4TH FEBRUARY 2025
HILTON LONDON CANARY WHARF
CONTENTS
We’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!
4 Itinerary
6
8 Our Partners
10 Seminars ‘Customer Engagement: Leveraging Chatbots and Live Support to boost engagement in 2025’
Follow us on socials: @forumeventsltd
16 Delegates
20 Dates for your Diary
22
Supplier Directory
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
Partners & Supporters
08.45 - 09.30
ITINERARY
TUESDAY 4TH FEBRUARY
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
CUSTOMER ENGAGEMENT: LEVERAGING CHATBOTS AND LIVE SUPPORT TO BOOST ENGAGEMENT IN 2025
In 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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SEMINARS
TUESDAY 4TH FEBRUARY
08.45 – 09.30
Chris Combemale CEO DMA
“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.
09.40 – 10.00
Ruth O’Brien Senior Director Automated & Proactive Support at Intercom
“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 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.
13.55 – 14.15
Andrew Davis Keynote Speaker & Workshop Trainer
TUESDAY 4TH FEBRUARY
“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.
• 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.
14.20 – 14.40
“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
DELEGATES
AB Inbev
Beards & Daisies
Biotiful Gut Health
Boohoo Group
Colewood Automotive
Crane Garden Buildings
DetoxPeople Ltd
Edgewell Personal Care
Ettore
Hearing Direct International
HSNF
In The Style
Knight Home Living Ltd
London Stock Exchange
LVMH
Moonbug Entertainment
Moss & Glow
Nkuku
Parfums Christian Dior (UK) Ltd
Peggy Rain Limited / ROLLAER
Regal Fish Supplies
Serious Pig
Sock Snob Uk
Stephen Webster Ltd
SUCK UK LTD
Talking Tables
Tesco
The Economist
The Electric Car Scheme
Three UK
Toast
UK Pickleball Shop
UltraMax Batteries
Varley
Wella
Wolverine Worldwide
WYSE London
XUM Enterprise Ltd
Yoox Net-A-Porter
Zone3 Ltd
Transformation Manager
eCommerce & Marketing Manager
Head of Ecommerce
Head of Ecommerce & Trading
Digital Marketing Executive
Marketing Manager
Senior eCommerce Manager
DTC Trading Manager
CDO
Ecommerce Sales & Marketing Manager
eCommerce & Digital Marketing Manager
Senior Ecommerce Manager
Ecommerce Manager
Ecommerce Manager
Director of eCommerce
ebusiness Manager
Head of Consumer Products Marketing
CEO
eCommerce Director
eCommerce Manager
Head of Operations & SCM
eCommerce Manager
Marketing Manager
Head of eCommerce
eCommerce Executive
Head of Ecommerce
eCommerce Marketplace Manager
Senior Online Customer Experience Manager
Payment Optimisation
Head of Partnerships
Digital Sales Operations Lead
eCommerce Manager
Chairman
Director
Marketing Executive
Head of Ecommerce
Ecommerce Manager
Senior Global Digital Transformation Manager
Ecommerce Director
Senior Ecommerce Manager
eCommerce Manager
Site Trading Director
Ecommerce Director
DATES FOR YOUR DIARY
10th March 2025
Hilton Canary Wharf
Scan or click here for our website:
10th July 2025
Hilton Canary Wharf
22nd October 2025
Hilton Canary Wharf
Scan or click here for our website:
Scan or click here for our website:
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.
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.
Corvidae
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
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. 07368
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.
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
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
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 +97 2557 732 387 /
Pomegranate Media
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.
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. +97 2524 404 282 / gil@saywhatt.com / saywhatt.com
+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.
Signifyd
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.
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.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.
11th September 2025 - London Canary Wharf HELD TWICE YEARLY
10th March 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.
Explore how our event unfolds here
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.
NETWORKING
Like-minded individuals will have the chance to connect with peers, build new business relationships, strengthen existing ones, and discuss industry advancements.