On 3 – 5 June 2020 at the wonderful The Ritz-Carlton, Naples in Florida, the North American edition of our Omnichannel Insight Summit will bring together senior decision-makers and business leaders from across industries to share omnichannel experiences, discuss current challenges – and find pragmatic solutions.

The summit will look at a number of key themes, including: how social media and personalization drives engagement and customer loyalty; how to use eCommerce software and cross device shopping to optimize the omnichannel experience; and brand as experience from store to digital.

From case studies that lift the lid on operations inside best-in-class organisations, to workshops and collaborative sessions that focus on real challenges and future technology innovations, to one-to-one meetings with industry peers offering practical advice tailored to your specific needs, the summit provides you with everything you need to implement your key projects more effectively.

Our Approach

Every GDS Summit has one stated aim: to help attending executives implement their key projects more effectively. We do this by developing an in-depth understanding of those executives' project needs, the business outcomes they want to achieve, and the challenges they face in terms of hitting those goals.

Who Attends

Our summits are designed for executives looking to take their business to the next level – from market-leading brands to disruptive new entrants. As such, we’ve worked with some of the world’s best-loved and most forward-thinking businesses.
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Past Attendees

At previous events we've helped executives from some the world's most significant firms - as well as the most forward-thinking - to address their project challenges.
Image of Anne Zybowski
Logo of The Clorox Company
Anne Zybowski
Director Omnichannel Retail
The Clorox Company
Image of Misti Blasko
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Misti Blasko
Managing Director of North America
AllSaints
Image of Nathan Poekert
Logo of BMW Global
Nathan Poekert
Global Communications Director
BMW Global
Image of Jeremy Witte
Logo of Best Buy
Jeremy Witte
Vice President, Returns, Damages and Recommerce
Best Buy
Image of Dale Davis
Logo of Coach
Dale Davis
Director, Public Relations & CSR
Coach
Image of Brian Smith
Logo of UGG
Brian Smith
Founder
UGG
Image of Michele McNamara
Logo of Chobani
Michele McNamara
VP eCommerce
Chobani
Image of Zac Rizzo
Logo of LEGO
Zac Rizzo
Head of SEM – Digital Marketing
LEGO
Image of Robert Contursi
Logo of Alexander Wang
Robert Contursi
VP Omnichannel Technology
Alexander Wang
Image of Alexander Donovan
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Alexander Donovan
Director, Marketing Analytics
HelloFresh
Image of Amber Turley
Logo of Sephora
Amber Turley
Director, eCommerce Operations Strategy
Sephora
Image of Christine Chun
Logo of Clif Bar & Company
Christine Chun
VP, eCommerce
Clif Bar & Company

6 Challenges in Omnichannel

Our summit is focused on solving your strategic challenges
  • How to build a consistent image across a range of channels.
  • Creating relatable, authentic, and memorable experiences that translate into purchasing decisions.
  • Fostering loyalty to your brand, product, and message.
  • Leveraging data and ML tools to make innovative observations about your customer's behavior.
  • Optimizing your product offerings for an online marketplace dominated by digital giants.
  • Rethinking your physical and digital strategies as two sides of the same coin, rather than distinct from each other.
Apply to attend

Summit Schedule

Day 1
Day 2
Day 3
Wednesday June 3, 2020
Summit registration
12:00pm - 6:00pm

Join us at 12.00 pm when registration opens to collect your badge, check-in, meet the on-site team, and start your 2.5 day Summit experience.

Welcome remarks and delegate briefing
1:45pm - 2:00pm

Our Master of Ceremonies will kick off the Summit with a welcome brief and orientation session, giving you all the information you need to maximize your Summit experience.

Interview
2:00pm - 2:30pm
A one on one interview diving into the details of how to prepare yourself for the realities of one of the industry's top challengers.
The Three Silos Killing Your Omnichannel Strategy

To keep pace with consumer’s demand for cross-channel content, brands are incorporating a variety of MarTech, Cloud storage solutions, third-party agencies, and publishing tools. If not implemented properly, you will create these silos in your business:

  • Channel-specific content that is too narrow to fit your wider omnichannel strategy.
  • Scattered digital assets that different departments only use once or, worse still, aren’t event aware of.
  • Disjointed systems and applications that don’t use central CMS, CIS, or PIM systems.
Panel Discussion
2:30pm - 3:10pm
The perspectives of 4-5 industry experts into one of the key challenges we're all facing today. This will be moderated to create a session of different perspectives, opinions and tangible takeaways of how our panelists are tackling them.
Mapping a Digital Customer Journey

With more digital devices to connect companies with customers, the need for great digital customer experience is more pressing than ever. Central to this challenge is the need to understand the journey your customers go on when they interact with your brand online.

