Jaime Mur

Global Head of Retail and Customer Care Nespresso

As the Global Head of Retail and Customer Care at Nespresso, Jaime leads the customer facing channels, from defining the global customer experience strategies, designing the boutique concept, CX journeys and operations to deploying the global network and managing the property portfolio. Jaime is passionate about creating a consumer-obsessed culture. He also mentors and develops young talent for organizational success, as part of his commitment to create collaborative and diverse teams.

Agenda Day 2

12:00 PM Panel Discussion: Experiential Retail - Building Innovative & Engaging Store Experiences to Turn Emotions into Lasting Brand Attachment

Experiential retail is an immersive strategy that transforms shopping from a transactional activity into an engaging, memorable journey to build emotional connections and lasting brand loyalty. By focusing on customer experience rather than just product displays, retailers are differentiating themselves from online competitors to drive long-term business success.

• How are you successfully moving from a brand business to an experiential business? What worked and what didn’t?

• Human element vs technology: In a world where CX discussions often focus on technology and AI, how are you shifting the spotlight back to the human element in-store and exploring empathy-driven interactions?

• What techniques are you using to create memorable experiences that build customer loyalty and encourage repeat visits/ experiences?

Check out the incredible speaker line-up to see who will be joining Jaime.

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