CX rETAIL EXCHANGE UK
Leveraging Data & AI to Deliver Meaningful Customer Experience & Deepen Loyalty
1-2 July 2026 | Hilton Syon Park, London
1-2 July 2026
Powering Personalisation - Empowering Employees – Driving Omnichannel Excellence
The CX Retail Exchange UK returns 1–2 July 2026 for its 15th edition as the must-attend senior, invite-only forum uniting CX, customer service and digital leaders from major UK retailers. Join 70 of your true peers to access exclusive case studies and collaborative sessions to personalise at scale, empower frontline teams and create loyalty-driving omnichannel experiences.
As customer wallets fill with loyalty cards, the term has become synonymous with discount. The challenge for retailers now is to build genuine long-term affinity and meaningful emotional connections. In 2026, retailers are moving away from chasing the next ‘shiny toy’ and are shifting their efforts back to what customers truly value, and revisiting the core principles of customer excellence to deepen loyalty and increase lifetime value.
The next era of competitive advantage will belong to those who can balance these fundamentals with the right technology - bringing together rich first-party data, personalising at scale, leverage AI responsibly and empowering frontline teams to act as true customer champions.
Secure Your Place at the CX Retail Exchange UK
To ensure the CX Retail Exchange offers the highest degree of relevancy for attendees, only senior Customer and Experience professionals responsible for CX within their organisation are invited.
Our Expert 2026 Speaker Panel Includes....
Chair: Paul Sims
Consultant
Equal Experts
Deborah Honig
Former Chief Customer Officer
Samsung UK & Ireland
Andrew Webb
Chief Digital Officer
Screwfix
Stuart Trevor
Founder, ex-CEO
AllSaints
Linda Cereda
Global Vice President - Marketing Data
Nike
Chris Other
Customer, Marketing & eCommerce Director
Toolstation
Ross Beaumont
Product and Technology Director
Selfridges
Lewis Day
Customer Strategy & Value Proposition Director
Currys Plc.
Matt Walburn
Customer Executive Director of Marketing and E-Commerce
A.S. Watson UK Superdrug Savers
Meriel Neighbour
Global Transformation Director
River Island Clothing
Hariss Amin
Global Lead of CX & AI Product Management - eCommerce
Hunter Douglas
Mazhar Butt
Group Director of Guest Experience
The Bicester Collection
Louise Seston
Head of Marketing, Healthcare
Boots
Julia Bischof
Retail Director EMEA
Le Creuset
Elisabeth Fennell-Connell
Director of Customer Service & Customer Experience
Moonpig.com
Jonathan Beirne
Customer & Operations Director
musicMagpie
Adrian Evans
Head of Digital Product Customer Commerce
B&Q Plc
Samuel Jackman
Head of Customer Experience
Hammonds Furniture
Maria Madonna
Global Manager Customer Experience
AllSaints
2026 CX Retail Exchange UK Key Themes
Unlocking Value Through AI & Data
AI and data promise speed, scale and smarter decisions — but only when built on strong foundations. As investment grows and organisations shift from pilots to performance, the focus must move from hype to execution. How can brands turn fragmented data into trusted intelligence, embed AI responsibly, and drive measurable impact through people, process and governance?
Omnichannel Excellence
Customers don’t think in channels, they think in brands. Omnichannel excellence connects journeys, data and decisions across every touchpoint, breaking down siloes and removing friction. By empowering teams with the right insight, brands can deliver consistent experiences wherever customers engage. In a digital-first world, how can retailers seamlessly blend physical and digital to drive conversion and loyalty?
Redefining Loyalty to Remain Competitive
Most retailers now have a loyalty programme, yet for many customers loyalty simply means discounts. As economic pressure reshapes spending behaviour, brands must rethink how relationships are built. True loyalty comes from relevance, recognition and meaningful experiences. How can retailers move beyond transactions to create emotional connection, repeat engagement and long-term advocacy?
Leveraging Data to Drive Personalisation
As wallets tighten, hyperpersonalisation has become a critical competitive advantage. Customers expect instant, tailored, VIP experiences across every interaction. AI promises to deliver this at scale but trust is essential. How can brands use data to personalise responsibly and transparently, balancing commercial impact with privacy, consent and sustainable long-term customer value?
Download the 2026 Event Guide
Wondering what's in store?
Check out our 2026 Event Guide for an in-depth look at what to expect in July.
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 UK.
And, it's all in one handy guide!
A Five Star Event! Hear From The CX Retail Community:
EXCLUSIVE REPORT
When Points Stop Working: The New Rules of Customer Loyalty
Co-created with 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.
CX Retail Exchange: In pictures
The CX Retail Exchange Series
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 Exchange Post Event Report 2025
Download the 2025 post event report for exclusive insights on industry investment priorities, audience breakdown, key themes discussed at the event, and much more!
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