Talking Personalization Strategy with Ocado: How to Streamline the Shopping Experience and Turn Customers into Brand Advocates
About the Talk:
In today’s market, the cost of paid advertising continues to rise and the results are increasingly difficult to predict. When facing these challenges, focusing on retention is key to driving long term business value. With accurate customer data already at your fingertips, it’s time to get to know the customers you already have and make sure you provide them with the personalized experiences they deserve.
In this talk, Paul Wilkins, Co-founder and Director of Strategy at Conversio, Matthew Wilson, Optimization Lead from Ocado and Liz Powell, Senior CSM at Dynamic Yield by Mastercard came together to discuss how Ocado’s personalization strategy makes shopping effortless and turns buyers into brand advocates.
Tune in to learn:
- The importance of understanding your existing customers’ needs
- How to identify the “sweet spot” that turns occasional shoppers into loyal customers
- Gamification of customer experience and reward programs in the grocery market
- Examples of high-performing customer engagement tactics with proven success at Ocado
Meet our speakers:
Liz Powell, Sr. Customer Success Manager at Dynamic Yield
Liz has nearly 9 years experience in helping customers drive value from SaaS products, as well as several forays client-side.
Paul Wilkins, Co-founder & Director of Strategy at Conversio
Paul has over 16 years of experience in eCommerce including in retail, travel and MarTech. In 2014 he co-founded the agency, Conversio to help eCommerce businesses grow through data, insight, and continuous optimisation. Paul is passionate about the power of experimentation and the impact it can have on the customer experience.
Matt Wilson, Digital Development Manager at Ocado Retail
Matt has over a decade’s worth of experience working in eCommerce. Over the last 6 years, he’s been focusing on optimisation across a range of different industries including technology, insurance and most recently grocery. At Ocado he works closely with his team to identify customer issues and testing solutions to continuously improve their experiences.