About
Discover how Freedom Furniture turns browsing into buying with AI-powered product discovery and seamless omnichannel shopping. In this live session, learn practical tactics to enhance customer experiences, drive conversions, and enter 2026 ahead of the competition.
Agenda
  • Using data and analytics to drive CX decisions.
  • Personalisation, loyalty programs, and omnichannel retail strategies.
  • Real-world example: Freedom Australia.
  • Enhancing customer experience in retail using SAP solutions.
Presenters
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Federico Jalil
Digital product manager, Freedom Australia
Federico is a data-driven marketing professional with 10 years of experience in the digital space. Recognised amongst peers and industry leaders for excelling in digital transformation and digital product development and management, eCommerce performance optimisation, CRM, and marketing automation. He is an expert in data research, analytics, and implementation of strategies with a solid track record in driving business growth.
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Kevin Annfield
Team Lead, CX Solution Advisors ANZ, SAP Australia
Kevin Annfield is the Team Lead for CX Solution Advisory ANZ at SAP, specialising in eCommerce and customer experience. With over 20 years of experience in CRM, digital platforms, and enterprise technology, he helps organisations design and implement CX solutions that improve customer satisfaction and deliver measurable results.
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Adam Thorn
Managing editor, Inside Retail
Adam has worked for more than 50 major publications, including GQ, Esquire and The Sunday Times. He has curated and launched large and intimate events, edited multiple magazine titles, presented hundreds of podcasts and videos, managed large teams and moderated panels on stage.

Commercially, he has also created and strategised content for more than 100 major brands, including Facebook, Amazon, IBM, Twitter and the BBC.
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Inside Retail
As a trusted voice to the industry for over 40 years, Inside Retail’s dedicated journalists and industry insiders deliver unparalleled news, analysis and trends on retail across the globe.
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