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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.

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
  

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. 

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.

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.

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 >>

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