Is Customer Experience the key ingredient for retail success?

Is Customer Experience the key ingredient for retail success?

01 May 2019, 14:55 - 15:25

Headline Stage

Over the past few years, there has been a dramatic shift in focus for retailers, from cost savings and revenue growth, to customer experience. Customers are seemingly determining the future of retail businesses, being at the heart of key strategy decisions. However does this customer obsession really equate to increased sales, and how can you achieve this? Is the long debated motto ‘the customer is always right’, achieving new meaning?

  • Why is it all about the customer?
  • Examples of delivering exceptional CX
  • Indentifying key metrics to measure ROI on investing in CX
  • Does good CX = increased retail sales?
  • Experience vs engagement – what are they and what do you want to achieve?
  • How to improve CX across the business
  • Evolving internal teams to drive a unified customer-first strategy


  • Andy Murray


    Chief Customer Officer


    Andy Murray is a retail marketing expert with a strong understanding of global trends, creative marketing and customer shopping habits. Andy joined...

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