eCommerce Forum Event Guide - Feb

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AI Transformation for Brands

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TALK

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HOW

Advise Build Integrate Operate

WHAT

Process Automation Custom AI Engines Content Creation

CONTENTS

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e’re delighted that you have chosen to join us at the eCommerce Forum – a unique event, tailor-made to meet your individual requirements. We have carefully planned out your itinerary to ensure your time here is worthwhile: Connect with businesses relevant to your current and forthcoming projects in our matchmade one-to-one meetings.

And let’s not forget the networking – we’ve created a relaxed environment for you to form new partnerships, with ample opportunities to mix with peers during the buffet lunch and coffee breaks!

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Our Partners

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Itinerary

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‘Customer Engagement: Leveraging Chatbots and Live Support to boost engagement in 2025’

Seminars

16

Delegates

20

Dates for your Diary

22

Supplier Directory

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For more information about our event, contact: Lisa Rose - Senior Business Development Manager on 01992 374077 or l.rose@forumevents.co.uk Connor Byrne - Delegate Sales Executive on 01992 374087 or c.byrne@forumevents.co.uk

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Partners & Supporters

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ITINERARY TUESDAY 4TH FEBRUARY

6

08.45 - 09.30

Opening Presentation ‘The Data (Use and Access) Bill: Key changes for marketers’ Chris Combemale DMA Meeting Room 3/4/5

09.40 - 10.00

Seminar ‘The support team of the future’ Ruth O’Brien Intercom Meeting Room 3/4/5

10.05 - 13.05

Face to Face Meetings Quayside Suite

13.05 - 13.50

Networking Buffet Lunch Cinnamon Restaurant

13.55 - 14.15

Seminar ‘Generative AI in e-Commerce: Transforming the way we shop online’ Andrew Davis Talk Dygital Meeting Room 3/4/5

14.20 - 14.40

Seminar ‘Unlocking $100M+ in Extra Sales’ Oliver Kenyon ConversionWise Meeting Room 3/4/5

14.40 - 16.45

Face to Face Meetings Quayside Suite

AI Agents For CX Notch doesn’t just resolve support tickets. Our AI agent creates loyal customers, automates back office workflows and unblocks bottlenecks slowing scale.

Increase CVR

Reduce FRT

Never miss a sale because support

The quickest way to delight

isn’t online to answer customer

customers is with quick replies. Be

questions.

there 24/7/365 for them

Scale seamlessly Growth can come overnight. Hiring,

Enhance CSAT

onboarding and training takes

Always offer lightning fast replies,

months.

on brand tone of voice and the right policy.

“I don’t know how we would’ve kept up with our support tickets without Notch.

We tried other AI agent tools, but they couldn’t meet our complexity. Notch unlocked scalability AND increased CVR through chat by 34% within weeks”

Ornella Siso Co-Founder & COO, idyl

Solve your tickets 10x faster - Book a demo at notch.cx

CUSTOMER ENGAGEMENT: LEVERAGING CHATBOTS AND LIVE SUPPORT TO BOOST ENGAGEMENT IN 2025

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n 2025 customer expectations will be higher than ever. One of the most transformative trends reshaping the industry is conversational commerce – the use of chatbots, live chat, and voice assistants to provide personalised, real-time interactions. For e-commerce and payments professionals, adopting these tools is essential to enhance customer engagement, streamline service, and drive sales…

What is Conversational Commerce?

Conversational commerce bridges the gap between human-like interactions and digital shopping experiences. It leverages chat-based interfaces and AI-powered tools to engage customers throughout their shopping journey. From answering product inquiries to facilitating purchases and offering post-sale support, conversational commerce ensures that businesses are available whenever and wherever their customers need them.

1. Chatbots: The Foundation of 24/7 Engagement AI-powered chatbots are becoming indispensable for e-commerce businesses. They provide instant responses to customer queries, reducing wait times and enhancing user satisfaction. Advanced chatbots can handle complex interactions, such as processing returns or recommending products based on browsing history, mimicking the experience of speaking to a knowledgeable store associate.

