Death of the High Street_As We Know It?

Exclusive report featuring the thoughts of retail industry leaders including: Andy Brown, Central Retail Operations Director, Argos; Andreas Schlegel, Global Director Network Development, Volvo; Cathy Reid, Head of Customer Experience, Anne Summers; Paul Sands, Director of Customer Experience, Bang & Olufsen and many more, on the future of the industry, together with how to avoid some of the more volatile market forces and ensure you capitalise on the customer age.

CX DISRUPTORS: Retail Leaders Report

What was once considered cutting edge in retail, such as the ability to buy an item online and return in-store, is now considered standard, by customers and the industry as a whole. However the retail industry continues to be shaken by disruptive technology, driven by advances in mobile devices and social media. So how are retailers keeping one step ahead of the marketplace, whilst continuing to adapt to market dynamics? 

This report will take a look into some of the thoughts from retail big hitters including: O2, Shop Direct, Otto Group, HMV, as well as featuring the thoughts of Selligent, Grass Roots, GoMoxie and ICLP on how they see technology shaping the retail industry as we move to 2018 and beyond. 

RETAIL INDUSTRY REPORT: CX Solution & Service Investments 2017

Researched over the past 5 years, with over 400 CXOs, VPs/Directors and Global Heads of CX from leading retailers who’ve shared their biggest CX challenges and what they planned to invest in to address them.  Not only does the report look back, crucially it also looks at what is leading the industry in 2018 and beyond!

In such a fast paced industry it’s clear that we’re going to see some dramatic changes in the CX investments over the past 5 years but interesting in 2016 the top 3 investment priorities were: Emotional Engagement at number one with 79%, followed by Customer Journey Mapping (75%) and Customer Experience Management (74%)…but these no longer hold the top spots in 2017! A lot has changed in just one year.

2017 Post Event Report

In July 2017, the Customer Experience Exchange for Retail connected 70 C-level executives and VPs/Directors of Customer Experience with a selection of the industry’s leading solution providers to find solutions to the following challenges:

  • Next Generation Customer Care
  • Merging the Digital and Physical Customer Channels
  • The power of messaging channels and chatbots
  • Driving Engagement and Growth

From AI and machine learning to employee empowerment and everything in between, let’s take a look at the highlights that made this year’s Customer Experience Exchange for Retail the most successful one yet!


Andreas Schlegel, Global Director Network Development, Volvo

Andreas shares examples about integrating a customer culture into Volvo’s showrooms, together with the importance he places in the difference this can make between a standard customer journey and a memorable ‘wow’ one. 

Karl De Bruijn, IT Director, Cath Kidston

Karl talks the audience through delivering a fantastic customer experience in a legacy environment, with specifics on convincing the IT department of the benefits of investing. 

Andy Brown, Central operations Director, Argos

Having recently changed the face of a much loved brand to be more digital-friendly, Andy talks through the importance of digital and it’s place on the high street. He also talks about the important of engaging his employees for effective results. 

Cathy Reid, Head of Customer Experience, Anne Summers

Cathy talks about strategies of connecting the dots between the online and in-store world, as well as combining the two to create a fantastic shopping experience. 

Paul Sands, Director of Customer Experience, Bang & Olufsen

Emotional engagement is now the buzz of the customer facing industry, and Paul discusses some of the challenges and opportunities that are presented when investing in tools to enhance the overall engagement of the customer. 


Khaled Akl, VP Customer Development Global Route to Market, Unilever

Khaled discusses Unilever’s experience in crisis management, with a particular focus on the Arab Spring crisis, and how effective customer management at this time can make the world of difference for loyal customers. 

Creating a Customer Experience Strategy in a Legacy Environment

Innovation through CX requires a transformational change throughout the organisation. However, legacy systems, lack of time, money and buy-in can all make this process incredibly difficult. Karl de Bruijn, IT Director at Cath Kidston, took the audience through the importance of working closely with the IT departments to ensure that a competitive customer experience strategy can actually be put together, without the barriers and shackles of Legacy systems hold you back.


Implementing Multichannel Customer Initiatives in your Organisation to Maximise your In‐Store Experience

Every customer wants a consistent experience that is unique to them, regardless of which channel they choose to use. Combining the instore and online experience can be tricky, but through implementing the correct technology in your stores, you have the opportunity to truly understand how customers make purchasing decisions, and use this to drive customer initiatives, such as click and collect technology
Keith Nesbitt, COO of TM Lewin, takes you through some of the practical approaches TM Lewin have taken to combine a multichannel approach with the overall instore experience.

How to Deliver the Most Personalised Level of Customer Experience Possible

Every customer wants an experience unique to them when they interact with their retailer. Despite retailers striving to deliver this, few companies are able to gain sufficient detail and insight from their customers to make this achievable. As eCommerce transforms the way we shop and technology reduces the time required to get new products in front of customers, the future belongs to those retailers who use this to their advantage and tailor each user experience as much as the customer wants. Providing a wealth of experience from a number of world renowned brands, Mark Dunhill, CEO of Whittard discusses the key elements that lead to a truly world class customer experience, together with how to effectively implement them at a time where technology is moving at a breathtaking speed.

What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organisations ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.