Bright Pearl and Trustpilot


Unlocking the secrets
to superior customer
experience in

  • 13th June 2019 from 5.30pm
  • Humble Grape, Fleet Street, London

Join us for an interactive panel discussion on the intrinsic link between reviews and providing a superior customer experience. Hear from retailers and experts as they share how they are successfully addressing the rising review culture trend whilst enjoying a wine tasting experience. 


We now exist in a world where customers expect more from the brands they deal with. As a result, today’s online consumer is increasingly vocal and unforgiving - but also much more reliant on the feedback of other shoppers to support their decision making.

In order to strive and thrive in this growing review market, businesses need to understand their entire customer journey and provide seamless ‘experiences’. Join us for a ‘wine tasting experience on Thursday 13th June, 2019 from 6pm. Unlike the wine, great ecommerce is not just about full-bodied flavour; it’s about every touchpoint your customer interacts with - from discovery to delivery and beyond. Come and try a selection of wines as we delve into our latest research that examines this, and how businesses can focus on delighting customers with their seamless buying experience.

We’ll have a host of retailers and brand experts on our panel exploring the power of reviews, how you can address and manage them as well as highlighting how you can streamline operations and close gaps. We will also explore how a focus on superior experiences at all ends of the buying journey - from outstanding user experiences and same-next day delivery options to real-time shipping and customer-focused returns models are all essential elements needed to mitigate negative feedback, and drive loyal customers.

Topics include

  • Introduction to the emerging review culture
  • How feedback is driving purchase decisions
  • Identifying the key cause of consumer dissatisfaction
  • Understanding the impact of feedback on spending and lost profits
  • How you can revolutionise the customer experience


  • 5.30pm Arrival and sparkling wine reception
  • 5.45pm Wine tasting experience and canapes
  • 6.15pm Introduction and research launch
  • 6.30pm Merchant and expert panel discussion
  • 7.30pm Mix and mingle with further food and more wine tasting

Meet the Panel

  • Lynsey Wellman

    Lynsey Wellman
    Director at Wineware Ltd

  • Andrew Busby

    Andrew Busby
    Forbes Retail contributor and Founder at Retail Reflections

  • Ben Lewis

    Ben Lewis
    Business Development Manager at Trustpilot

  • Holly Bradshaw

    Holly Bradshaw
    Business Development Manager at Trustpilot

  • Joanna Steele

    Joanna Steele
    Senior Reviews & Customer Generated Content Manager at Argos

  • Andy Lockley

    Andy Lockley
    Head of Ecommerce at Love Shopping Direct

  • Chloe Thomas

    Chloe Thomas
    Founder Ecommerce MasterPlan

  • Louise Read

    Louise Read
    Head of Marketing UK at Brightpearl

Register your interest

Space at this exclusive event is limited