  • How can we integrate our digital and non-digital customer touchpoints into one consistent journey?
  • How do we create dynamic digital experiences that capture each customers unique digital journey?
  • How can we foster better interaction from our customers who are clicking, opening and scrolling to your product?
  • How do we make our digital experiences intuitive for the end user?
Roundtable Track 1
Session 1 - Challenges
3:15pm - 4:15pm
It’s all about identifying your challenges. What are the key questions that keep you up at night? What solutions are you looking for? Find common ground.
Social Commerce and Brand Advocacy
  • Strategies for building a consistent campaign across a range of social channels.
  • Fostering a deeper connection with your brand advocates to connect with new and existing customers from a variety of demographics.
  • Using engaging content to facilitate positive customer feedback loops on your socials.
Roundtable Track 2
Session 1 - Challenges
3:15pm - 4:15pm
It’s all about identifying your challenges. What are the key questions that keep you up at night? What solutions are you looking for? Find common ground.
Customer Experience, Engagement, and Journey
  • Creating relatable, authentic, and memorable experiences for your customers that translate into purchasing decisions.
  • Strategies for maintaining engaged customers throughout the entire purchasing life-cycle.
  • Designing a dynamic map of your customer’s digital journeys that can react to novel behaviors.
Roundtable Track 3
Session 1 - Challenges
3:15pm - 4:15pm
It’s all about identifying your challenges. What are the key questions that keep you up at night? What solutions are you looking for? Find common ground.
Customer Acquisition, Retention, and Loyalty
  • Building more awareness of your brand, getting into your customer’s consideration pool, and winning their final purchasing decision.
  • Using convenience, altruism, exclusivity, and social proof to retain your customers in a competitive market.
  • Working with a core community of customers to foster loyalty to your brand, products, and message.
Roundtable Track 4
Session 1 - Challenges
3:15pm - 4:15pm
It’s all about identifying your challenges. What are the key questions that keep you up at night? What solutions are you looking for? Find common ground.
Customer Data and Insights
  • Using data and analytics to put your customers at the heart of your decision-making process.
  • Leveraging ML and AI tools to make innovative observations about your customer’s behavior.
  • Using analytics to direct marketing, site selection, and customer relationship management.
Roundtable Track 5
Session 1 - Challenges
3:15pm - 4:15pm
It’s all about identifying your challenges. What are the key questions that keep you up at night? What solutions are you looking for? Find common ground.
Strategies for eCommerce
  • Optimizing your product offerings for an online marketplace dominated by digital giants.
  • Adding customizable products and flexible payment plans for your products to give your customers more options.
  • Accounting for your customer’s values, interests, and passions when executing marketing campaigns.
Roundtable Track 6
3:15pm - 4:15pm
Bridging the Physical and Digital
  • Rethinking your physical and digital strategies as two sides of the same coin, rather than distinct from each other.
  • A deep dive into location-based and proximity marketing as tools to engage the physical with the digital.
  • Exploring use cases of real-time interactive marketing as the next step in customer personalization.
Interview
4:20pm - 5:00pm
Powering Compelling Experience with Consumer Data

In this session, we will explore how to get the most out of your customer data, drive personalized experiences, and engage your customers.

Workshop
5:05pm - 5:45pm
Build It and They Will Come but Will They Stay?

An effective omnichannel strategy should create engaged, loyal customers who come back again and again. However, there is no silver bullet for retention. In this session we will discuss:

  • Who is responsible for customer retention and what does this look like?
  • Creating and distributing effective promo campaigns across your channels.
  • Strategies for following up with customers to keep them engaged without being creepy.
Networking Drinks
5:45pm - 7:00pm

A casual setting to network and meet the rest of the attendees and discuss relevant topics at your leisure.

Gala dinner
7:00pm - 10:00pm

Join us for our Gala Dinner & Keynote Speaker. An opportunity to network with your peers in a social environment with a three course dinner and wine whilst listening to an industry leader discuss a key topic.

Thursday June 4, 2020
Breakfast
7:00am - 7:50am

Please come down and join us for breakfast and prepare for a day of workshops, keynotes, debates and panels.

Welcome Remarks
7:50am - 8:00am

Our Master of Ceremonies will brief you into the day 2 program to make sure you are in the right place at the right time.

