Creating a customer-centric culture is often thought of as central to CX. Ensuring employees – and the business as a whole – focuses on the exceeding the expectations of the customer makes absolute sense in today’s competitive market. 

Alongside improving CX techniques and investing in technology, empowering employees and having a focus on the employee journey can also have a significant impact on customer interactions in a retail environment. Given that retail staff are often the front-line in terms of customer interactions, treating them well can often have a significant impact.

The challenge is that CX leadership can have a limited impact on employee experience and their journey, and this conversation will consider:

• What impact can a strong employee journey have when it comes to delivering retail-based Customer Experience?
• How can CX leadership help influence the employee strategy, given this is often not their formal responsibility?
• How can you bridge the gap between head office and corporate strategy and front line-staff in retail locations, and ensure they feel part of the “bigger picture”?

The digital landscape of customer interaction today allows for an unprecedented degree of personalisation. It is entirely possible – with the right data capture and resultant activities in place – to entirely personalise an omnichannel experience of your customer.

However, just because the possibility exists, it doesn’t necessarily follow that more is better when it comes to personalisation. Customers can potentially be put off in some circumstances and knowing when to step back is vital. This session will consider:

• When does personalisation become too much, and for who does this matter?
• Personalising for behaviours not people; browsers vs buyers
• Assessing how to prepare for generational change