Retail Experience Revolution: Building a new Seamless, Interconnected & Personable Experience from Discovery to Service
07-08 July | Hilton Syon Park, London
Industry Insights
Welcome to the CX Retail Resource Library. On this page, you will find our top featured industry content!
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CX Retail UK Exchange - Announcing Mary Portas OBE
Announcing our star speaker for 2025 - Mary Portas OBE, broadcaster, author and founder of Portas Agency!We are thrilled to announce Mary Portas will be joining us as a keynote speaker at this year’s CX Retail UK Exchange! A visionary retail expert known for transf ...
Navigating the Shift from Multi-Channel to Omni-Commerce: Meeting the Modern Customer Where They Are
The way that customers want to interact with retail brands today is almost unrecognisable compared to ten years ago. The rise of mobile commerce, growing preferences for diverse payment and delivery options, and heightened expectations around personalisation have compelled retailers to rethink th ...
Beyond Personalisation: How AI Implementation Is Changing The CX Game For Retailers
Ahead of the CX Retail UK Exchange on 7-8 July in London, we were delighted to sit down with two of our expert speakers, Richard Lim (Chief Executive, Retail Economics) and Mohsen Ghasempour (Group AI Director, Kingfisher) to discuss one of this year’s most pertinent topics: AI imp ...
CX Retail Exchange | 2024 Post Event Report
Download the 2024 post event report for exclusive insights on industry investment priorities, audience breakdown, key themes discussed at the event, and much more!What Last Year's Attendees Had To Say:A brilliant combination of excellent suppliers, speakers and delegat ...
Reinventing Retail: A Look at Gen Z’s Evolving Consumer Preferences
As Gen Z emerges as a powerful force in the retail landscape, brands must adapt to their evolving expectations and shopping behaviours. This article explores how retailers can connect with this digitally native, socially conscious generation by delivering experiences that resonate. Inside ...
Why Neglecting Customer Support Could Be Undermining Your CX Strategy
Customer support provides a crucial touchpoint which can make or break customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty and reduce churn. This article highlights the often-overlooked value of customer support in CX str ...
Reviving Customer Loyalty: Overcoming Challenges Since the Pandemic
How have other retailers combated the rise in disloyalty from customers since the pandemic? We asked four CX leaders who will be speaking at the CX Retail Exchange UK for their thoughts....
The Ultimate Guide to Mastering Chatbots
A CX Network report on how to take advantage of the latest advancements in conversational AI and its growing role in the modern enterprise. Including real-world examples of how the State of Illinois, Cash App, William Hill and ASOS leveraged conversational AI to transform their total experienc ...
Customer Loyalty and Engagement: Standing Out in the Current Consumer Climate
In an exclusive discussion with CX minds at New Look and Look Fabulous Forever, the #CXRetail team asked key questions around standing out from the crowd and engaging with the customer on a meaningful level. Download your complimentary copy now to read up on their inspring answers >>
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CX Retail Exchange Portfolio - Sponsorship Opportunities
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What our previous attendees have to say...
"Very good two days with some fantastic presenters. The content was really varied which I thought was great and a broad variety of attendees also supported the breadth of the questions and conversations." Head of Customer Experience, ASDA
"Extremely well organised event, with a great variety of suppliers and a wide range of businesses in attendance. The agenda allowed for a good mixture of workshops, 1-to-1 meetings and a wide range of topics presented. Thoroughly enjoyed being part of this event and face to face once again!" Global Digital Director, Domino’s Pizza
"Insightful, informal and informative, I left with copious notes and new connections." CTO, Halfords
CX Retail UK Exchange | Delegate Investment Priorities
This infographic provides insight into the investment priorities and daily challenges of Customer Experience Leaders attending the CX Retail UK Exchange 2025.
A strong focus on investment in customer journey mapping, voice of the customer, in-store and digital experience, and predictive & behavioral analytics highlights CX Leaders’ commitment to understanding evolving shopper behavior and expectations, and delivering technology-enabled experiences that align with these insights.
CX Leaders also recognize that employee experience is critical to delivering exceptional customer service. As a result, they are prioritizing investment in training & development, workflow automation, and AI tools to transform the user journey and enhance service delivery.
Additional Content Download
How UK Retailers Can Build Loyalty in an Uncertain Economy
As economic uncertainties threaten customer loyalty, we explore innovative strategies UK retailers can adopt to retain shoppers, including revamped loyalty programs, personalised experiences through AI/machine learning, integrated mobile apps, and lessons from digital disruptors.
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