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Interested in becoming an exclusive event partner? 

This information pack will provide you with all the information required about the packages available, including prescheduled 1:1 business meetings, speaking slots, branding opportunities and more. 

What our previous attendees have to say...

"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

"Extremely well organised event, with a great variety of suppliers and a wide range of businesses in attendance. The agenda allowed for a good mixture of workshops, 1-to-1 meetings and a wide range of topics presented. Thoroughly enjoyed being part of this event and face to face once again!" Global Digital Director, Domino’s Pizza

"Insightful, informal and informative, I left with copious notes and new connections." CTO, Halfords

This infographic provides insight into the investment priorities and daily challenges of Customer Experience Leaders attending the CX Retail UK Exchange 2025.

A strong focus on investment in customer journey mapping, voice of the customer, in-store and digital experience, and predictive & behavioral analytics 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.

When traditional loyalty schemes lose their power, what comes next?

Created in partnership with the CX Network, this sharp, insight‑packed mini‑report explores how customer loyalty is evolving across fashion, ecommerce, and grocery retail in 2026.

Designed for all CX leaders the report features direct perspectives from some of today’s most influential brands. It reveals why loyalty is becoming more unpredictable and harder to secure - and how industry frontrunners are successfully reinventing it.Inside, you’ll find expert commentary and practical strategies reshaping loyalty right now, including:

• The decline of points‑driven loyalty schemes
• Why emotional loyalty now outperforms transactional rewards, and how brands can cultivate meaningful connection in a competitive, value‑driven environment.
• Actionable examples from luxury, lifestyle, and seasonal brands demonstrating how to build stronger belonging and lift repeat purchase rates.
• How AI‑powered search and conversational platforms will disrupt loyalty yet again, shifting customer trust toward their preferred digital assistants - and the new role CX leaders must play.

Download your copy to get ahead of the loyalty curve in 2026 and prepare your organisation for the transformations already underway.

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
  

Sierra set out to engage senior CX and digital leaders who are actively rethinking how AI can transform customer experience, not just incrementally, but holistically. Like many enterprise AI providers, their challenge was cutting through surface‑level event interactions to reach decision‑makers ready for meaningful transformation conversations.

This case study explores why the CX Exchange proved such a strong fit for Sierra's growth strategy, enabling structured, pre‑qualified 1‑to‑1 meetings with leaders responsible for CX transformation and digital strategy. You'll learn how the curated environment, focused agenda, and intelligent matchmaking elevated conversations beyond introductions into practical discussions around AI use cases and real business challenges.

Rather than broad awareness‑led conferences, Sierra used the Exchange to generate high‑quality engagement, accelerate discovery conversations, and build early pipeline with genuine commercial potential.

Download the case study to see how a targeted, conversation‑driven event model can deliver stronger engagement, faster momentum, and measurable impact with senior CX decision‑makers.

View the audience breakdown so far of brands attending and job titles for the CX Retail Exchange UK 2026. 

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.

Explore the key trends and challenges shaping customer behaviours for 2026 and beyond.

How do these factors impact the decisions you make as a Customer Service/Customer Experience leader in Retail?

Brought to you in association with GENESYS and the CX Network, this insightful report is well worth a quick read by any industry leader who champions CX.

Boost your retail performance with our Omnichannel Retail Strategy Checklist - a clear, visual guide that helps brands assess how connected their customer experience truly is. This infographic breaks down the five essential pillars of a successful omnichannel strategy, including unified customer profiles, integrated fulfilment, real‑time journey‑led engagement, connected store operations, and customer‑value‑driven KPIs.

Discover the four levels of omnichannel maturity, from “Multichannel in Name Only” to “Omnichannel Nirvana,” and pinpoint where your organisation sits today. Learn how to eliminate disconnected touchpoints, streamline fulfilment across stores and warehouses, empower store teams with real‑time insights, and deliver seamless, personalised experiences at every point of the customer journey.

Perfect for retail leaders, ecommerce teams, and CX strategists, this infographic helps you identify gaps, align teams, and move toward a fully integrated, customer‑first retail model.

Download now to see where you can benchmark against fellow CX leaders ahead of 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.

Unlock the Future of Customer Experience in Retail – Download the CX Retail UK 2025 Post-Event Report

Discover the key insights, trends, and innovations that shaped the CX Retail UK 2025 Exchange.

This comprehensive post-event report offers exclusive access to expert speaker highlights, actionable strategies, and data-driven takeaways from the UK's leading customer experience event for retail professionals. As a senior CX leader, this report is your essential guide to staying ahead in a rapidly evolving landscape. Learn how top brands are transforming customer journeys, leveraging AI and personalization, and driving loyalty in 2025 and beyond.

📥 Download now to gain:

• A rundown of key takeaways from our esteemed speaking sessions
• Exclusive feedback from sponsors and attendees alike
• A full audience breakdown of attendees

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.

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.