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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.

Sierra set out to connect with senior CX and digital leaders who are actively rethinking how AI can transform customer experience—not just through incremental improvements, but through enterprise-wide change. Like many AI solution providers serving large organizations, their challenge was moving beyond surface-level event interactions to engage decision-makers ready for meaningful transformation discussions.

This case study explores why the CX Exchange was such a strong fit for Sierra's growth strategy. Through structured, pre-qualified one-on-one meetings, Sierra connected directly with leaders responsible for customer experience transformation and digital strategy. You'll learn how the curated environment, focused agenda, and intelligent matchmaking helped move conversations beyond introductions and into practical discussions about AI use cases, business priorities, and real-world challenges.

Rather than relying on broad, awareness-driven conferences, Sierra leveraged the Exchange to generate high-quality engagement, accelerate sales discovery conversations, and build an early-stage pipeline with significant revenue potential.

Download the case study to see how a targeted, conversation-driven event model can deliver deeper engagement, faster sales momentum, and measurable business impact with senior CX decision-makers.

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

This infographic provides insight into the investment priorities and daily challenges of Customer Experience Leaders attending the CX Retail Exchange USA 2026.

A strong focus on investment in Agentic AI, Self-Service Automation, Chatbots and Virtual Agents and Intuitive Personalization show CX leaders' commitment to understanding evolving shopper behavior and expectations, and delivering technology-enabled experiences that align with these insights.

CX Leaders also recognize that employee experience is critical to delivering exceptional customer service. As a result, they are prioritizing investment in training & development, workflow automation, and AI tools to transform the user journey and enhance service delivery.

Taking place in September 2026, the CX Retail Exchange USA is an exclusive gathering of senior leaders in customer experience, customer service, store operations and digital transformation. Attendees will explore cutting-edge solutions to their most pressing challenges, gain insights from industry experts, and connect with innovative solution providers.

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.