Welcome to the Customer Experience Exchange for Retail Resource Library! On this page you'll find some of our top featured content, or click on the category links below to find more free resources and industry insights.
Understanding CX Leaders' Top 10 Investment PrioritiesThe elite group of CX leaders attending the Customer Experience Exchange for Retail were surveyed to understand their biggest challenges, and which tools, technology and solutions they plan to invest in over the next 6 - 12 months to deliver a customer strategy that leads to loyal and satisfied customers - here are the results!
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.
The Customer Experience Exchange for Retail 2016 Post Event Report
In July 2016, the Customer Experience Exchange for Retail connected 70+ C-level & VPs/Directors of CX, Marketing and eCommerce from FTSE, Fortune & European 500 retailers with a selection of the most innovative solutions and services providers in this sector to find solutions to their biggest challenges. The Post Event Report provides an indepth analysis of the attendees, the central themes that arose from discussing the challenges keeping CX executives awake at night, and the industry trends driving high levels of investment across the broad technology and service provider landscape, featuring exclusive interviews, presentations, stats and much more.
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.
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.