John has been passionate about helping businesses of all shapes and sizes improve their digital performance for over 15 years. During this time he has helped shape strategies across digital transformation, omni-channel marketing and direct-to-customer ecommerce for multiple organisations across various sectors, most recently focusing on growth in Ferrero across brands including Thorntons, Nutella, Ferrero Rocher, Kinder and Tic Tac. John’s presentations and publications focus on ‘Profitable Customer Journeys’ and cover topics including ROI attribution modelling, customer persona relationships and creating ‘best in class’ end-to-end experiences.
Creating Profitable Customer Journey’s in a post-pandemic world
The trend of online marketing and commerce has been catalysed by COVID-19 in recent years, with many businesses activating multi-year digital roadmaps in just a few months. With the rush to adapt, it’s more important than ever for businesses to consider the customer journey, which today is a complicated matrix of multi-channel, hyper-targeted and in-the-moment experiences. John discusses topics including ‘how to create best-in-class direct-to-consumer experiences’, ‘how to focus on the customer, and the tangible benefits of doing so’ and ‘how to utilise attribution data to drive even greater profitability and performance’.