Interview
8:00am - 8:30am
The perspectives of 4-5 industry experts into one of the key challenges we're all facing today. This will be moderated to create a session of different perspectives, opinions and tangible takeaways of how our panelists are tackling them.
Walking the Tight Rope Between Physical and Digital​
headshot of Sara Gergovich
Sara Gergovich
Senior Director of eCommerce - Oscar De La Renta

The brick-and-mortar success of digitally native brands has challenged the narrative that e-commerce alone is the best way to succeed in the age of Amazon. In this session we will discuss:

  • ​How the customer journey is no longer linear​ and includes elements of both a physical and digital journey.
  • Opportunities for direct communication with customers.
  • ​How thinking of digital and physical as separate will create silos in your business.
Panel Discussion
8:30am - 9:00am
A brand exec takes you behind the scenes, providing insight into a successful project implementation – what worked, what didn’t and which pitfalls to avoid.
Building Trust With Your Customers

Listening to and acting on the feedback you receive is the cornerstone of building up your customer’s trust and faith. In this session we will discuss:

  • Emotional relatability, engaging narratives, and rapid iterating as ways of keeping up with feedback.
  • Setting expectations and aligning values between you and your customers to retaining their business.
Oxford Style Debate and Live Polling
9:00am - 9:40am
A brand exec takes you behind the scenes, providing insight into a successful project implementation – what worked, what didn’t and which pitfalls to avoid.
Should a Brand's Personality Be Consistent Across All Channels?

One Topic. Two experts. Two opinions. 

You’ll get the chance to vote on where you stand before the session starts. We’ll then hear from our two experts, to see if they can sway your opinion when you participate in the closing vote. 

Coffee & Networking Break
9:40am - 10:00am

Take a break and refuel whilst networking and socializing with your peers.

Workshop
10:00am - 10:40am
An industry expert will lead an interactive workshop tackling common challenges and scenarios, engaging the audience to confront the issues and discuss ideas. What will your proposed solutions be?
A Guide to Location-Based Marketing

Location-based marketing is becoming an increasingly popular campaign strategy for brands to attract both new and loyal customers. It is essential for brands to understand the different types of location-based marketing tactics to utilize them efficiently and stay ahead of the curve. In this session, we will explore existing location-based marketing use cases and how to develop new ones.

Panel Discussion
10:45am - 11:25am
The perspectives of 4-5 industry experts into one of the key challenges we're all facing today. This will be moderated to create a session of different perspectives, opinions and tangible takeaways of how our panelists are tackling them.
Customer Expectations and Digital Experiences

Consumers are expecting to be delighted, entertained, and engaged when interacting with a brand, however the actual experiences of most consumers fall short of these expectations. In this session, we will look at how and why customer expectations often fall short of their actual experiences:

  • Artificial Intelligence, Augmented Reality, and Virtual Reality as innovative tools brands can leverage to interact with customers.
  • How to set expectations for new tools that aren’t as polished as legacy technologies?
  • The best strategies for connecting consumer’s digital and physical experiences.
Keynote
11:30am - 12:00pm
Great Expectations.

Who are we learning from and how are we creating product roadmaps:

  • Best in class vs best in breed – the market continues to set expectations on best of breed instead of market leaders in your space.
  • What are the implications of this moving forward?
  • Liquid expectations of the market, how leveraging new technologies will help us engage with our customers better.
Lunch
12:00pm - 1:15pm

Join us for a sit-down lunch, and a chance to catch up on emails and get ready for the afternoon.

Roundtable
Session 2 - Discovery
1:45pm - 2:30pm
Learning and sharing with your group. What are the solutions? Are they readily available? What path are you going to take?Personalization and Role of Analytics
Roundtables
  1. Social Commerce and Brand Advocacy
  2. Customer Experience, Engagement, and Journey
  3. Customer Acquisition, Retention, and Loyalty
  4. Customer Data and Insights
  5. Strategies for eCommerce
  6. Bridging the Physical and Digital
Workshop
2:35pm - 3:15pm
A brand exec takes you behind the scenes, providing insight into a successful project implementation – what worked, what didn’t and which pitfalls to avoid.
Shopping On the Feed: The Power of Social Media

The rise of the platform business model has created pioneers in the world of social shopping. As consumers scroll their feeds for inspiration, they are finding products, adds, and in-app buying options. By tailoring your product offerings for these visual services, social shopping promises to convert casual engagement into tangible sales.

  • What opportunity does social commerce offer your business?
  • ​Are customers confident buying purely through social channels?​
  • How does social media impact the purchase journey?​
Workshop
3:20pm - 4:00pm
A brand exec takes you behind the scenes, providing insight into a successful project implementation – what worked, what didn’t and which pitfalls to avoid.
Making Your Channels Dynamic

Static multichannel marketing dominates the market and is often confused with omnichannel. In order to effectively engage users, a dynamic strategy that allows your content to adapt to the preferences and behaviors of your customers must be employed. In this session we will explore:

  • Real-time analytics as the foundation of getting to know your customers.
  • Engaging stories and through lines that allow your customers to make connections between your channels.
  • Time relevant offerings that respond to your customer’s behaviors.
  • Streamlining marketing efforts to bring different lines of communication under one storytelling umbrella.
Coffee and Networking
4:00pm - 4:15pm

Take a break and refuel whilst networking and socializing with your peers.

