Announcing our star speaker for 2025 - Mary Portas OBE, broadcaster, author and founder of Portas Agency!

We are thrilled to announce Mary Portas will be joining us as a keynote speaker at this year’s CX Retail UK Exchange! A visionary retail expert known for transforming brand experiences and customer engagement, Mary will be drawing on her varied experience in the UK retail industry, sharing vital insights to transform the relationship between brand and customer.

Download this press release to find out more about Mary's involvement in the CX Retail UK Exchange. 

The way that customers want to interact with retail brands today is almost unrecognisable compared to ten years ago. The rise of mobile commerce, growing preferences for diverse payment and delivery options, and heightened expectations around personalisation have compelled retailers to rethink their approach to the customer journey to ensure that customers receive exactly the kind of service they want, exactly when and where they want it. With competition so high in the retail space, adopting an omni-commerce approach to deliver consistent, convenient and personalised experiences across multiple touchpoints can help build customer trust and loyalty while meeting customers where they are.

Marco Trada is the eCommerce Director for Italy at Group Adeo’s Leroy Merlin, Europe’s largest DIY retailer. Having started his career gaining retail experience in his family’s business in Italy, Marco went on to lead Microsoft’s direct to consumer and direct to business online stores across various European regions before joining Leroy Merlin. Responsible for driving new eCommerce growth, enhancing profitability, and accelerating the company’s omni-channel transformation, Marco holds ample expertise in devising and executing omni-commerce strategies designed to align with the evolving expectations of the modern consumer. In this exclusive interview with the CX Retail Exchange, Marco shares insight on evolving customer behaviours, what an ideal omni-channel experience looks like for the customer, and what kind of cultural transformation is needed within an organisation to achieve a true omni-commerce mindset.

Ahead of the CX Retail UK Exchange on 7-8 July in London, we were delighted to sit down with two of our expert speakers, Richard Lim (Chief Executive, Retail Economics) and Mohsen Ghasempour (Group AI Director, Kingfisher) to discuss one of this year’s most pertinent topics: AI implementation.

In this wide-ranging interview, Richard makes use of his expertise in the space to truly understand Mohsen and Kingfisher’s AI strategy from concept to delivery. From navigating the challenges associated with generative AI and its pros and cons to real-life use cases, this is a unique insight into the inner workings of one of the UK’s largest retailers and how they’re adapting to this ever-changing landscape.

Download the 2024 post event report for exclusive insights on industry investment priorities, audience breakdown, key themes discussed at the event, and much more!

What Last Year's Attendees Had To Say:

A brilliant combination of excellent suppliers, speakers and delegates. I would recommend to anyone who is exploring or building their future retail service strategy.

Head of Customer Contact, Wilko

I found the exchange to be thought provoking and a great networking experience.

VP Customer Experience, Sweaty Betty

Very good two days with some fantastic presenters. The content was really varied which I thought was great and a broad variety of attendees also supported the breadth of the questions and conversations

Head of Customer Experience, ASDA

As Gen Z emerges as a powerful force in the retail landscape, brands must adapt to their evolving expectations and shopping behaviours. This article explores how retailers can connect with this digitally native, socially conscious generation by delivering experiences that resonate.

Inside, you'll discover:

• Real-world examples of how brands are aligning with Gen Z’s environmental values
• Fresh ideas for reimagining the in-store experience to engage the next generation of shoppers
• Case studies of successful omni-channel strategies that meet Gen Z consumers wherever they are – online, in stores, or beyond
  

Customer support provides a crucial touchpoint which can make or break customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty and reduce churn. This article highlights the often-overlooked value of customer support in CX strategies and examines how technology is transforming the role of support agents.

How have other retailers combated the rise in disloyalty from customers since the pandemic? We asked four CX leaders who will be speaking at the CX Retail Exchange UK for their thoughts....

A CX Network report on how to take advantage of the latest advancements in conversational AI and its growing role in the modern enterprise. Including real-world examples of how the State of Illinois, Cash App, William Hill and ASOS leveraged conversational AI to transform their total experience. 

In an exclusive discussion with CX minds at New Look and Look Fabulous Forever, the #CXRetail team asked key questions around standing out from the crowd and engaging with the customer on a meaningful level. Download your complimentary copy now to read up on their inspring answers >>

What are your peers and competitors investing in to improve their customer experience capabilities? This infographic will give you an insight into the investment priorities of the attendees of CX Retail Exchange 2022. 

Download this piece now to gain a valuable insight into the current CX Retail industry. 

The pandemic has prompted a generational transformation in retail, changing the relationship between retailer and customer forever and sparking a whole host of new unmet needs and raised expectations that retailers of every size and scale have an opportunity to capitalise on. Download the report to access: A valuable sourcebook of clear, actionable insights, ideas and inspiration for you to apply in your own business A spotlight on brands and retailers who are already taking steps to exceed new expectations

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 and social media. So how are retailers keeping one step ahead of the marketplace, whilst continuing to adapt to market dynamics? 

This report will take a look into some of the thoughts from retail big hitters including: O2, Shop Direct, Otto Group, HMV, as well as featuring the thoughts of Selligent, Grass Roots, GoMoxie and ICLP on how they see technology shaping the retail industry as we move to 2018 and beyond. 

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 the Voice of the Customer into their customer journey, as well as rethinking their instore experience.

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 reviews on social media, when and how they interact with them and set their expectations higher and higher each year.

Things have evolved, learn how to optimize the purchase experience for your brand online

Does your Brand need to drive digital success? ..COVID has changed everything Consumer expectations and behaviour are shifting in real time. Three new consumer profiles have emerged. 

Download our report now and get clear insights into new behaviors and what you as a brand can do to best respond

What will it take for retailers to survive in 2022? We asked industry leaders to share their expertise.

Presentations featured in this report include: Clarks, HEMA, Gartner, River Island, URBN and Adidas.

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 Customer Experience, Anne Summers; Paul Sands, Director of Customer Experience, Bang & Olufsen and many more, on the future of the industry, together with how to avoid some of the more volatile market forces and ensure you capitalise on the customer age.

An interview with Natalie Berg, top 20 retail analyst and global influencer, to talk about her new book “How the World’s Most Relentless Retailer Will Continue to Revolutionize Commerce". The interview covers a huge range of topics, many of which will be front and centre at the 7^th annual Customer Experience Exchange for Retail on the 2nd and 3rd July in London alongside some really fantastic customer experience execs from the likes of Harrods, Adidas, Lindt, Clarks, Urban Outfitters and IKEA.