Retail Experience Revolution: Building a new Seamless, Interconnected & Personable Experience from Discovery to Service
07-08 July | Hilton Syon Park, London
Agenda Day 1
8:00 am - 8:30 am
Registration
8:30 am - 8:45 am
Welcome & Introduction from the Chair
Vinay Parmar -
Managing Director,
Customer Whisperers
8:45 am - 9:30 am
FIRESIDE CHAT: What’s Instore For CX? Discussing How To Drive Growth In A Brave New World
Mary Portas -
Broadcaster, author, activist and founder of Portas Agency,
Portas
9:30 am - 10:00 am
PLENARY PRESENTATION: The Future of Retail Agentic AI, Data, and CDPs for Hyper-Personalised Customer Experiences
Ashwin Basu -
Global Account Director, EMEA,
Treasure Data
Networking Break
10:05 am - 10:35 am
One-to-One Business Meetings
10:40 am - 11:10 am
One-to-One Business Meetings
10:05 am - 10:35 am
THINK TANK: Phygital – Are You Ready? How Retailers Are Reimagining CX Across Digital and Physical Touchpoints
Sponsored by: Zoom
11:15 am - 11:30 am
Networking Coffee Break
11:30 am - 12:30 pm
PANEL DISCUSSION: The Brand Experience: Defining The Customer Experience In Every Part Of The Customer Journey
Ray Ho -
Director of Design,
BackMarket
Shilpi Sinha - Head of User Research for Partner Products, LEGO
Lunch & Networking Break
12:35 pm - 1:05 pm
One-to-One Business Meetings
2:05 pm - 2:35 pm
One-to-One Business Meetings
2:40 pm - 3:10 pm
One-to-One Business Meetings
1:10 pm - 2:00 pm
Networking Lunch
2:05 pm - 2:35 pm
THINK TANK: Finding Understanding: Unlocking Success With Customer Insights
Diana Zharovskikh -
Global Director of Pricing and Category Management, Grocery & Retail,
Deliveroo
Diana Zharovskikh
Global Director of Pricing and Category Management, Grocery & RetailDeliveroo
3:15 pm - 3:40 pm
Structured Networking Session
Maximise your networking ROI in this curated, time-efficient session designed to connect delegates and speakers to discuss shared challenges, goals, and sector priorities.
Whether you’re looking to benchmark or share experiences, this is your opportunity to make high-impact connections in a focused, fast-paced setting. Bring your business cards!
3:40 pm - 4:10 pm
PLENARY PRESENTATION: Removing the Barriers to Exceptional CX Performance: Driving Insights with Intelligent VoC Feedback
Sponsored by: Cotera
