CASE STUDY: How The Body Shop is embracing the experience economy

CASE STUDY: How The Body Shop is embracing the experience economy

29 Apr 2020, 11:00 - 11:30

IT + Operations Stage

The digital world is now moving into the Experience Economy; customer experience is the new battleground that all businesses will thrive or fail. The Body Shop is currently undergoing a digital transformation utilising the SAP CX suite to create a new integrated CX architecture which puts the customer at the very centre. The talk will provide key insights on how a traditional environmentally friendly retailer is using technology to put the customer at the very centre of what they do.

  • What is the Experience Economy and why it is so important?
  • Understanding the reasons for digital transformation
  • Providing customers with relevant and personalised experience seamlessly across all channels
  • Experiences and lessons learned from live architecture deployments
  • Preparations and expectations for the launch of the new e-commerce platform, cash-free store, and more future plans



  • Adam Plummer


    Global Digital Product Experience Director

    The Body Shop

    Adam Plummer is an experienced Digital & E-commerce leader passionate about the use of web technologies to drive business as a force for good....

  • Branwell Moffatt


    Director of CX Consulting

    KPS UK

    With over 20 years experience in e-commerce, Director of CX Consulting, Branwell Moffat, one of KPS's co-founders, runs the KPS consulting team with...