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 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. 

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 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. 

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. 

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.