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Download the 2020 Agenda

Download the 2020 Agenda

The Customer Experience Exchange for Retail is the annual meeting place for the most senior names in the industry to connect with the biggest brands in retail and hear how they are transforming into customer-centric organisations. The Exchange will equip you with the latest strategies to wow your customers and give them the ultimate retail experience.

Download the agenda to find out more about the cutting edge sessions from some of the the best retailers in the UK.

Interview with Melanie Kleemann, Head of Customer Experience at IKEA

Interview with Melanie Kleemann, Head of Customer Experience at IKEA

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. 

Customer Experience Exchange for Retail Sponsorship Prospectus 2020

Customer Experience Exchange for Retail Sponsorship Prospectus 2020

Senior decision-makers in customer experience roles will attend the Customer Experience Exchange for Retail as prospective customers, looking to shorten their RFP Cycle by taking part in one-to-one private business meetings with solution providers like you. The Exchange gathers 60 senior CX executives in order to provide a number of exclusive meeting opportunities across the two days as well as numerous networking sessions and availability to take part in plenary presentations and think tanks to reach a wider audience within a unique setting. Download the prospectus to find out how your company can benefit from sponsoring the Exchange this year.

CX Retail: Investment Priorities 2019

CX Retail: Investment Priorities 2019

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)

Customer Crisis: COVID-19

Customer Crisis: COVID-19

During this incredibly sensitive time, brands must be mindful of the decisions they make as the impact on customer loyalty and employee experience may last long after this health epidemic blows over. Read our article exploring COVID-19: Customer care and employee experience in times of widespread social stress for more details on how many businesses are starting to contemplate how this outbreak could shift customer needs and employee expectations.

What is the Digital Workplace?

What is the Digital Workplace?

The digital workplace has advanced significantly throughout the past decade and as we move into a new era of remote working, why not learn more about the subject? This detailed infographic gives you a snapshot of key statistics and trends, including: what we know, today's challenges, managing email, duplicating work, searching for information and more.

Evolution of the Digital Workplace: A Journey Through the 2010s & Predictions for the 2020s

Evolution of the Digital Workplace: A Journey Through the 2010s & Predictions for the 2020s

We interviewed a number of industry thought leaders responsible for their company’s digital workplace strategy and asked them to walk us through their digital workplace journey through the past decade and to outline their predictions for the new decade. They each provided a brief overview of how the digital workplace has, and continues to evolve before moving on to the three elements that make up the digital workplace landscape: Technology, Processes and People.

Employee Experience: Today & Beyond

Employee Experience: Today & Beyond

We had the chance to hear from Brett Caldon, CEO of Workgrid Software, and gain expert insights into how IT plays a significant role in employee experience and the future of the digital workplace. Brett is Head of Business Operations for Workgrid Software, a tech start-up and wholly owned subsidiary of Liberty Mutual Insurance. In an era of disruption and evolving customer and employee expectations, he is responsible for solving for emerging business needs by delivering innovative technology and software products to support the enterprise.

How Companies Can Leverage Mobility as a Catalyst for Digital Transformation

How Companies Can Leverage Mobility as a Catalyst for Digital Transformation

We had the pleasure of sitting down with Gina Gallo, CEO of Stratix, to discuss her expert insights into how mobility helps drive the digital transformation change and help connect the employee experience to that of the customers.

60 Seconds with Automation Leaders

60 Seconds with Automation Leaders

We interviewed four leaders from the automation space to divulge their insights into their company’s automation strategy, automation journey, the impact this has on their business, the role their solution providers play in their automation, and much more.

Gaining A 360 View Of Your Customer & Using Insights Effectively In The Retail Sector

Gaining A 360 View Of Your Customer & Using Insights Effectively In The Retail Sector

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.

Death of the High Street As We Know It?

Death of the High Street As We Know It?

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.

CX DISRUPTORS: Retail Leaders Report

CX DISRUPTORS: Retail Leaders Report

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. 

CX Retail: Online vs. In-store

CX Retail: Online vs. In-store

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.

Customer Experience Retail: Investment Priorities Report

Customer Experience Retail: Investment Priorities Report

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.

Interview with Natalie Berg

Interview with Natalie Berg

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 7th 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.

Customer Experience Exchange for Retail Post Event Report 2019

Customer Experience Exchange for Retail Post Event Report 2019

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!