Agenda Day 1

Change is putting significant pressure on retailers to stay ahead of shifting consumer needs, with pressure to drive productivity and operational efficiency whilst delivering outstanding experiences that deliver true value for their customers.

• With AI everywhere and every provider having a new AI based solution, how do you focus on what you really need and choose the right technology to solve your pain points among the many available AI solutions?

• How do you deal with overly complex, disconnected CX systems and move with speed when you have legacy systems?

• How do you introduce AI systems if the foundation tech systems are not fit for AI introduction?

Mary Doumtsi

Chief Customer Officer
Nexeye

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Geoffroy Berthon

Global CX & CRM Director
Bata Group

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Torstein Amsrud

Head of Customer Experience
Komplett Group.

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The role of CX as a driver of change in redefining brand loyalty and reducing customer acquisition costs has never been more important.

With loyalty programmes having reached saturation-point, high-quality customer service and personalised offerings are a key differentiator in fostering customer loyalty. However, to build those lasting relationships with customers, retailers need to develop innovative, multi-channel engagement strategies which are data driven.

• Building up a full picture of the customer to provide meaningful, personalised offerings across multiple channels

• Overcoming customer data privacy issues to use data insights to drive loyalty

• Utilising AI to unlock smarter, faster, customer experience and loyalty offerings and connecting AI insights to measurable business outcomes

Fielmann, one of the top 3 opticians worldwide and the market leader in Germany, has long relied on its brick-and-mortar stores for business, with over 900 branches. Entering e-commerce late presented Fielmann with a unique challenge of having too many customers but too few digital services.

This session will cover the journey of introducing digital services and how this led to moving from multi-channel to omnichannel services, as customer expectations for seamless omnichannel experiences increased.

Stefan will shed light on how they drove the evolution of a consumer-centric omnichannel journey, overcoming challenges such as customers buying online and expecting flexible services such as in-store returns and exchanges, how they mastered the challenges in payment and logistics, the hurdles they had to overcome in introducing a returns portal and valuable learning from these processes. Real insights. Real challenges. A practical use case.

Stefan Wolk

Chief Digital Officer, VP Digital Solutions & Innovation
Fielmann AG

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A frictionless CX approach is the end goal for many companies. From the use and management of data, through to the practical challenges of tying different parts of a business and overcoming siloed infrastructures, omnichannel can be a tough ask. It becomes tougher, when considering the cost of pursuing the long-term goal of consumer centricity. So how can you find the right balance between being profit-first and consumer centric?

• What challenges need to be overcome to progress from a multichannel strategy to an omnichannel one?

• Does consumer centricity contradict profit first? How can you use data and insights to justify CX decisions?

• How can you find the right tech and tools to follow the customer everywhere and service them in the best possible way without breaking the bank? How can you show ROI from the omnichannel journey?

This is a question on many minds as the retail industry undergoes dramatic change. While the convenience of online shopping is changing consumer behaviour, the physical shopping experience is becoming increasingly relevant to customer loyalty and brand engagement.

• What will the future in-store retail experience look like and how can businesses evolve to align with shifting customer needs and behaviours?

• Phygital retail: what will the combination of physical touchpoints with

digital innovations look like?

• Is the future experiential with a focus on community, is it the deeper integration of in-store technology or does it move beyond simple entertainment to create highly personalised, immersive, and seamless omnichannel experiences?

• Generation Zalpha - how should retailers engage with the next generation of digital native consumers?

Laurel Thompson

WE Director Digital Experience and Site Merchandising
Converse Inc.

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The future of call centres will be about harnessing the strengths of both AI and human agents to create an optimised, seamless service model. So how is autonomous AI transforming voice interactions in contact centres - enabling natural, low-latency, high- accuracy conversations that elevate service quality and customer satisfaction?

• Learn how to identify key areas in your contact centre where AI can deliver measurable value and improve performance

• Explore practical strategies for integrating AI tools into your existing workflows to enhance efficiency and customer satisfaction

• Hear how AI and voice AI is transforming customer interactions with innovative approaches for fast, customised solutions that are redefining service experience

• Effectively integrate AI agents alongside human teams to automate voice-based tasks and manage complexity, driving efficiency without compromising on a personalised experience

Lidia Muraveva

Chief Experience Officer
Holland & Barrett

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Consumer centricity places the customer’s needs, preferences, and experience at the core of all decision-making, from product development to customer support. It requires a deep understanding of customers to create value through personalised experiences and build long-term relationships.

This mindset needs to be ingrained throughout the organisation, with employees empowered to prioritise customer satisfaction and loyalty.

• Designing CX through the eyes of the customer: how can you move towards being a truly consumer-centric company by focusing on understanding your customers on a granular level to tailor products, services and experiences to meet their specific needs?

• How do you define good customer service and bridge the gap between being product centric and consumer centric

• How can you use this consumer centricity and AI to understand your high value customers and service them in the best way?

Delivering meaningful customer connections and experiences through personalisation to boost customer loyalty and lifetime value in the face of rising customer acquisition costs, retention and increasing customer lifetime value have never been more important.

Frederik Arve

Head of Loyalty Customer Program Salling Group
Salling Group

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Whilst a problem shared does not always mean a problem halved, a problem shared with experts often means a solution to a challenge can be found.

In this round table discussion session, tables of experts will tangle with real-life, anonymous, challenges provided by attendees prior to the event. Each table will discuss the challenges and consider how they could overcome the issues put before them and offer insight into similar challenges they have also faced before.

The concept of this session is not just to provide an outcome, but to give ideas and direction to the issue at hand – to offer alternative perspectives, challenge existing ways to deliver outcomes and provide food for thought