Emerce Retail Europe

Future of Customer Journey

11:15 120 minutes roundtable
Marco Merkx Inter IKEA groupJohn Alexander Rowley Ferrero

Main topic of this roundtable is ‘where customer journeys have come from, were they are heading and how to deploy continuous improvement strategies to guarantee growth of loyal customers, revenue and profitability.’

Attendance for this session is on invitation only. Interested in joining this session, please contact Media Donyadari

Marco Merkx

Marco Merkx

Inter IKEA group

Marco has over 25 years of experience in marketing management and strategy, e-commerce, digital marketing, and customer relationship management both in operational and strategical management roles for mainly fashion, food, and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations (IKEA, Metro Group, bol.com, Etam Group, amongst otters).

Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omnichannel proposition development are my fields of expertise. For this, my commercial and technical know-how is as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.

Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range, and brand, as Global CRM/customer engagement & Loyalty Leader.

John Alexander Rowley

John Alexander Rowley


John Alexander Rowley has been passionate about helping businesses of all shapes and sizes improve their digital performance for almost 15 years.

During this time he has helped shape the digital marketing strategies for multiple organisations across various sectors, most recently focusing on ecommerce growth on the Thorntons brand as part of a €13b global organisation (Ferrero). John is accountable for over £1m in digital marketing overheads and manages an in-house team.

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