The CX Leaders’ Virtual Wine-Tasting Roundtable

An exclusive online wine-tasting discussion for CX retail leaders in the United Kingdom and Ireland

This virtual roundtable explored the challenges of integrating a new customer-facing channel approach. Decision-makers in CX, IT, customer support, digital experience, and intelligence from leading UK retail firms had the opportunity to learn more about adopting the proper messaging into their omnichannel strategy.

Our discussions are very much inclusive and involve all the wealth of experience from the senior peers.

For this exclusive event, The Ortus Club is partnering with Wine Tasting Adventure. All guests received a bottle of their choice: N.V Chardonnay from Burgundy, Apassimentio Primitivo, or Touraine Sauvignon Blanc.

Conversational commerce: staying ahead of the curve with messaging

Customer expectations have changed forever. Today, brands need to be everywhere their customers are. The online shift of 2020 has made retailers see a 24% increase in support requests come in over WhatsApp, and 37% who added a new channel turned to social messaging.

Facing unprecedented volatility, businesses are now building more flexibility into how they work and serve customers, and agility has become a top priority. New channels such as chat or messaging allow retailers to remain present throughout the customer experience, regardless of how and when customers chose to interact with them.

  • How can businesses get started with conversational CX?
  • How can retailers maximise the potential of conversational messaging? What are the key things to look out for?
  • What will CX look like in the future of retail?

4:00 pm: Ortus Master of Ceremonies opens session
4:05 pm: Introduction of participants
4:10 pm: Wine Tasting
4:30 pm: Discussion instigated by the moderator and continued by the group
5:30 pm: End of session

Wine Tasting Adventure

2019 Passitivo Primitivo, IGT Puglia – A superb full-bodied wine which is made from the Primitivo grape variety which have been dried slightly using ” il giro del picciolo” technique where the stems of the grape bunches are twisted so that they no longer receive nourishment. They are left for about 12 days and in that time they loose 25-30% of their weight, which concentrates the juice and natural sweetness of the grapes.

2019 Touraine Sauvignon, Loire – Pale lemon coloured, the nose is full of grassy fruit, with nettles and gooseberry, but also with hints of passion fruit and guava. The palate is medium bodied with abundant fruit and a crisp, dry finish.

N.V. Chardonnay Brut, Burgundy – An excellent all-rounder, with a refreshing, lively flavour and much finesse. Pure, fresh Chardonnay fruit with bubbles.

Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to start-ups, we believe that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition.

Zendesk serves more than 150,000 customers across hundreds of industries in over 30 languages. Zendesk is headquartered in San Francisco and operates offices worldwide.

Thursday, 17th of June, 2021

4:00 PM BST

Attended by:

COO at Dropit
Global Head of InfoSec Strategy at CHANEL
Global Head of Experience at The Body Shop
Head of Enterprise Campaign Marketing, EMEA at Adobe
Head of Risk and Control at Dixons Carphone
Head of Product Development at Vodafone
Head of Digital Delivery and Strategy at Lloyds Banking Groups
Head of Digital Marketing and CRM at Joe and the Juice
Sr. Director of Supply Chain at PepsiCo
Director of IT at Vision Express
Director of Customer Success at CIPHR Limited
Director of Visual Merchandising at House of Fraser
Director of CX at Autorama Group
Global CX Programs Manager at Dropbox

Hosted by:

MeganThe CX Leaders’ Wine-Tasting Roundtable