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Customer focus and innovation at the heart of the new retail paradigm

The CX Exchange for Retail is the annual meeting place for the most senior names in the industry to connect with the biggest brands in retail, and hear how they are navigating digital transformations into customer-centric organisations with personalisation and customer focused strategies.

The Exchange will equip you with the latest strategies to wow your customers and give them the ultimate retail experience.

Alongside cutting edge sessions, attendees will have the exclusive opportunity to meet with innovative, future thinking customer experience solution providers.

2020 Speaker Line-up includes:

  • General Manager UK, Netherlands & Nordics, Alibaba Group
  • Chief Commercial Officer, Lovehoney
  • Director of Customer Services, N Brown Group
  • Retail Stores Director, WH Smith
  • Head of Insight & loyalty, M&S

Here’s what some of our past attendees had to say about the CX Exchange Retail:

  • “A very pleasant, well organised event enabling a large array of solution providers available to assist all areas of Customer Service / Call Centre handlers. A great networking occasion as well as an opportunity to listen to a variety of speakers and panels with different views on the customer journey.” – Mulberry
  • “A brilliant combination of excellent suppliers, speakers and delegates. I would recommend to anyone who is exploring or building their future retail service strategy.” – Head of Customer Contact, Wilko

In this fiercely competitive and fickle market of retail, customers are easily led into competition.

Customer demands are constantly evolving, and this won’t slow down anytime soon. To combat this retailers have been managing digital transformation, seamless Omni channel experiences and embedding the Voice of the Customer into their customer journey, as well as rethinking their in-store experience.

Companies know that millennials are disrupting the market, and 2019 is seeing a huge shakeup of digital technology within CX strategy, with AI, Chatbots, Virtual Fitting Rooms and sophisticated apps at the forefront of investment. The trouble is, there are few companies who have effectively harnessed the technology truly effectively, although Retail is pioneering the way.

The challenge of delivering a seamless experience across touchpoints has also never been more prevalent, with experiences needing to be flawlessly executed instore, online and on an app. This report will take a look at some cutting edge CX strategies being deployed to tackle the industry challenges to truly embrace your customer experience online and in-store.

Helen Baynes | Head of Premium Customer Strategy

How do you go about providing a customised experience for each shopper?

For us it’s all about offering every customer a luxury service experience. And then it’s really about how we manage to foster that relationship over time as to how we continue to personalise it.

One of the key ways that we have gone about doing that, for a very long time, is around our new arrivals, or what’s new, which has been a core driver of engagement with our customers for years.

And really empowering the customer to tell us which designers they want us to tell them when we’ve got new stock that’s been delivered from. And that’s done from a combination of us knowing what they’ve bought previously, and that being fed into their preferences, but equally the customer saying, well, actually also tell me about A, B and C designers, whichever they are. And I think that’s one of the elements of personalisation across the board that has been there for more than ten years, for a very long time.

In your opinion, what are the key elements needed in a customer strategy to really drive loyalty? Loyalty is essentially about feeling, right?

And I feel like you need to understand what it is that drives that feeling of loyalty with your customers, as the first step. And you also need to understand what behaviours…

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Customer Experience Exchange for Retail
20 – 21 April 2020 | Hilton Syon Park, London

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