20th - 21st April 2020 
Hilton Syon Park, London

Resource Library

Welcome to the CX Retail Resource Library. On this page, you will find our top featured content!

Download the Agenda

Take a look at the 2019 agenda for the Customer Experience Exchange for Retail to give you an idea of what the 2020 Exchange will look like before the new agenda is released.The 2019 CX Retail speaker line up included: Adidas, Lindt, Harrods, River Isla ...

Featured Download

Death of the High Street As We Know It?

Exclusive report featuring the thoughts of retail industry leaders including: Andy Brown, Central Retail Operations Director, Argos; Andreas Schlegel, Global Director Network Development, Volvo; Cathy Reid, Head of Cu ...

CX DISRUPTORS: Retail Leaders Report

What was once considered cutting edge in retail, such as the ability to buy an item online and return in-store, is now considered standard, by customers and the industry as a whole. However the retail industry continues to be shaken by disruptive technology, driven by advances in mobile devices a ...

CX Retail: Online vs. In-store

In this fiercely competitive and fickle market of retail, customers are easily led into competition. Customer demands are constantly evolving, and this won’t slow down anytime soon. To combat this retailers have been managing digital transformation, seamless Omni channel experiences and embedding ...

Customer Experience Retail: Investment Priorities Report

The last 5 years have seen technological advancement in many ways, beyond many expectations. For the customer experience arena in particular, the rise of convenience in retail has seen consumers truly take control. They choose the brands they interact with, with the full backing of millions of re ...

Customer Experience Exchange for Retail Post Event Report 2019

In July 2019, we spent two full days deep-diving into the biggest challenges keeping customer experience executives awake at night and discovered new insights that are informing the CX strategies of retail today. Whether you’re a digital-only player or a long-standing high street retailer, you ca ...

Interviews with Industry Leaders

Andreas Schlegel, Global Director Network Development, Volvo

Andreas shares examples about integrating a customer culture into Volvo’s showrooms, together with the importance he places in the difference this can make between a standard customer journey and a memorable ‘wow’ one. 

Karl De Bruijn, IT Director, Cath Kidston

Karl talks the audience through delivering a fantastic customer experience in a legacy environment, with specifics on convincing the IT department of the benefits of investing. 

Andy Brown, Central Operations Director, Argos

Having recently changed the face of a much loved brand to be more digital-friendly, Andy talks through the importance of digital and it’s place on the high street. He also talks about the important of engaging his employees for effective results. 

Cathy Reid, Head of Customer Experience, Anne Summers

Cathy talks about strategies of connecting the dots between the online and in-store world, as well as combining the two to create a fantastic shopping experience. 

Paul Sands, Director of Customer Experience, Bang & Olufsen

Emotional engagement is now the buzz of the customer facing industry, and Paul discusses some of the challenges and opportunities that are presented when investing in tools to enhance the overall engagement of the customer. 

Interview with Melanie Kleemann, Head of Customer Experience at IKEA

Melanie Kleeman is the Head of Customer Experience at IKEA leads the strategic development of the end-to-end customer experience across all touchpoints responsible for the operative units. She shares her insight and strategies she implements to create a unified customer experience. 

Customer Experience Strategy

Khaled Akl, VP Customer Development Global Route to Market, Unilever

Khaled discusses Unilever’s experience in crisis management, with a particular focus on the Arab Spring crisis, and how effective customer management at this time can make the world of difference for loyal customers. 

Creating a Customer Experience Strategy in a Legacy Environment

Innovation through CX requires a transformational change throughout the organisation. However, legacy systems, lack of time, money and buy-in can all make this process incredibly difficult. Karl de Bruijn, IT Director at Cath Kidston, took the audience through the importance of working closely with the IT departments to ensure that...

Customer Culture & Centricity

Implementing Multichannel Customer Initiatives in your Organisation to Maximise your In‐Store Experience

Every customer wants a consistent experience that is unique to them, regardless of which channel they choose to use. Combining the instore and online experience can be tricky, but through implementing the correct technology in your stores, you have the opportunity to truly understand how customers make purchasing decisions, and...

How to Deliver the Most Personalised Level of Customer Experience Possible

Every customer wants an experience unique to them when they interact with their retailer. Despite retailers striving to deliver this, few companies are able to gain sufficient detail and insight from their customers to make this achievable. As eCommerce transforms the way we shop and technology reduces the time required...

What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organisations ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty,...