Samuel Jackman

Head of Customer Experience Hammonds Furniture

As Head of Customer Experience at Hammonds Fitted Furniture, Sam's focus is on turning customer insight into action that improves service performance, operational efficiency, and growth. He boasts a track record of aligning teams around what matters most to customers—embedding insight into decision-making and moving CX beyond measurement & theory into meaningful change.

He is known for challenging the status quo and cutting through "CX theatre" to build a genuinely customer-obsessed culture—one where teams are aligned, accountable, and focused on delivering real outcomes to make a difference

Agenda Day 2

3:40 PM PANEL DISCUSSION: Creating a Customer-Obsessed Culture that Aligns Teams & Fuels Growth

A truly customer-obsessed culture doesn’t happen by accident - it’s created, modelled and reinforced within the very fabric of the business.

Retailers where the C-suite champions the customer consistently outperform those driven only by product or trading priorities.

• Setting the tone across store, digital, product and operational teams to ensure shared ownership of the customer experience

• Shifting focus from individual team KPIs to wider business CX targets to ensure the customer is at the centre of every conversation

• Introducing performance metrics that reward satisfaction as they would sales

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

Download The Latest Agenda

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