Mazhar Butt

Group Director of Guest Experience The Bicester Collection

Mazhar is an award-winning customer experience (CCXP) and board qualified (NED) leader with a with a rare blend of developing customer experience strategies, driving innovative product development coupled with commercial & operational excellence.

His unique career journey has taken him from transforming passenger experience at some of the world's busiest airports—including Dubai International, Heathrow and Dallas Fort Worth - to elevating the guest experience at Europe's most prestigious luxury shopping destinations with The Bicester Collection.

Agenda Day 2

8:40 AM OPENING PANEL DISCUSSION: Is Physical Retail Doomed? Revisiting the Fundamentals of Customer Excellence to Increase Footfall

Customers don’t visit stores to analyse the tech stacks and AI capabilities of their favourite brands – they come for memorable experiences which leave them satisfied and excited to return.

By revisiting the oft overlooked fundamentals of customer excellence (and exploring how AI can support rather than drive CX), brands can tap into what customers truly care about and answer the question that every retailer is asking: How does physical retail keep itself relevant in an age of AI?

• Differentiating physical retail through experience: moving beyond products and price to compete on emotion and loyalty

• Assessing your store operations to eliminate small friction points that quietly erode loyalty

• Using existing data, with the support of AI, to uncover simple, actionable insights to drive retention and improve experience

Check out the incredible speaker line-up to see who will be joining Mazhar.

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