For example, a fashion retailer might use a chatbot to help customers find the right size or recommend

“

Conversational commerce is more than a trend— it’s the future of customer engagement. By adopting chatbots, live chat, and voice assistants, e-commerce businesses can deliver personalised, seamless, and responsive experiences that meet the demands of modern consumers”. complementary items based on their preferences. This real-time assistance not only improves conversion rates but also creates a more enjoyable shopping experience.

2. Live Chat: The Human Touch While chatbots handle routine queries, live chat provides the human touch for more nuanced interactions. Combining the efficiency of automation with the empathy of human support, live chat allows agents to step in when complex issues arise, such as handling payment disputes or resolving technical problems.

The integration of live chat tools with CRM systems enables agents to access customer histories, ensuring personalised and efficient support. This approach strengthens customer trust and loyalty, as users feel their concerns are understood and addressed promptly.

3. Voice Assistants: The Next Frontier Voice commerce is gaining traction, with customers

increasingly using smart speakers and voice assistants for shopping. By enabling voice-activated search, order placement, and payment, businesses can tap into a growing market of hands-free shoppers. Integrating voice capabilities into e-commerce platforms ensures accessibility and convenience, setting brands apart in a competitive market.

Conclusion Conversational commerce is more than a trend—it’s the future of customer engagement.

By adopting chatbots, live chat, and voice assistants, e-commerce businesses can deliver personalised, seamless, and responsive experiences that meet the demands of modern consumers. As customer expectations continue to rise, investing in conversational commerce tools will be critical for driving growth and staying competitive in 2025 and beyond.

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500

SEMINARS TUESDAY 4TH FEBRUARY

08.45 – 09.30

“The Data (Use and Access) Bill: key changes for marketers” How the Data (Use and Access) Bill will help marketers to get the balance right between privacy and innovation and build sustainable customer relationships. The presentation will look at the key changes in the Bill that will help marketers build trust, improve customer experience, and earn brand loyalty.

Chris Combemale is the CEO of the Data and Marketing Association. He has over 40 years of experience in Europe, the USA and Asia/Pacific including senior roles at agencies, brands and marketing technology companies. Chris has taken a lead in industry issues for the past ten years including legislation, best practice and education.

His industry roles include being Co-Chair of FEDMA, Chair of the JIC Mail board, and seats on the boards of the Advertising Association, Asbof and CAP.

Chris Combemale CEO DMA

09.40 – 10.00

“The support team of the future” This presentation will dive into how AI is reshaping customer support teams, creating new roles like Conversation Designers and Knowledge Managers.

Ruth will explore how these AI-first roles have impacted her team at Intercom— improving results, driving cost savings, and elevating the customer experience.

Ultimately, it’s about how AI-driven changes are transforming the way support teams operate and innovate.

Ruth O’Brien Senior Director Automated & Proactive Support at Intercom

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Ruth O’Brien is a seasoned customer support leader with extensive experience in team management and operations. As Senior Director of Automated & Proactive Support at Intercom, she drives the company’s strategy for scaling customer service through AI implementation, automation, and proactive support initiatives.

Since joining Intercom in 2016, Ruth has held multiple roles, playing a pivotal part in shaping the company’s support strategy and fostering cross-functional projects. Her leadership has been instrumental in hiring, coaching, and developing high-performing support teams.

Prior to Intercom, Ruth built a rich foundation of expertise at top companies including Blizzard Entertainment, Apple, and a Google BPO. Passionate about innovation in customer support, Ruth continues to lead with a focus on operational excellence and customer-centric solutions.

SEMINARS TUESDAY 4TH FEBRUARY

13.55 – 14.15

“Generative AI in E-commerce: Transforming the Way We Shop Online ” Generative AI is reshaping online shopping—from crafting product descriptions to tailoring content for users. In this workshop, discover practical ways to use AI to personalize experiences and boost e-commerce success.

