Personalisation, Automation & the Human Touch - Getting the balance right online & in-store in a changing retail environment
18 - 19 May 2026 | Hilton Barcelona, Spain
18-19 May 2026
CX at the speed of business in the age of AI
CX Retail Europe Exchange 2026 is an invitation-only forum bringing together just 55 senior CX, customer service and digital experience leaders from Europe’s retail sector. Across two focused days, executives shaping the future of customer outcomes take part in candid, closed-door discussions, practical case studies and peer-to-peer benchmarking. The agenda cuts past hype to address the issues that matter most to boards and investors: proving ROI from AI in CX, modernising legacy systems at pace, breaking down silos to deliver true omnichannel journeys, building lasting emotional connections through experiential retail, turning data into measurable impact, and unlocking value from next-generation contact centres. Request your invitation to join the Exchange and be part of the strategic conversations shaping the future of retail CX in Europe.
Secure Your Place at the CX Retail Europe Exchange
OUR EXPERT 2026 SPEAKER PANEL INCLUDES
Stefan Wolk
Chief Digital Officer, VP Digital Solutions & Innovation
Fielmann AG
Geoffroy Berthon
Global CX & CRM Director
Bata Group
Lidia Mur
Chief Experience Officer
Holland & Barrett
Frederik Arve
Head of Loyalty Customer Program Salling Group
Salling Group
Suhail Sulaiman
Global Head of Data, Analytics & AI
BREITLING
Stijn Bannier
Global Digital Product Director - Ecosystem
Adidas
Martin Lednicky
Head of Customer Care CEE
Hisense Gorenje Europe
Laurel Thompson
WE Director Digital Experience and Site Merchandising
Converse Inc.
David Rissmann
Head of Strategy & Chief of Staff
Flaconi GmbH
Elzbieta Bogatko
VP Customer Service
BestSecret Group
Ivan Protega
Head of Retail
JYSK
Torstein Amsrud
Head of Customer Experience
Komplett Group.
Marcus Tengler
VP Real Estate & Store Concepts
MediaMarktSaturn
Jaime Mur
Global Head of Retail and Customer Care
Nespresso
Babak Andishmand
Regional Technology Experience Manager
Netflix
Hareesh Goutham
Director - Retail Experience & Digital Experience Europe
Adidas
Fernando Nogueras
Global Head of Customer Service Strategy
Tui
Seb Tranaeus
Agent Engineer
Sierra AI
Navigating CX Digital Transformation
Cut through complexity to understand how AI, automation and digital tools are truly enabling employee performance, operational efficiency and measurable CX value, beyond transformation for transformation’s sake.
Delivering ROI from AI in CX
Move past the hype with real-world retail use cases of AI in customer experience, covering what’s live today, how it was implemented, and the tangible commercial value being delivered.
Creating a Unified Omnichannel Approach
Learn how retail leaders are breaking down silos to move from fragmented multichannel models to seamless, data-connected omnichannel ecosystems where every interaction adds value.
Building Innovative & Engaging Store Experiences
Explore how experiential retail is being used to create meaningful, emotion-led store experiences that strengthen brand attachment and turn physical spaces into powerful CX differentiators.
Optimising Personalisation & Loyalty
Unlock data-driven approaches to personalisation and loyalty that combat rising acquisition costs, deepen customer relationships, and increase retention, lifetime value and long-term ROI.
Next-Gen Customer Service in the Contact Centre
Prepare for what’s next in customer service — from AI-powered contact centres and resilient CX models to evolving workforce skills and the roles shaping retail service of the future.
Download the 2026 Event guide
Wondering what's in store?
Check out our 2026 Event Guide now, for an in-depth look at what to expect in May.
Featuring all the information on speakers, sessions, case studies and fellow experts that you will meet, this is your best place to find out everything you need to know about CX Retail Exchange Europe.
And, it's all in one handy guide!
A Five Star Event Series! Hear From The CX Retail Community:
2025 Highlights Reel
Benefits of Attending
EXCLUSIVE REPORT
When Points Stop Working: The New Rules of Customer Loyalty
Co-created with the CX Network, this mini-report reveals how customer loyalty is being reshaped in 2026 - and why it’s more fragile than ever. Drawing on real insights from leading retail brands, it shows how loyalty is shifting from points and perks to emotional connection, community, and trust, and how AI will change the rules again.
Download now to understand what’s next for loyalty and how leading CX teams are staying ahead.
Sponsorship Opportunities
Sponsorship is the most effective solution to share your company’s idea to senior CX, Customer Service, Digital and Retail professionals who are searching for actionable solutions.
The CX Retail Exchange Europe brings together senior decision-makers all looking to spend within the short-medium term and ready to take prequalified, scheduled 1:1 meetings.
The CX Retail Exchange Portfolio
When Points Stop Working: The New Rules of Customer Loyalty
When points stop working, what’s next? Written in collaboration with the CX Network, this concise, insight‑rich mini‑report reveals how loyalty is rapidly shifting in 2026 across fashion, ecommerce, and grocery retail outlets.
CX Retail Europe Exchange - 2025 Post Event Report
Download the 2025 post event report for exclusive insights on industry investment priorities, audience breakdown, key themes discussed at the event, and much more!
Reinventing Retail: A Look at Gen Z's Evolving Consumer Preferences
As Gen Z emerges as a powerful force in the retail landscape, brands must adapt to their evolving expectations and shopping behaviours. This article explores how retailers can connect with this digitally native, socially conscious generation by delivering experiences that resonate.
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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com
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