Businesses are increasingly integrating technology into customer experiences, but striking the right balance between digital efficiency and human connection is key. In this session, Adie Luff, Head of CX at Toni & Guy will share how the iconic hair brand is navigating the digital transformation within the hair industry, leveraging tools like AI, CRM systems, and online booking platforms, all while maintaining the personal touch that keeps clients loyal.

The session will explore Toni & Guy’s shift from traditional service models to blended digital solutions, including a massive digital migration, a new loyalty program, and AI-driven client insights to enhance service delivery. It will address industry-specific challenges, such as training staff on new technologies, overcoming resistance to change, and aligning education programs with CX goals. The discussion will also cover how they use client data and digital tools to personalize interactions, from product recommendations to client recovery, ensuring clients feel valued both online and in-salon.

Attendees will learn:

1. Blending digital and human touch: How digital tools are enhancing customer journeys while preserving the personal connections clients expect in a service-driven industry.
2. Driving engagement and overcoming resistance: Practical strategies for increasing adoption among staff and clients, and building loyalty through smart marketing analytics, personalized digital communications, and education programs.
3. Measuring success in digital CX: Key metrics for evaluating CX success, from sales performance to NPS scores, and how to focus on meaningful data without becoming overwhelmed.