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We surveyed our network of CX leaders within retail to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs* but also outlined their investment interests in areas they are wanting to learn more about. See the results below! (2019)

What will it take for retailers to survive in 2020? 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.

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.

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.

As we look towards 2020 and map out our strategies that must both delight and retain today’s customers as well as be agile enough to adapt to the customers of the future, we also look over the last 3 years of solutions and service demands within the customer experience space.

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.

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 can benefit from the insight that was shared through exciting panel discussions, detailed roundtables and honest case studies where the movers and shakers of the retail industry bared their pain points and also the solutions that have led them to their successes. 

Download to get the low down on what happened and who was there!