Kelly Tolan

Head of Customer Experience
Virgin Media

Kelly is responsible for the Retail Customer Experience at Virgin Media. Over 11 years Kelly and her team have completely transformed the way that the company handles customer interactions. Kelly believes that building a great retail experience comes from delivering a first class service at each and every touch point. Kelly was responsible for developing a ‘Retail Sales Application’ used by all 500 staff across Virgin’s network of 80 stores; accessed via an iPad. The application takes the customer on a journey, facilitating a conversation, understanding their needs, recommending the most appropriate solutions then linking to Virgin’s online systems to directly process the sale. It powers a lead management and analytical database, providing Virgin with a clear insight into each stage of Customer Interaction.

Check out the incredible speaker line-up to see who will be joining Kelly.

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Day 2 – Future in-store innovations

Monday, June 5th, 2017

14:30 Our Flagship Journey : How can retailer’s best collaborate to leverage each other’s strengths and generate more interest and sales in each other’s products?

How can retailers collaborate with store formats to leverage each other’s strengths?
Building new partnerships: how can you collaborate with other retailers to generate more interest and sales across each business?
How can you increase footfall when operating within a third party retailer where you have limited control over the store operations?
When does it make sense to collaborate with another retailer and when does it not?