Paul Miller

VP eCommerce
W.W. Grainger

Paul Miller is responsible for Grainger’s Global eCommerce experience as well as overall innovation development and leadership of the company’s customer information strategy and execution, including the quality, maintenance and analytics of customer data. Mr. Miller joined Grainger in December 2010 as Vice President, eCommerce, with responsibility for ensuring a superior online and mobile experience for Grainger’s U.S. customers.

Mr. Miller has an extensive leadership background in eCommerce and Direct Marketing. Prior to joining Grainger, he led a start-up division of a venture-backed company that services property insurance carriers. Previously, Mr. Miller was Senior Vice President, Direct Commerce for Sears Holding Corporation and Vice President of eCommerce for Williams-Sonoma Inc., leading internet and catalog activities.

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

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Day 1: Omni-channel & Online Growth Strategies

Saturday, January 7th, 2017

14:30 B2B PANEL DISCUSSION: Putting The “CX” In B2B

B2B is more than just business to business—it needs to be customer centric for your sales reps to be succeed. As eCommerce continues to penetrate the B2B community, these executives have pledged to keep top service interactions at the heart of their deals by:

•Defining your business’ cornerstones for top customer experience to transcend the entire business lifecycle:

oPre-sales engagement

oSales process and fostering the relationship

oPost-sale interactions

•Reviewing your business’ process with decision makers: are your clients’ key stakeholders business goals aligned?

•What do you need to do to ensure RFPs are seamless, clear for continuous sales

•Driving customer loyalty and support post-sale by providing incentives for sales reps to continually build top business relationships

16:40 PANEL DISCUSSION REVOLUTION: Here’s How To Create Your Omni-Channel Retail Future

For all retailers, transitioning to an omnichannel strategy comes with great challenges. In particular, most of us rely on legacy ecommerce platforms, and have difficulty adapting to the speed of the consumer, because those systems weren’t built to do so. This panel casts its eye on the technology needed to truly deploy omnichannel, outlining selections, successes and failures so far:

•Evolving your cross-channel capabilities to become fully omni-channel

•Infusing technology throughout the shopping funnel to support customer acquisition and retention: research, purchase and support

•Putting deployable and flexible technology in place to enable cross-channel shopping

•Utilizing stores for product awareness, research and purchase