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Download the brand new Event Guide! See which senior UK retail brands are attending and explore the sessions you won't want to miss.

📅 1–2 July 2026 📍 Hilton Syon Park, London

CX built for execution, not theory. Join our invite-only community of senior retail leaders as they tackle the realities of delivering customer experience at speed, in an AI-powered and increasingly complex retail landscape.

Join Currys, Nike, Boots, AllSaints, B&Q, River Island, Selfridges, Moonpig, The Bicester Collection, Toolstation and more for two days of peer-led discussion and high-value networking.

Key themes include:

• Unlocking value from AI & data
• Redefining loyalty beyond discounts
• Delivering true omnichannel excellence
• Scaling personalisation responsibly
• Reimagining physical retail
• Driving next-generation customer service
  

This infographic provides insight into the investment priorities and daily challenges of Customer Experience Leaders attending the CX Retail Exchange UK 2026.

A strong focus on investment in customer journey mapping, real-time customer feedback, unified commerce & engagement platforms and agentic AI and chatbots highlights CX leaders' commitment to understanding evolving shopper behavior and expectations, and delivering technology-enabled experiences that align with these insights.

CX Leaders also recognize that employee experience is critical to delivering exceptional customer service. As a result, they are prioritizing investment in training & development, workflow automation, and AI tools to transform the user journey and enhance service delivery.

Taking place in July 2026, the CX Retail Exchange UK is an exclusive gathering of senior Customer Experience Leaders. Attendees will explore cutting-edge solutions to their most pressing challenges, gain insights from industry experts, and connect with innovative solution providers.

The CX Retail Exchange UK returns for it's 14th year this July, uniting senior customer service leaders from major UK retailers to explore how customer service functions can reduce cost, manage rising demand and deliver measurable business value. Across two days of peer-led discussions and case studies, attendees will uncover practical strategies for AI selection, adoption and integration, smarter automation, effective escalation management, service recovery, and improving agent performance - with a rigorous focus on service quality excellence. 2026 is a pivotal year for customer service leaders. Join your peers in July to help lead the shift from reactive support to proactive customer care that reduces churn, drives retention and delivers quantifiable impact.

Download this agenda now to see retail's challenges for customer service and how we can help.