• • •

Andrew Davis Keynote Speaker & Workshop Trainer Talk Dygital

14.20 – 14.40

Understanding the fundamentals of Generative AI’s role in E-commerce Analysing some of the advantages and disadvantages happening in this space right now Looking at the trends coming in the next 12 months

With over 24 years of digital experience, Andrew Davis has helped brands like FIFA, Wella, and Dyson navigate the fast-changing digital world through his talks. As one of the first to embrace Generative AI, he blends smart strategies with practical tools to help businesses reach their full potential.

“Unlocking $100M+ in Extra Sales” The secret tool we used to capture an additional $100M+ in sales for our clients in 2024 • • • • •

Unlock hidden revenue from your existing traffic.

Increase revenue per session without adding new visitors.

Leverage deep insights to boost conversion rates and AOV. Harness the power of A/B testing for continuous growth.

See how this tool worked across industries to drive $100M+ in extra sales.

Oliver Kenyon is cofounder of ConversionWise and has pioneered the conversion rate optimization landscape since 2013. His company of conversion rate experts have worked with over 3500 brands including E-commerce giants such as GFUEL, SlimFast and BodyBuilding.com, to influential figures like Lionel Messi and Rob Lowe.

He has an unhealthy obsession with turning clicks into customers.

Oliver Kenyon Cofounder ConversionWise

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DELEGATES AB Inbev

Transformation Manager

Beards & Daisies

eCommerce & Marketing Manager

Biotiful Gut Health

Head of Ecommerce

Boohoo Group

Head of Ecommerce & Trading

Colewood Automotive

Digital Marketing Executive

Crane Garden Buildings

Marketing Manager

DetoxPeople Ltd

Senior eCommerce Manager

Edgewell Personal Care

DTC Trading Manager

Ettore

CDO

Hearing Direct International

Ecommerce Sales & Marketing Manager

HSNF

eCommerce & Digital Marketing Manager Senior Ecommerce Manager

In The Style

Ecommerce Manager

Knight Home Living Ltd

Ecommerce Manager

London Stock Exchange

Director of eCommerce

LVMH

ebusiness Manager

Moonbug Entertainment

Head of Consumer Products Marketing

Moss & Glow

CEO

Nkuku

eCommerce Director

Parfums Christian Dior (UK) Ltd

eCommerce Manager

Peggy Rain Limited / ROLLAER

Head of Operations & SCM

Regal Fish Supplies

eCommerce Manager

Serious Pig

Marketing Manager

Sock Snob Uk

Head of eCommerce

Stephen Webster Ltd

eCommerce Executive

SUCK UK LTD

Head of Ecommerce

Talking Tables

eCommerce Marketplace Manager

Tesco

Senior Online Customer Experience Manager

The Economist

Payment Optimisation

The Electric Car Scheme

Head of Partnerships

Three UK

Digital Sales Operations Lead

Toast

eCommerce Manager

UK Pickleball Shop

Chairman Director

UltraMax Batteries

Marketing Executive

Varley

Head of Ecommerce Ecommerce Manager

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Wella

Senior Global Digital Transformation Manager

Wolverine Worldwide

Ecommerce Director

WYSE London

Senior Ecommerce Manager

XUM Enterprise Ltd

eCommerce Manager

Yoox Net-A-Porter

Site Trading Director

Zone3 Ltd

Ecommerce Director

Personalize every touchpoint from inbox to cart

Cross-channel marketing automation platform Email | Web personalization | SMS | WhatsApp Retargeting | Chat | API dotdigital.com

DATES FOR YOUR DIARY

10th March 2025

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Hilton Canary Wharf

10th July 2025

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Hilton Canary Wharf

22nd October 2025 Hilton Canary Wharf

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ALSO LET

KNOW YOUR EXPERIENCE!

SUPPLIER DIRECTORY Adyen 07535 350 300 / adilla.khan@adyen.com / adyen.com Adyen (AMS: ADYEN) is the financial technology platform of choice for leading companies. By providing endto-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster. With offices around the world, Adyen works with the likes of Facebook, Uber, H&M, eBay, and Microsoft.

