Together Building Results: Summary of the {rr} 2016 Customer Advisory Summit

Recently key leaders from our amazing customer base attended the RichRelevance Customer Advisory Summit in New York City (NYC) —an event dedicated exclusively to omnichannel retail personalization.

The Customer Advisory Summit is a gathering of leaders to share common insights, knowledge and best practices for designing customer experiences across channels with personalization at the centerpiece. In addition to the RichRelevance leadership presenting, many of our customers presented their own experiences with integrating RichRelevance’s personalization suite of products and services into their businesses. I wanted to share a quick summary related to this inspiring event.

First off, the NYC event featured a keynote from Forrester’s Principal Analyst, Brendan Witcher, who spoke about the convergence omnichannel and personalization. Brendan outlined how in this ‘Age of the Customer’, companies must focus on four market imperatives:

  • Transform the customer experience – this requires real investment, whether that be to grow or build relationships and loyalty
  • Embrace the mobile mind shift – consumers are always connected, which radically changes their needs and wants
  • Become a digital disruptor – this includes the retailer’s business….shortened development cycles with deep, real-time understanding of customers
  • Turn big data into business insights – this requires insight across the entire customer life cycle

Additionally, influential retailers gave presentations about their successes using RichRelevance as their omnichannel personalization partner.

  • Rakuten, the third largest ecommerce company in the world, discussed how they partnered with RichRelevance to reach the top. Rakuten outlined the results achieved with RichRelevance Hill Climbing, Advanced Merchandising and Recommend™ to accomplish their key performance goals.
  • Stage Stores spoke about how they partnered with RichRelevance to achieve the perfect storm of positive results leveraging personalized product recommendations to outshine their key performance goals.
  • L’Oreal spoke about how personalization helps them with their vision of Beauty for All. They spoke in more detail about their success using Engage™, the personalized content software from RichRelevance with their Clarisonic brand as featured in this recent case study. Clarisonic achieved a 24% increase in revenue per session through the Engage implementation.
  • SHOES.COM also provided a case study discussing their vision for personalization, challenges and successes. SHOES.COM talked about how they anticipate demand through personalization leveraging RichRelevance Recommend and Discover™.
  • SHOP.CA, the largest Canadian online marketplace, talked about how they are a power-user of the Relevance Cloud™ and how they utilize the full suite of RichRelevance solutions. SHOP.CA spoke about how they personalize their customer’s shopping experience across multiple touchpoints including email, online all the way to the call center.
  • Lastly, Saks Fifth Avenue spoke about their omnichannel strategy and showcased how Saks elevates the customer experience through leveraging RichRelevance Recommend. Their use case outlined how RichRelevance was tested against their own personalization algorithm.

As customer experience emerges as the new battleground for retailers, omnichannel personalization is a top strategic priority. This event provided an energetic exchange of ideas, insights and learnings to help our customer community shine while improving their own customer’s experience. Lastly, the resources at the summit helped our clients learn how to best use the real-time capabilities of the Relevance Cloud personalization platform to enhance the customer experience at every touchpoint — competing based on a focused view of what is possible from their brand.

Customer Advisory Summit 2016 Venue View

Customer Advisory Summit 2016

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ABOUT Diane Kegley
As Chief Marketing Officer, Diane is responsible for driving global demand and visibility for RichRelevance’s personalization and brand advertising opportunities – including corporate marketing, public relations, analyst relations, brand strategy, client marketing, advertising and business development. Diane has spent the last 20 years leading multichannel marketing, media and branding initiatives for companies like American Express, AOL, CNET, American Airlines, HP, Lockheed Martin, and Sprint. To view Diane's full profile, click here.
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