Personalisation, Automation & The Human Touch - Getting The Balance Right Online & In-Store In A Changing Retail Environment

Understand how to truly personalise your customer experience: Whilst the importance of personalisation has never been questioned, being able to personalise – or, indeed, hyper-personalise your customer communications is a difficult task. This event will explore how to use data and insight to create a truly personalised experience for your customers, and in doing so, improve your relationship with them and enhance revenue generation as a result.

Embrace sustainability and bring the circular economy into your business – Embracing the concepts of sustainability and helping to create a circular economy has obvious and well-known benefits. Not only is it the right thing to do, it’s also fully expected to be part of any large organisations’ business strategy by most customer groups. Put simply, it is non-negotiable. However, there is often a challenge in the long-term decisions which need to be made to drive sustainable business practices and the short-term requirement for profit and growth. This event will offer guidance on how to manage these 2 seemingly opposite challenges and ensure long term sustainable practices are implemented in a way which aligns with short-term business requirements.

Explore brand 2.0 – Brand can no longer be relied upon by retailers as the key driver for customers to make purchases. Whilst brand awareness is still high, we live in an age of consumer due-diligence, and woe-betide any company who does not deliver on its brand promises. This event will discuss what the next steps for brand are, the role storytelling still has in this world, and how to ensure you walk the brand talk.

Create a business case in invest in new CX strategies – CX is often thought of as a “nice to have”, and as outcomes can be hard to prove, investment in this field is often difficult to justify. The CX EU Retail Exchange will offer insight into how to use metrics which go beyond traditional methods such as NPS and CSAT scores, and demonstrate ROI to senior leadership, and in doing so, obtain support for your critical CX development plans from across the wide range of business stakeholders.

Learn what in-store means for customers in 2025 – a store is no longer just a place for retail customers to buy items. A store is a gathering point, a social activity or simply a shop, depending on the customer, and retailers are having to adjust their practices to deliver what customers want from a retail experience. This event will explore areas such as technology adoption, self-service, in-store personalisation and the human touch, in order to help you get the balance right when it comes to your in-store plans.

Discuss key challenges and opportunities with your peers in a completely closed-door environment – CX Retail EU Exchange is the only event of it’s type in continental Europe. By being completely closed-door to press and the like, it allows a level of discussion – of both best practices and challenges – which doesn’t exist anywhere else for them. This is truly a unique event and with the mix of plenary, breakout and discussion-based sessions in an intimate environment, it can offer more value in 2 days than any other event participants might be invited to in 2025.