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View the audience breakdown so far of brands attending and job titles for the CX Retail Exchange USA 2026. 

In the early 2020s, the tools emerged for consumers to change how they discover, engage with, and buy from organizations across all industries. In response, the big tech names developing LLMs for public use started to add dedicated features to facilitate agentic commerce.

Today, some AI assistants can close purchases within the chat interface, bypassing retailers altogether.

As a result, agentic commerce and AI-first journeys are changing the rules of discovery, loyalty, and who owns the customer relationship – and it's front of mind for CX practitioners. By current estimates, Gartner says these tools will drive at least 20 percent of all revenue by 2030, representing a "trillion-dollar opportunity".

This report explores what is happening and what it means for those who design and deliver retail experiences. It includes case studies from Fun.com and Orpi, and insights from practitioners at Walmart Canada, Super Retail Group, Trustpilot and Metro Bank, as well as subject matter specialists Katja Forbes and Heather Holmes, and consultants from PR, marketing, and CX.

Download this report to find out about:

• The changing power balance in retail, and what it means for engagement and loyalty
• The key capabilities all organizations need to capture customers from zero-click search
• What happens to customer personas in an agentic trading environment and how to own and build the customer relationship.
  

Explore the key trends and challenges shaping customer behaviours for 2026 and beyond.

How do these factors impact the decisions you make as a Customer Service/Customer Experience leader in Retail?

Brought to you in association with GENESYS and the CX Network, this insightful report is well worth a quick read by any industry leader who champions CX.

Boost your retail performance with our Omnichannel Retail Strategy Checklist - a clear, visual guide that helps brands assess how connected their customer experience truly is. This infographic breaks down the five essential pillars of a successful omnichannel strategy, including unified customer profiles, integrated fulfilment, real‑time journey‑led engagement, connected store operations, and customer‑value‑driven KPIs.

Discover the four levels of omnichannel maturity, from “Multichannel in Name Only” to “Omnichannel Nirvana,” and pinpoint where your organisation sits today. Learn how to eliminate disconnected touchpoints, streamline fulfilment across stores and warehouses, empower store teams with real‑time insights, and deliver seamless, personalised experiences at every point of the customer journey.

Perfect for retail leaders, ecommerce teams, and CX strategists, this infographic helps you identify gaps, align teams, and move toward a fully integrated, customer‑first retail model.

Download now to see where you can benchmark against fellow CX leaders ahead of the CX Retail USA Exchange.

If loyalty points no longer inspire customers, where do brands turn next?

Developed alongside the CX Network, this compact yet powerful report breaks down the major loyalty shifts taking shape across fashion, ecommerce, and grocery retail in 2026.

Created specifically for Senior CX Leaders, it features first hand insights from leading global brands. The report explores why customer loyalty is becoming increasingly unstable - and highlights the innovative approaches top organisations are using to strengthen it. Within the report, industry voices reveal the new playbook that’s redefining loyalty today, including:

• The erosion of points‑based loyalty models and how forward‑thinking brands are replacing them with experiences built on exclusivity, community, and shared values.
• The rise of emotional loyalty over transactional benefits, and what it takes to forge true connection in an oversaturated, price‑driven ecosystem.
• Proven loyalty‑building tactics from luxury and lifestyle brands, demonstrating how deeper belonging can be cultivated to drive higher repeat engagement.
• The coming disruption from AI search and conversational journeys, which will once again shift how customers form trust.

Download your copy to get a clear view of the 2026 loyalty landscape and prepare your organisation for the next wave of change ahead of the CX Retail USA Exchange.

The CX Retail USA Exchange Post Event Report delivers a comprehensive summary of the key insights, trends, and strategic discussions shaping the future of customer experience in retail. Drawing on perspectives from senior CX leaders across leading U.S. retail brands, the report captures how organizations are responding to rising customer expectations, digital-first behaviors, and operational complexity.

Inside the report, explore how retail leaders are approaching AI-driven personalization, omnichannel experience design, loyalty and retention strategies, and balancing automation with human-led service. You’ll also uncover peer-driven insights on data-led decision-making, workforce enablement, and measuring CX impact in an increasingly competitive market.

 Designed for Heads of Customer Experience, CX Directors, Retail Executives, and Digital Leaders, this post-event report provides practical takeaways, standout session highlights, and real-world examples discussed behind closed doors at the Exchange. Download the CX Retail USA Exchange Post Event Report to benchmark your CX strategy, understand where retail CX is heading next, and stay ahead of industry transformation. 

We are delighted to be sharing the Global State of CX Report for 2025, researched by CX Network and their panel of expert CX analysts. 

Download the tenth anniversary edition of this comprehensive report to learn:

• How AI is transforming operations
• Where CX leaders are investing their budget
• Priorities for winning the hearts of customers
  

In this exclusive interview, Shaz Kahng – Board Director at GoPro, former CEO at Gymboree, and award-winning author – shares insight into why retailers should be prioritizing excellence in customer experience in today's day and age. 

Consumers are becoming increasingly aware of the retail sector’s environmental impact. In this article, retail leader Louise Mitchell shares tips on designing and communicating sustainability strategies that resonate with customers to achieve trust and loyalty from the next generation of environmentally conscious consumers.

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 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...

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 >>

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.

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. 

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.

The pandemic has prompted a generational transformation in retail, changing the relationship between retailer and customer forever and sparking a whole host of new unmet needs and raised expectations that retailers of every size and scale have an opportunity to capitalise on. Download the report to access: A valuable sourcebook of clear, actionable insights, ideas and inspiration for you to apply in your own business A spotlight on brands and retailers who are already taking steps to exceed new expectations