3 day Masterclass

Omni Channel Retail



This is a comprehensive training course for businesses looking to grow online and offline revenue - the focus will be on increasing value for consumers. Executives in customer packed goods (CPG) or other businesses that have an interest in understanding the evolution of consumer expectations, will benefit greatly from this course.

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learn in depth

Really understand customer experience and how to improve on it

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get the latest insight

Understand how to conduct business in context, across devices and channels

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be inspired

Learn how to craft internal processes to stay ahead of change


The pace of change in customer habits demands for businesses to evolve and create processes to ensure that you are always at the forefront. 

This course will focus on customer experience, conducting business in context (across different devices and channels) and crafting an internal process to stay ahead of change. 

In just 3 days you will:

  • Learn how customers are shopping and interacting with retailers today
  • Understand what top businesses doing
  • Perform a customer experience audit, defining gaps and targeting opportunities
  • Know where your business current stands
  • Understand where and how do people buy - channels, devices, online and offline
  • Identify the 'low-hanging fruit'
  • Consider both the mid-term and longer-term strategy
  • Map out your next points of action
  • Develop a plan - from idea through to completion
  • Understand the options to streamline and speed results
  • Review your current business status
  • Learn how to get your customer more engaged, buy more often and spend more on each visit

Organisations that will benefit:

  • All Forward Thinking Companies
  • Retailers
  • Packaged Goods
  • Manufacturers
  • eCommerce Platforms
  • Suppliers
  • Banks & Financial Services
  • IT Companies

Who will attend:

  • Chief Merchandising Officers
  • Chief Commercial Officers
  • Chief Customer Officers
  • eCommerce Managers & Directors
  • Digital Marketing Managers
  • Retail Executives
  • IT managers
  • Merchandising Managers
  • Marketing Managers
  • Business Development & Sales
  • Country & Brand Directors
  • Big Data Managers
  • eCommerce Insight Managers
  • Online Trading Directors

Course Agenda

  • Big Picture
  • Speed Networking
  • Customer expectations vs. business reality
  • What are consumers doing?
  • Details from the marketplace
  • What is optimal for a business today?
  • A review of Details and data
  • Performing an audit on the entire business, not just what’s obvious - How and why?
  • Define the gaps
  • Targeted Opportunities
  • Case Study: Macy’s and some other retailers at the top of their game
  • Workshop: Where is your business? Homework
  • In what way is business being currently conducted?
  • Review by channel for your business
  • Channels, devices, online/offline
  • What are the pain points?
  • How may it be conducted?
  • “Low-hanging fruit,” changes to make today
  • What are the mid-and longer-term opportunities?
  • Definitions and details
  • Best practices by above (device, channel, and so on)
  • Case Study: An inside view of an (unnamed) retailer that gets it all wrong
  • Workshop
  • How is work getting done now? : Idea, Approval, Team/Assignment
  • How can it be streamlined?
  • Focus will be on a customized review of remaining siloes (if any), pain points, hurdles
  • What options are there? Who does what?
  • Summary
  • Recap: What’s been learned?
  • Future: What’s possible?
  • What can we do, to make customers more engaged, buying more often, spending more money each visit?
  • Case Study: Getting things done
  • Case Study: A course review, workshop review
  • Hand out of an Omnichannel Guide that can be customized for next steps
  • Wrap

For further information please call: +44 (0)207 092 1045

  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or emma-jane.dinan@terrapinn.com (Asia Pacific)
for more details


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