have limited capability in delivering brand relations.

Joanne will share her experience on:

Customer service and tips in how this will help build and grow your brand

Personalisation and the role it plays in e-commerce

Ethical and environmental credentials in e-commerce

Stuart Pick – Brightpearl

Stuart is VP of Global Alliances for Brightpearl. Stuart joined Brightpearl in August 2011 and is now responsible for the company’s global partnership strategy; across both new and existing alliances, as well as agency and technology partners. Stuart has more than 15 years experience working in saas businesses, and now helps to extend the capability of the platform through partnering with other technologies.

How efficient fulfilment drives positive customer reviews

Research shows that 77% of all negative online feedback given to merchants by consumers is not what is being sold, the product, but the way that those orders are being fulfilled. With acquisition costs more than doubling in the last 3 years, repeat customers and loyalty is top of the agenda for retailers looking to increase customer lifetime value.

Stuart will be providing some insight into that research as well as how automation can remove the most common operational issues for growing merchants.

Chloe Sinclair – dotdigital

Chloe has worked at dotdigital for over two years helping all types of businesses grow their online sales through customer engagement.

Hitting the mark – from email marketing to omnichannel automation

Dotdigital have produced an ecommerce report of 100 brands that offers more insight than ever before. We have dug deep to discover that some brands are taking impressive steps to improve the customer experience. But, we also found that others were falling at the last hurdle, unable to fully deliver on a customer-centric strategy.

In this webinar we examine our key findings and uncover the data, channels, and tactics you need to make your customer experience dreams a reality. Areas we will be covering include:

Email experience – from subscription to key marketing automations like welcome and abandoned cart, we will look at the tactics brands should be using as best practice.

Omnichannel experience – we studied the customer journey across five channels and will share with you how far brands are meeting customers’ demands for omnichannel accessibility.

User experience – expanding our remit beyond marketing channels, we will investigate the nline experiences that boost customer activity and retention like chat.


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We have a lot to talk about.

Door4 opinions and insight - exploring performance marketing, communications and optimisation.

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