FINAL COUNTDOWN
Leveraging Data & AI to Deliver Meaningful Customer Experience & Deepen Loyalty
01-02 July 2026 | Hilton Syon Park, London
1-2 July 2026
Powering Personalisation - Empowering Employees – Driving Omnichannel Excellence
As customer wallets fill with loyalty cards, the term has become synonymous with discount. The challenge for retailers now is to build genuine long-term affinity and meaningful emotional connections.
In 2026, retailers are moving away from chasing the next ‘shiny toy’ and are shifting their efforts back to what customers truly value - revisiting the core principles of customer excellence to deepen loyalty and increase lifetime value.
Returning 1-2 July 2026 for its 15th year as the UK's only retail-specific CX event uniting senior leaders of CX, customer service and digital at major UK retailers, this is the place to be if you're looking to level up your CX and customer service strategy, drive genuine loyalty and stay ahead of the AI curve.
It's your best chance this year to truly harness the power of personalisation at scale, and create loyalty-driving omnichannel experiences that keep customers returning time and time again.
70 of your peers will be joining us to access exclusive case studies and collaborative, closed-door discussions designed off the back of months of in-depth research into the industry's biggest challenges - will you be joining them?
Secure Your Place at the CX Retail Exchange UK
To ensure the CX Retail Exchange offers the highest degree of relevancy for attendees, only senior Customer and Experience professionals responsible for CX within their organisation are invited.
Our Expert 2026 Speaker Faculty Includes....
Deborah Honig
Former Chief Customer Officer
Samsung UK & Ireland
Stuart Trevor
Founder, ex-CEO
AllSaints
Mazhar Butt
Group Director of Guest Experience
The Bicester Village Collection
Samuel Jackman
Head of Customer Experience
Hammonds Furniture
Natalie Dunn
Director of Customer Experience
Sainsbury's
Matt Walburn
Customer Executive Director of Marketing and E-Commerce
A.S. Watson UK (Superdrug & Savers)
Lewis Day
Customer Strategy & Value Proposition Director
Currys
Elisabeth Fennell-Connell
Director of Customer Service & Customer Experience
Moonpig.com
Maria Madonna
Head of Customer Experience
AllSaints
Andrew Webb
Chief Digital Officer
Screwfix
Adrian Evans
Head of Digital Product Customer Commerce
B&Q Plc
Louise Seston
Head of Marketing, Healthcare
Boots
Richard Lim
Chief Executive & Founder
Retail Economics
James McGhee
Operations Director
FootAsylum
2026 CX Retail Exchange UK Key Themes
Unlocking Value Through AI & Data
AI and data promise speed, scale and smarter decisions but only when built on strong foundations. As investment increases and organisations move from piloting to performance, the focus must shift from hype to execution.
How can brands turn fragmented data into trusted intelligence, embed AI responsibly, and drive measurable impact through people, process and governance - not just the latest shiny tool?
Hear from Samsung, B&Q and Moonpig as they break down the complexities of AI and data in a series of standout sessions.
Omnichannel Excellence
Customers don’t think in channels, they think in brands. True omnichannel excellence means connecting journeys, data and decisions across touchpoints and breaking down siloes between teams to remove friction, and empowering frontline colleagues to deliver consistent experiences wherever customers engage. In an increasingly digital world, how do leading retailers integrate physical and digital experiences to create seamless journeys that guarantee conversion?
Join The Bicester Village Collection, Boots, Tapestry & Currys to discuss tried and tested initiatives that ensure your physical stores remain relevant in an age of AI.
Redefining Loyalty to Remain Competitive
In 2026, most retailers have a loyalty programme, and as customer wallets fill with membership cards, “loyalty” has become synonymous with “discount.” As economic pressures reshape spending behaviour, brands must rethink how they create lasting relationships. True loyalty is built through relevance, recognition and meaningful experiences, so how can retailers move beyond transactional rewards to create emotional connection and long-term advocacy?
Hear from Sainsbury's and Superdrug as they discuss tried-and-tested techniques for protecting loyalty as they explore oft overlooked opportunities for strengthening customer relationships.
Delivering Customer Service Excellence
Lead the shift from reactive support functions to proactive customer care teams that reduce churn, drive retention and deliver quantifiable impact through a series of case studies that uncover practical strategies for AI selection, adoption and integration, smarter automation, effective escalation management and service recovery and walk away with your answer to the age-old question: are your customer care teams designed to close tickets, or create loyalty?
Join collaborative discussions led by AllSaints and FootAsylum as they lift the lid on the 'care transformation' and share strategies for implementing tools and training to support both your human and AI agents.
Download the 2026 Event Guide
Wondering what's in store?
Check out our 2026 Event Guide for an in-depth look at what to expect in July.
Featuring all the information on speakers, sessions, case studies and fellow experts that you will meet, this is your best place to find out everything you need to know about CX Retail Exchange UK.
And, it's all in one handy guide!
A Five Star Event! Hear From The CX Retail Community:
Benefits of Attending a
CX Retail Exchange
Benefits of Sponsoring a
CX Retail Exchange
Sponsorship Opportunities
Sponsorship is the most effective solution to share your company’s idea to senior CX, Customer Service, Digital and Retail professionals who are searching for actionable solutions.
The CX Retail Exchange UK brings together senior decision-makers all looking to spend within the short-medium term and ready to take prequalified, scheduled 1:1 meetings.
EXCLUSIVE REPORT
When Points Stop Working: The New Rules of Customer Loyalty
Co-created with CX Network, this mini-report reveals how customer loyalty is being reshaped in 2026 - and why it’s more fragile than ever. Drawing on real insights from leading retail brands, it shows how loyalty is shifting from points and perks to emotional connection, community, and trust, and how AI will change the rules again.
Download now to understand what’s next for loyalty and how leading CX teams are staying ahead.
The CX Retail Exchange Series
Contact Us
In Partnership With:
QUESTIONS?
Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com
©2026 IQPC. All rights reserved.
