10:00 - 10:05

Welcome Address

Ken Hughes, CX Strategist

10:05 - 10:25

THE BIG TAKE BACK: The Psychology of the Recovery

Ken Hughes, CX Strategist

10:25 - 10:45

Boom of online DIY, Home Improvement and Gardening: ManoMano's vision of the future of e-retail in its vertical

Adrien Boullet, Senior Lead Account Manager, ManoMano

10:45 - 11:05

Trends within the home improvement market; covering the changing consumer journey in home improvement retail by drawing on the consumer decision-making journey framework

Miles Agbanrin, Consultant, Euromonitor International

11:05 - 11:30

Panel Discussion and Wrap-up

Ken Hughes + Adrien Boullet + Miles Agbanrin