We are delighted to reveal the agenda for the CX Retail Exchange returning to London for it's 14th Edition. 

Check out our amazing speaker faculty and explore the keynotes, panels, think tanks, roundtables, and even workshops which you can expect this summer! 

Why Attend?

The EXCLUSIVE opportunity to hear from those driving the best-in-class customer experiences.

Join our customer clinic roundtables and bring your real-world problems to our CX experts!

Discuss with retail challengers where the future of the industry lies.

Untangle the A.I. puzzle with present and relevant strategies for automating, personalising and revolutionising the customer experience.

Never walk by a booth handing out business cards again! With our tailored one to one meeting system, only meet with the suppliers who most interest you.

As economic uncertainties threaten customer loyalty, we explore innovative strategies UK retailers can adopt to retain shoppers, including revamped loyalty programs, personalised experiences through AI/machine learning, integrated mobile apps, and lessons from digital disruptors.

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

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.

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 >>