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.

Inside, you'll discover:

• Real-world examples of how brands are aligning with Gen Z’s environmental values
• Fresh ideas for reimagining the in-store experience to engage the next generation of shoppers
• Case studies of successful omni-channel strategies that meet Gen Z consumers wherever they are – online, in stores, or beyond
  

Trying to provide exceptional customer experiences without high-quality data to back it up is like trying to drive with your eyes closed. Effectively leveraging customer and product data can help CX leaders create friction-free customer journeys and design customer-centric products and services.

In this interview, smart Europe GmbH’s Head of Customer Engagement Solutions, Aymen Ismail, shares his vision of how CX leaders can supercharge customer experiences with data insights. Read on to discover:

• A three-step reality check every CX leader should do before implementing AI
  
• How combining customer 360° and product 360° views can help CX leaders drive loyalty, efficiency and growth
• Why eliminating silos is key to unlocking powerful data insights

The way that customers want to interact with retail brands today is almost unrecognisable compared to ten years ago. The rise of mobile commerce, growing preferences for diverse payment and delivery options, and heightened expectations around personalisation have compelled retailers to rethink their approach to the customer journey to ensure that customers receive exactly the kind of service they want, exactly when and where they want it.

With competition so high in the retail space, adopting an omni-commerce approach to deliver consistent, convenient and personalised experiences across multiple touchpoints can help build customer trust and loyalty while meeting customers where they are.

Marco Trada is the eCommerce Director for Italy at Group Adeo’s Leroy Merlin, Europe’s largest DIY retailer. Having started his career gaining retail experience in his family’s business in Italy, Marco went on to lead Microsoft’s direct to consumer and direct to business online stores across various European regions before joining Leroy Merlin. Responsible for driving new eCommerce growth, enhancing profitability, and accelerating the company’s omni-channel transformation, Marco holds ample expertise in devising and executing omni-commerce strategies designed to align with the evolving expectations of the modern consumer.

In this exclusive interview with the CX Retail Exchange, Marco shares insight on evolving customer behaviours, what an ideal omni-channel experience looks like for the customer, and what kind of cultural transformation is needed within an organisation to achieve a true omni-commerce mindset.

Download the 2024 post event report for exclusive insights on industry investment priorities, audience breakdown, key themes discussed at the event, and much more!

Hear what last year's attendees at the CX Retail Europe Exchange said:

“Great event, well organised, good location, excellent content and a pleasure to meet many CX focussed leaders.” WNS Global Services (UK) Limited

“One of the best events I have attended. The audience size, mix of brands and majority of topics were truly relevant for my job.” Camper

“Inspirational and thought-provoking sessions and presentations from various industries, each showcasing different use cases that highlight varying levels of maturity in customer experience and personalisation work. A well-structured format fostered discussions and knowledge sharing, which we found incredibly valuable.” Pandora

Download the CX Network’s Global State of CX 2024 report to discover how generative AI, data and customer demands are shaping CX in 2024.

Consumers are becoming increasingly aware of the retail sector’s environmental impact. In this article, retail leader Louise Mitchell shares tips on designing and communicating sustainability strategies that resonate with customers to achieve trust and loyalty from the next generation of environmentally conscious consumers.

Customer support provides a crucial touchpoint which can make or break customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty and reduce churn. This article highlights the often-overlooked value of customer support in CX strategies and examines how technology is transforming the role of support agents.