Differentiating Through Experience to Drive Loyalty & Retention 

Turning Transformation Ambitions into Lasting Results

It’s no secret that technology is only ever as effective as the processes behind it, but many retailers still fail to address the root causes of transformation breakdown.

Hear from Adidas in a standout keynote on identifying and rectifying the primary causes of breakdown, and discover how to align processes to accelerate CX & AI transformation. Building on this, Hibbett Sports and Carparts.com will unveil tried and-tested techniques for navigating competing priorities and simplifying efforts to
secure enterprise-wide buy-in and adoption.

Harnessing Genuine Long-Term Affinity (Beyond a Sign-Up to an App)

In 2026, most retailers have a loyalty programme, and as customer wallets fill with
membership cards, “loyalty” has become synonymous with “discount”.

Join Avolta and LG Electronics in collaborative discussions designed to enrich your understanding of how evolving customer priorities are reshaping loyalty as Road Runner Sports reveals the secrets behind its industry-renowned approach to
delivering personalized, differentiated, loyalty-driving experiences at scale.

Unifying the Customer Experience to Ensure Across-The-Board Satisfaction

Many retailers claim to have omnichannel capabilities, but for their customers, the
reality still feels fragmented.

In a series of intimate Panels and Think Tanks, Meijer and David Yurman will share their learnings on connecting teams, systems, channels and touchpoints to create more seamless customer journeys that ensure consistent customer satisfaction in every interaction, while ensuring physical retail remains relevant in an era where customer journeys are increasingly driven by social media discovery and AI intermediaries.