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  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  improve your relationship with them.

Embrace sustainability and bring the circular economy into your business – The concept of sustainability and the circular economy has obvious and well-known benefits.  However, there's a challenge in the big-picture view required for sustainable practices and the short-term pressure for profit and growth. This event will offer guidance on managing these pressures and ensure long term sustainable practices are aligned 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 – 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 to 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. Technology adoption, self-service, in-store personalisation and the human touch are key to help you get the balance right.

Discuss key challenges and opportunities with your peers in a completely closed-door environment - CX Retail EU Exchange is the only event of its type in continental Europe. By being completely closed-door to press, it allows a level of discussion which doesn't exist anywhere else. 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 two days than any other event participants might attend in 2025.