Oxford Style Debate and Live Polling
4:15pm - 4:45pm
Do Calls to Action (CTAs) do More Harm Than Good For The Brand Image?

Take a break and refuel whilst networking and socializing with your peers.

Attendee downtime
5:20pm - 6:45pm

A needed break after a content filled day. Please use this time as you wish prior to joining us for our night 2 seated dinner.

Networking drinks
6:45pm - 7:30pm

A casual setting to network and meet the rest of the attendees and discuss relevant topics at your leisure.

Gala dinner
7:30pm - 10:00pm

Join us for our night two Gala Dinner, which will be in a casual and inviting setting.

Friday June 5, 2020
Breakfast
7:00 am - 7:50 am

Please come down and join us for breakfast and prepare for a day of workshops, keynotes, debates and panels.

Welcome Remarks
7:50 am - 8:00 am

Our Master of Ceremonies will brief you into the day 3 program to make sure you are in the right place at the right time.

Keynote
8:00 am - 8:30 am
A brand exec takes you behind the scenes, providing insight into a successful project implementation – what worked, what didn’t and which pitfalls to avoid.
Authentically Channeling a Cultural Zeitgeist

How can brands engage in cultural conversation in a genuine, authentic way?

  • Put a new spin on an existing trend to build on the momentum and engage your audience.
  • If it works, expand on it, involve other communities and tribes to increase the reach.
  • Lean into the best content you have and away from traditional advertising that focuses on the product.
Keynote
8:35 am - 9:15 am
A brand exec takes you behind the scenes, providing insight into a successful project implementation – what worked, what didn’t and which pitfalls to avoid.
Recommendations, Ratings, and Reviews: The Three Pillars of Familiarity

The sign of a great omnichannel experience is that your customer feels familiar with your brand, regardless of the channel they are using. As consumers feel more familiar and, therefore, comfortable with your brand, they are increasingly willing to share their opinions and experiences with others.

Almost all consumers will look to reviews, ratings, or recommendations before making a purchasing decision. In fact, most people still making decisions based on word-of-mouth recommendations. The implementation of e-Commerce consumer reviews reduces the doubt potential customers may have about a product before purchasing it online. So, how can we set up systems to harness the reviews of our products and drive acquisition?

Workshop
9:20 am - 10:00 am
Building Brand Intimacy With Your Customers

Known as brand intimacy, the ability to generate positive emotions in a customer helps brands drive sales and customer loyalty. In 2020, we may see organizations aim to humanize touchpoints across channels with an overarching goal of building a strong emotional connection. However, this will likely be problematic for traditional organizations with aging technology, as their more tech-savvy, nimble, direct-to-consumer counterparts leverage hyper-personalization, customer behavior analytics, and AI-driven machine learning capabilities.

Roundtable
10:05 am - 11:00 am
Roundtables
  1. Social Commerce and Brand Advocacy
  2. Customer Experience, Engagement, and Journey
  3. Customer Acquisition, Retention, and Loyalty
  4. Customer Data and Insights
  5. Strategies for eCommerce
  6. Bridging the Physical and Digital
Keynote
Session 3 - Outcomes
11:00 am - 11:30 am
What does it all mean. Tracing back through two days of work, where are we? What you are bringing back to the office with you.
The Development of Personalization in the Future of Omnichannel

As people give us more information, we can create more engagement, loyalty and frequency for customers. The pay off is that we need to go beyond thinking of market segments in terms of millennials, boomers, or tribes, and starting to think in terms of “Pam” vs “Beth”. We need to start thinking in terms of the individual.

  • Employing a customer data strategy that will increase customer loyalty and boost sales.
  • Using social media as a tool to personalize experiences from on a definitively personal level.
  • Implementing AI tools that can learn the ebbs and flows of your business so you can run more efficient, personalized campaigns.

 

Buffet lunch
11:30 pm - 2:00 pm

Before you head home, make sure you grab something from our buffet-style lunch for your journey ahead

Summit Location

The Ritz-Carlton, Naples, Florida

Our events take place at some of the most prestigious venues in the world. Five-star accommodation, dining and amenities make attending one of our summits both business and pleasure. Being productive has never been so much fun.

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GDS Summits host experts to help experts. Our speakers are leading executives willing to share their insight to change the industry and the world in critical ways.

To discuss how GDS Summits can help you solve your project challenges contact us on: 0117 921 4000 or email sayhello@gdsgroup.com.

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