SubscriptionX - The Subscriptions Economy in Retail and eCommerce

Marie Goddard, Director, Customer Experience and Loyalty Marketing at the FT brings her publishing experience to the booth, while Shane Mc Hugh, Enterprise Account Executive at Chargebee, explains what subscription retailers can learn from the banking industry. Discussion points in this episode:Why a cancelled subscription isn’t always the endHow giving readers, or subscribers, choices that work for them can help build and maintain engagement Is subscription even the best word for these services? Could Membership strike the right tone? 

Ammar Ahmed Qureshi, Director of Revenue CRM at Babbel, and Madhuri Narayana K, Director - Customer Success & Consulting at Chargebee, bring a wealth of experience to the booth. This episode not only covers Ammar’s current role at language-learning subscription Babbel, but also allows him to bring extensive knowledge from the telecommunications industry with key lessons to pass onto any subscription firm.Discussion points in this episode:What subscriptions businesses can learn from telecomWhy AI is the end of customer cohorts Why traditional CRM strategies no longer meet the needs of subscription businessesHow to future-proof a subscription business?

Mark Scott, co-founder of Bella & Duke, visits the booth to tell Shakti Bharath, VP of Solution Consulting, Chargebee and Katie Searles how he built a subscription business from the love of pets. Inspired by an interest in wellness, and the raw food movement, Scott took his subscription business from zero to £50mn and profitability. Discussion points in this episode:Learning how to fail…fastThe death curve, and how to avoid it Why achieving an R number greater than 1 is crucial for subscription businesses

Mohsen Ghasempour, Group AI Director at Kingfisher - the retail powerhouse behind B&Q, Screwfix and Castorama - joined Rabie Laib, Senior Solutions Expert (EMEA) Chargebee and Katie Searles to discuss why retailers and subscription brands don’t have to build AI tools from scratch - and how they can make the most of existing systems. Discussion points in this episode:Why “data is gold”Harnessing AI to build consumer-helping tools, and why Hello Casto is a game-changer for French DIY beginnersDealing with AI concerns And operating in an omnichannel world 

Michael returns to the booth to cover collaboration and partnerships with Richard Sale CEO, Digital Fitness Division at The Original Fit Factory, previously of Peloton. Discussion points in this episode:How partnerships can be beneficial in reaching new customer bases, as well as helping with growing marketing costsWhy there needs to be a recognisable connection between collaborative companiesWays to avoid diluting your brand message How the fitness industry can deal with churnBehind the microphones:Richard Sale CEO, Digital Fitness Division at The Original Fit Factory:https://www.linkedin.com/in/richard-sale-3ba49a37/Michael Smink, Strategic Growth Lead EMEA, Chargebee:https://www.linkedin.com/in/michael-smink/Katie Searles, Editor, InternetRetailing and DeliveryX:https://www.linkedin.com/in/katie-searles-522451132/ (00:00) - Tempo: 120.0

Kris Jacobs, Subscriptions Product Owner UK and Ireland, Specsavers, visits the booth for an honest discussion with Katie and Sam on replatforming and having the right technology – or technology partner. Discussion points in this episode:Specsavers 20-years of experience in the subscription spaceWorking in partnership to build software that works for your team and customersThe challenges of replatforming How to continually move forward, and what is next for Specsavers’ Easycare serviceBehind the microphones: Kris Jacobs, Subscriptions Product Owner UK and Ireland, Specsavers:https://www.linkedin.com/in/kristian-jacobs-aa5aa419Sam Quirke, Enterprise Account Executive at Chargebee:https://www.linkedin.com/in/sam-quirke/Katie Searles, Editor, InternetRetailing and DeliveryX:https://www.linkedin.com/in/katie-searles-522451132/ (00:00) - Tempo: 120.0

Katie and Sjoerd speak to James Hirst, Founder & Director, The Intelligent Brief, about its focus on using ML and AI to streamline and enhance the early stages of creative brainstorming and planning to increase efficiency in the creative process. Discussion points in this episode:The potential AI has to make running a subscription business more efficientWhy now is the right time for retailers, of all sizes, to be thinking about AI Why a re-education is neededWhere should retailers and subscription companies be using caution around these advancements Behind the microphones: James Hirst, Founder & Director, The Intelligent Brief:https://www.linkedin.com/in/jamesahirstSjoerd Feenstra, Enterprise Account Executive at Chargebee:https://www.linkedin.com/in/sjoerd-feenstra/Katie Searles, Editor, InternetRetailing and DeliveryX:https://www.linkedin.com/in/katie-searles-522451132/ (00:00) - Tempo: 120.0

Gemma Mills, CEO & founder of JOMO Club - a D2C membership featuring artisan alcoholic drink alternatives designed to promote the ‘Joy Of Missing Out’ - joins Katie and Hessell to discuss the inspiration behind her subscription business. Discussion points in this episode: How entrepreneurial spirit helps when launching a new subscriptionWhy events, and different seasons, are a key consideration when scaling a business How to build a club or community of shoppersWhat lessons can be learnt along the wayBehind the microphones:Gemma Mills, CEO & founder of JOMO Club:https://www.linkedin.com/in/gemmamills1Hessel Mulder, Enterprise Account Executive at Chargebeehttps://www.linkedin.com/in/hessel-mulderKatie Searles, Editor, InternetRetailing and DeliveryX:https://www.linkedin.com/in/katie-searles-522451132/ (00:00) - Tempo: 120.0

Desi Reuben-Sealey, Senior Manager UX, Victorinox (Swiss Army Knife) joins Katie and Michael in the booth for a look at the importance of user experience - whether that is in a physical store; a direct-to-consumer offering or a subscription service.Discussion points in this episode: How can retailers ensure high quality user experience across multiple touch pointsWhy excellent and on-going customer service is key to a legacy brand The part brick and mortar stores have to play Desi’s taste in watches Behind the microphones:Desi Reuben-Sealey, Senior Manager UX, Victorinox:https://www.linkedin.com/in/desireubensealeyMichael Smink, Strategic Growth Lead EMEA, Chargebee:https://www.linkedin.com/in/michael-smink/Katie Searles, Editor, InternetRetailing and DeliveryX:https://www.linkedin.com/in/katie-searles-522451132/ (00:00) - Tempo: 120.0

In this episode we will hear from natural deodorant company Wild who aim to transform the bathroom with a range of refillable products. Origin Coffee are also back to describe how physical stores (or coffee shops) can play their part in this refillable revolution.