Alchemy Network Ltd 07827 941 360 / oliver.wollaston@alchemy-network.co.uk / alchemy-network.co.uk Alchemy Network run Europe’s largest Marketing, Advertising & Ecommerce Tech Innovation Programme, called The Discovery Programme, for 500+ of the world’s biggest brands & agencies including HSBC, PepsiCo, Samsung, Tesco, Diageo and many more. Whilst marketing & ecommerce teams recognise that keeping pace with digital technology is important to their business, in reality it is difficult and time consuming to do. We solve this problem by identifying the most exciting, disruptive and relevant-to-you technologies in the market today, and then showcase x3 of these via a light-touch (just 1 hour / 3 months), bespoke innovation program on Zoom/Teams. Benefits include education, inspiration, and innovation. The service is free of charge (which I can explain if we meet!).

BigCommerce +18882 489 325 / nicole.kuhn@bigcommerce.com / bigcommerce.co.uk BigCommerce (Nasdaq: BIGC) is a leading open SaaS and composable ecommerce platform that empowers brands and retailers of all sizes to build, innovate and grow their businesses online. BigCommerce provides its customers sophisticated enterprise-grade functionality, customization and performance with simplicity and ease-of-use. Tens of thousands of B2C and B2B companies across 150 countries and numerous industries rely on BigCommerce, including Burrow, Coldwater Creek, Harvey Nichols, King Arthur Baking Co., MKM Building Supplies, United Aqua Group and Uplift Desk.

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BSPOQ 07446 193 119 / calvin@bspoq.com / bspoq.com We are a Strategic Marketing and E-commerce Agency based in Scotland specialising in growing online and offline revenue for commerce brands in both B2C and B2B markets. We build and design E-commerce websites and work one-on-one with each company to build a tailored marketing strategy to grow brand awareness, increase conversions and build loyalty using an omnichannel approach. From a wide range of backgrounds, our team has over 15 years of experience in both e-commerce and marketing, offering services such as Email Marketing, Content and SEO, Social Media, PPC, Social Commerce and Marketplace management such as ebay and Amazon.

Carpio 07775 802 476 / steve.mccartney@carpio.tech / carpio.tech Carpio is a catalyst for AI Transformation - working with clients in the UK and across Europe since 2021. The business landscape is transitioning rapidly to two tiers; those using AI to supercharge their productivity, and those getting left behind. There is, however, no standardised roadmap to adopting AI with off-the-shelf SaaS tools typically not integrated or flexible enough for even moderately complex businesses. Carpio advises on, builds, integrates, and operates custom solutions to your specific business challenges across three pillars: 1. Business process automation such as PIM automation, SEO automation, rules and legislation compliance and automated decision making 2. Bespoke AI engines for external products 3. Content creation such as product listings, translations, and content marketing Whether automating your internal processes or adding AI to products and services for your clients, our transformational solutions increase efficiency, scalability, and consistency at lower cost than a fully manual approach.

Catalyst ERP 07590 262 092 / rob.scambler@catalyst-it.co.uk / catalyst-erp.co.uk Experience the power of building a retail empire that is centred around your customers, with the help of Catalyst ERP. We utilise Netsuite’s retail ERP software to create a solid foundation for understanding and connecting with your customers. With this, you can segment and personalise their experience, enhance loyalty, and ultimately drive business growth. Immerse your customers in a retail experience that’s just as satisfying as an in-store visit, or maybe even better. With our partnership with Celigo, a renowned IPAAS (Integration Platform-As-A-Service) provider, and NetSuite for retail, we have crafted the ultimate cloud-based business software solution that caters to every aspect of a multichannel, multilocation retail enterprise.

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Corvidae 01315 567 078 / fabrizio.pierri@corvidae.ai / corvidae.ai Corvidae is the only marketing attribution solution on the market that is truly cookieless, using patented AI technology to completely remove the need for first- and third-party cookies. Corvidae was born from the realisation that no other analytics software could provide a single source of truth – or track users across multichannel, multi-device journeys. Our radical technology replaces cookies to accurately weight the influence of every touchpoint across the customer journey, empowering marketers to see the value of upper and mid funnel activity to enable them to make better budget decisions for maximum cost efficiency. Unlike other marketing measurement software, Corvidae rebuilds analytics data from the ground up, providing marketers with unparalleled data accuracy that drives real value and reduces wasted spend. Clients typically see double digit ROI from Corvidae deployments and an average of 35:1 ROAS in Facebook Ads and 20:1 in Google Ads for example.

