Creating a genuinely consistent omnichannel experience is something of a must-have in today’s retail environment. Being able to employ consistent interactions with your customers and to respond to their needs is the goal of many customer experience leaders, and is the subject of significant focus in 2025.

However, there is a core challenge in that there is not “on-size fits all” approach which can be taken here. Different companies have different customer bases with different needs, and creating a unified approach is a significant challenge.

This session will consider the questions you need to ask in order to create a customer engagement strategy which is both consistent across all areas of interaction, whilst being unique both for your company and for the various different customer groups you have, giving you the tools to do the same for your business

Whilst the value of a strong focus on and investment into CX can be self-evident to those in the sector, defining this value to business leaders is often a challenge, and one which can inhibit the allocation of resources to this function. Likewise, whilst there are plenty of ways to measure the impact CX has (NPS, CSAT etc), often the impact of positive measurement on business growth is an area which can be difficult to define.

Translating the importance and impact of CX to a language understood by business leadership is a vital skillset for CX leaders to have if they want to continue developing their CX capabilities. Linking the existing metrics used in the CX space to areas such as ROI (and ROE) will inevitably lead to the critical senior-level support needed for projects, investment and the implementation of new technology, and this session will consider:

• How can you embed the role of CX within broader business decisions and demonstrate the importance of such an approach?
• Can the importance of CX always be boiled down to ROI, or is the value of CX’s impact more complex?
• How can you bring other groups (CDO / IT etc) onside when asking for their involvement in CX development projects?