In June, BookingBug hosted our first Customer Retail Summit with the goal of bringing together the UK’s top retailers for a day of collaboration, sharing of best practices and showcasing the latest innovations at BookingBug.
The day was a unique opportunity for industry leaders, high-level customer stakeholders and BookingBug staff to discuss the future of the retail space and engage in product-related conversations. We were excited to be joined by some of our biggest UK and European customers such as John Lewis, Debenhams and Clarins.
The summit welcomed guest speaker Clare Muscutt, founder of CMXPERIENCE and previously Head of Customer Experience at Sainsbury’s, who started her session by explaining her evolving retail strategy. She also led a discussion around current trends within the retail sector, a sector that has been heavily influenced by new technologies. The three key takeaways from Clare’s session were 1) Do not be afraid to fail - experiment and throw things out there 2) The importance of bridging the physical and digital gap. 3) Customer experience should be at the heart of all you do!
LEGO is a great example of a retailer who has benefitted from listening and understanding the behaviors of their customers. After the huge success of launching the Mosaic Maker (yes, you can make your own face out of Legos!) LEGO teamed up with BookingBug to manage the increasing number of customers wanting to experience their new product.
Our customer success manager, Angie Tiwari, worked closely with LEGO during the process. Below, she explains the collaboration between BookingBug and LEGO. The end result? LEGO is now able to process a large volume of customers, and in turn, increase sales.
Summit attendees also left with insights into our product roadmap, which highlighted the future innovations that we plan to develop. Dylan Thompson, Hire eCommerce Executive at Moss Bros, was particularly excited by the developments in our omnichannel services as well as the upcoming release of ‘Studio’ our redesigned platform as he believes this would help re-engage his teams.
The retail summit also provided a way for our customers to share their BookingBug journey with other like-minded companies investing in customer journey management to bridge the digital-physical divide. It also helped customers understand what is next for BookingBug, and how our future product developments will improve their results.
Tom Monetto, Business Development Manager for John Lewis, explained how BookingBug is able to deliver a tailor-made customer experience by introducing omnichannel features such as live chat.
After the success of our first Retail Summit, we look forward to hosting customers at future upcoming events!
Want to learn more about BookingBug and how we can help you manage the digital-physical customer journey? Download our brochure!