IMRG Data Webinar - The role of customer service in providing seamless brand experiences


Customers have access to so much information on products – from descriptions, images and videos through to peer reviews; we have never been better informed than we are today. And yet the role of customer support has grown in both importance and complexity, due to the wide range of options through which customers can seek advice, information and reassurance.

So where should you offer those options, what should they be, when is the right time for intervention and how should you do it?

Join IMRG and Zendesk for this webinar sharing insight from a new joint report exploring some of the challenges that retailers face, the customer expectations that drive them and scenarios that will help to bridge the gap between customer expectation and brand promise.

We will address:

  • Where, when and how customers want retailers to provide support / reassurance
  • Empowerment of customer touchpoints
  • How to use customer service to drive loyalty
  • Joining up customer experiences

IMRG webinar image

This webinar will be 30 minutes long.


  • Andrew McClelland

    Andrew McClelland

    Head of Insight - Consultant | IMRG

    Andrew McClelland has been involved in digital commerce for over 11 years and having held senior roles at e-Retail trade body IMRG, has a unique insight into the development of online retail, changing consumer trends and the challenges that incorporating a digital offering into a more traditional retail proposition presents. With a strong, senior level, commercial background, Andrew has developed sales teams, worked with large businesses to develop go-to-market strategies and helped blue-chip organisations to understand the digital landscape.
  • Fabrice Etienne

    Fabrice Etienne

    Senior Marketing Manager | Zendesk

    Fabrice is an accomplished Marketing Director with extensive senior level experience gained leading world class B2C and B2B brands across the gaming, mobile, SaaS and technology sectors in UK, EMEA and the USA.
Event Date 20th Sep 2019 to 20th Sep 2019
Event Time 14:00 to 14:30
Location Online