Whilst CX is everyone’s responsibility in the retail sector – from the board-level and throughout the business – there is no group as important as front-line staff in your stores and outlets. They have the greatest level of contact with  customers, can set the tone for the experience customers have and the connection they have with your brand, and are critical for driving sales and financial success.

Despite its importance, however, this group is often one which is low paid, can lack engagement and experiences high turnover. This can lead to issues with broad levels of service and the success for specific strategies you wish to employ.

This discussion-based session will consider how you can use training, education and technology to keep this most critical group engaged and allow them to become the representation of your brand and deliver the type of customer experience you need