DNA Payments 07368 247 661 / Luke.Bell@dnapaymentsgroup.com / dnapayments.com DNA Payments brings “Simple Unified Payments” to businesses that care deeply about their customers’ experience. Its enhanced modern end-to-end payments platform utilises an in-house gateway, a proprietary acquiring platform, and a network of integrations to deliver simple and reliable acceptance. Businesses receive an easy-to-use, interconnected portal that gives absolute control of their payment stack, with solutions for Ecommerce checkouts, POS, and Pay by Link, as well as a range of card acceptance and alternative popular payment methods such as Alipay. Every payment is connected via a Common Token, enabling effortless tracking of customer journeys. With headquarters in London and several hubs across the UK, DNA Payments is authorised and regulated by the Financial Conduct Authority to provide payment services under the Payment Services Regulations 2017. Visit dnapayments.com to learn more.

Dotdigital EMEA Ltd 020 3953 4582 / melissa.starck@dotdigital.com / dotdigital.com Dotdigital is a leader in marketing automation technology. Trusted by 4,000+ businesses, Dotdigital is the customer engagement platform of choice for marketers seeking to connect with customers through crosschannel marketing. The platform’s future-proof features empower brands across 150 countries to acquire, convert, and retain customers using email, SMS, social, and more. From creating a unified customer view, to surfacing powerful insights and implementing intelligent automations, Dotdigital’s highly acclaimed, easy-touse platform.

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Found 07875 491 650 / tom.brand@found.co.uk / found.co.uk Found is the Everysearch™ agency, a master of search performance across all digital marketing platforms.

Employing PPC, SEO, CRO, paid social, and creative content, we harness the power of data and AI to craft and execute winning digital marketing strategies that ensure your brand is driving impactful results for searches that matter to you.

Intercom +35 387 2294 858 / lauren.hughes@hq.intercom.com / intercom.com Intercom is a complete AI-first customer service platform designed to enhance communication between businesses and their customers. Founded in 2011, it serves over 25,000 businesses, providing tools that integrate AI and automation to deliver personalized support experiences. The platform features Fin, an AI agent capable of handling frontline support with human-like quality, offering instant and accurate responses across any platform. For support agents, Intercom provides an AI-enhanced inbox and Fin AI Copilot, which assists agents in delivering efficient service. Support leaders benefit from AI-generated insights and reporting tools to optimize team performance. Intercom’s mission is to make internet business personal by fostering strong customer relationships through innovative communication solutions.

Notch Ltd +97 2557 732 387 / gadi@notch.cx / notch.cx Notch builds custom AI agents for e-commerce brands that increase CVR while decreasing CX costs. 24/7/365 human support is expensive, but in reality customers are shopping at all hours across different time zones. 20% of customers with simple pre-purchase questions will abandon cart if immediate support isn’t available. Just like you, our clients have unique tone of voice and communication standards they’re unwilling to compromise. And there is no need to. Notch honours your brand’s character and complex policies, communicating precisely as your top performing representative would. Whether it’s pre or post sales support, Notch is typically automating 70% of customer conversations. Meaning we alleviate the most frustrating challenges for ecomm and CX leaders: 1. Missing conversion opportunities 2. Spending hours hiring and training headcount 3. Missing SLAs across multiple channels The average impact for clients: 1. 30% increase in CVR 2. 80% reduction in CX Opex

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Pomegranate Media 07832 930 259 / jessica.m@pomegranate.co.uk / pomegranate.co.uk What’s your digital strategy for unlocking the sales you’re currently missing? At Pomegranate, we uncover the hidden obstacles behind e-commerce performance and transform insights into measurable growth. From e-commerce websites to digital products and applications, we create and optimise digital experiences that build emotional connections and discover untapped revenue opportunities. What sets us apart? We combine experience design, actionable insights, and cutting-edge technology, grounded in behavioural science, to deliver high-performance e-commerce solutions. By understanding your customers’ behaviours, desires, and unmet needs, we craft precise, customer-focused strategies that deliver results to set you apart in a fiercely competitive market. Our Inform, Optimise, Innovate framework is designed to enable e-commerce operations at every stage. From identifying missed opportunities, removing customer friction, and delivering incremental gains that drive significant improvements, we focus on the metrics that matter.

