Well, we came, we saw, and we conquered IRX 2019! More than 5,000 industry professionals descended on the NEC Birmingham for two days of talks, workshops, as well as clinics on how to achieve retail success. And we were delighted to contribute to the eCommerce conversation, alongside our agency and technology partners Studioworx, FoundIt! and Scurri, who all joined us at our stand.

So what was everyone talking about at IRX 2019? Here are the key takeaways that you need to know…

Takeaway #1:
‘Customer obsession’ was the buzz term on everyone’s lips, with a track dedicated solely to helping retailers put their customers at the centre of the shopping experience, no matter what channel or device they might be using.

Takeaway #2:
Michelle Beeson of Forrester displayed how retailers should start thinking outside the box in terms of how they segment their customers.

Takeaway #3: 
Something that can easily fall through the cracks of your online store if not monitored properly – performance and speed. As Google’s Conor McGann closed Day 1 of the conference, he shared in his keynote address the idea that everyone in an organisation needs to take responsibility for the performance of the web experience you offer.

Takeaway #4:
Our own Head of Channel, Shauna Moran shared the reasons why retailers need to take localisation beyond translations if going global is on the agenda. Consider localised payment methods, cultural nuances, colour preferences, promotion regulations – all of these things could mean the difference between success and failure on a global scale.

Takeaway #5:
Arguably the best quote to come from IRX 2019 – “Treat your customer like your gran”, courtesy of Anthony Sant, MD of AO. Not just something to keep in mind when it comes to logistics and fulfillment, but rather for the entire customer journey.

Takeaway #6:
Rory O’Connor of Scurri shared his insights into what customers REALLY want from deliveries (and how to use data to exceed their expectations). Case in point – 3 in 4 shoppers think it’s important to receive updates on the progress of their delivery.

Takeaway #7:
Migrating your online store from one platform to another may be the right decision for your business, but how do you really know that it’s going to be the right fit? Our Business Development Director, David Nestor looked at how retailers need to consider not just the setup costs of a new eCommerce platform, but also operational expenditure, capital expenditure, server infrastructure, upgrades and integrations in order to accurately calculate TCO (Total cost of ownership).

Takeaway #8:
A loyal customer is worth their weight in gold. It’s all well and good getting repeat customers, but with online retail being such a competitive space, sales may be fleeting. Retailers should focus on nurturing their customers to become advocates for their brand.

If you attended IRX 2019 and want to find out more about what Kooomo’s all about, click here to watch a demo of our built-in platform features and don’t forget to check out our Partner Program!