Nicki Young

Global Head of Digital Product Management & Marketing
RS Components

With operations in 32 countries, RS Components offer more than 500,000 to over one million customers, shipping around 44,000 parcels a day. RS Components’ products, sourced from 2,500 leading suppliers, include electronic components, electrical, automation and control, and test and measurement equipment, and engineering tools and consumables.

With a constant focus on online business development, Nicki started his successful career at St Andrew's Healthcare before joining BT and then RS Components. Since he started, Nicki achieved shaping a significant online transformation, realising £20m p.a. in incremental revenue, increasing online customer acquisition by c.180k p.a. and significantly improving the online customer experience. In less than 5 years, he climbed all the way up to head of online customer experience on a global scale. His advice “If you want to be successful in digital, understand your customer’s needs, be dynamic and innovative in your thinking, focus on value and execute incredibly well.”

Nicki will second Vishal in opening the conference on 7 December with a powerful keynote presentation on what is takes to be a truly omni-channel organization.

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

Download The Latest Agenda

Day 1: 7 December 2016

Thursday, July 7th, 2016

08:50 Opening Keynote Presentation : Digital Transformation: How to Transform your Time to Market and Customer Experience to Compete in a Digital World

Accountable for developing a global digital strategy to drive digital growth for Electrocomponents plc (FTSE250, with traffic in excess of 100m visits a year and £1.3bn revenue with over 60% online channel share), Vishal is driving the creation of a world class online experience; leading a global team of senior professionals from Paid Media, PPC and SEO across agile development teams and Digital Product Managers to UX teams; and working strategically to drive digital transformation.

Since he started, Nicki has achieved a significant online transformation, realising £20m a year in incremental revenue, increasing online customer acquisition by 180k a year and significantly improving the online customer experience. In less than 5 years, he has climbed all the way up to Head of Online Customer Experience on a global scale. His advice is: “If you want to be successful in digital, understand your customer’s needs, be dynamic and innovative in your thinking, focus on value and execute incredibly well.”

Jointly, Vishal and Nicki will address:

How does your existing organisational design create barriers to a holistic perception of the customer experience?
Breaking down silos to improve tracking and measurement
Getting an end-to-end view of the process
Building customer journey strategy: what does it mean?
Does the objective of a holistic customer experience presuppose the breaking down of internal silos?
Tracking, creating leads and converting
How can a truly omni-channel experience emerge from internal transparency and visibility?
What does “taking the customer’s perspective” really mean?
How can the customer experience approach drive internal operations and strategies around digital marketing?
What are the ways to benchmark digital sales performance internally?
How can KPIs and marketing milestones be monitored to get a single view of the digital performance across the organisation?
What does data awareness mean in a world transitioning from offline to online?
Is data infrastructure the issue? How do you assess if your data architecture is what you need to enable proper tracking of digital performance?
Do you have the right capabilities – people and processes – in place to analyse the data and track digital performance?
Is a Chief Data Officer necessary to drive a data-driven mind-set in the organisation?
How can digital visibility drive more online and offline sales?