If you’re ready to stop settling for average, let’s uncover what’s possible.

saywhatt +97 2524 404 282 / gil@saywhatt.com / saywhatt.com An AI Sales Agent That Sells Like Your Best Sales Rep. saywhatt is the first AI chat system to function as a professional retail sales expert. It engages every online shopper in a detailed, professional sales conversation.

The system also manages all aspects of customer service, providing assistance with endless scale. We offer: * Effortless process, we handle everything- setup, sales strategy, ongoing optimisation. * No results, no fee- only pay for new revenue. * Proven Performance: - 25% Average Conversion Rate - 15% Larger Basket Size - 34% Cross-sell Success Ready to Boost Your Revenue? Come meet us! 15-minute demo | 30-day free trial | No commitment required.

Shopbox AI Ltd +35 3872 643 122 / alan.gormley@shopbox.ai / shopbox.ai Shopbox drives up to 12% of online revenue by identifying every customer’s “mission” from their first click.

Unlike traditional personalization, which relies on historical data and misses 97% of traffic, Shopbox’s Contextual AI works with 100% of visitors—including first-timers and anonymous users. It detects intent instantly, transforming your store in real time to meet each customer’s unique needs. The result? Higher conversions, larger basket sizes, and revenue growth—all without waiting for data to accumulate.

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Signifyd 07939 068 173 / femide.okedeji@signifyd.com / signifyd.com Signifyd: Prevent Fraud, Optimise Revenue, Automate Growth Signifyd is the leading eCommerce Revenue Protection Platform, empowering retailers to combat fraud, optimise revenue, and embrace automation.

By leveraging cutting-edge AI and analysing over $600 billion in transaction data, Signifyd helps merchants: Prevent fraud and abuse to protect profits. Optimise revenue by reducing false declines and increasing conversions. Automate decisions to streamline operations and scale efficiently. In today’s competitive eCommerce environment, ensuring every transaction is secure and optimised has never been more critical.

Signifyd is trusted by global brands like Samsung, Lego, Lacoste, Mango, Omega, and Philips to provide a seamless, protected shopping experience.

With advanced 3DS 2.2 capabilities for PSD2 compliance in Europe, Signifyd offers exemptions and Secure Customer Authentication (SCA). This comprehensive solution allows merchants to grow securely while focusing on what they do best: delighting their customers.

Simpler 07480 110 489 / dan@simpler.so / simpler.so At Simpler, we understand the challenges merchants face when managing fragmented solutions for checkout flow, payment processing, shipping, and loyalty programmes. Having to integrate and maintain multiple systems can be a headache, leading to higher costs, inefficiencies, and, ultimately, lower conversion rates.

That’s why our mission is simple: to eliminate these complexities and give merchants everything they need in one, easy-to-use platform.

VONAGE vonage.com Vonage, a global cloud communications leader, supports retailers to deliver an exceptional customer experience in real time—on any device—using voice, SMS, chat, video, and social media. Enhance that experience with real-time analytics to turn conversations into sales.

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HELD TWICE YEARLY 10th March 2025 - London Canary Wharf 11th September 2025 - London Canary Wharf

SEMINARS

Join educational sessions and panels led by top industry experts. Discuss current trends and best practices to enhance your skills and knowledge.

ONE-TO-ONE MEETINGS

The summit pairs buyers with leading suppliers through personalised one-to-one meetings, fostering connections and exploring business opportunities in a relaxed setting.

Explore how our event unfolds here

01992 374098 j.lane@forumevents.co.uk

NETWORKING

Like-minded individuals will have the chance to connect with peers, build new business relationships, strengthen existing ones, and discuss industry advancements.

Smarter Payments Summit

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