Hilton London Syon Park
Hilton London Syon Park, Park Rd, Isleworth, Brentford TW8 8JF, UK

What is Qwoted?

Qwoted is a free expert network: we help reporters connect with experts & we help those same experts build relationships with top reporters.

Event Date Wed Jul 3 BST - Thu Jul 4 BST (over 2 years ago)
In your timezone (EST): Wed Jul 3 3:00am - Thu Jul 4 11:20am
Location Hilton London Syon Park
Park Rd, Isleworth, Brentford TW8 8JF, UK
Region EMEA

In the fiercely competitive and fickle market of retail, customers are easily lost to your competition. Customer demands are constantly evolving, and disruptive technologies are here to revolutionise the retail landscape. To gain competitive advantage retailers have been managing digital transformation, seamless omnichannel experiences and embedding the Voice of the Customer into their operations and customer journey, as well as rethinking their instore experience.

The CX Exchange for Retail is the annual meeting place for the most senior names in the industry to connect with the biggest brands in retail and hear how they are transforming into customer-centric organisations. The Exchange will equip you with the latest strategies to wow your customers and give them the ultimate retail experience.

Alongside cutting edge sessions, attendees will have the exclusive opportunity to meet with innovative, future thinking customer experience solution providers - join the discussion today to:

• Hear inspirational stories from world leading retailers, including Shop Direct, IKEA, Coca-Cola and more!
• Stay competitive and stay ahead by examining the latest CX technology innovations and disruptors
• Truly revolutionise your in-store and online experience to ensure you delight your customers in a crowded environment


2019 Speakers

Oliver Fehl
Senior Director Retail Concepts, Adidas

Doris Roesner
Global Head of Retail, Lindt

Ray Biggs
Head of Contact Centers, John Lewis

Hannah Dawson
Customer Service Manager EU, Urban Outfitters, Anthropologie Group, & Free People, URBN

Maria Murphy
Head of User Experience, Feelunique

Natalie Berg
Retail Analyst and Founder, NBK Retail

Rachel Scoffield
Head of Customer Experience, Papier

Kate Mitchell
Director of Digital, Steinhoff International

Bas Karsemeijer
Head of Data, Hema

Helen Zuurmond
Head of CRM and Customer Services, Hema

Sarah Metcalfe
Chief Happiness Officer and Head of Customer Service, Sure Petcare

Nina Jones
Customer Experience Director, Formerly of Microsoft

Andrea Picchi
Head of User Experience, River Island

Claire Hill
Customer Experience Director, Studio Retail

Julian Highley
Data & Insights Director, Clarks

Jonathan George
Head of Customer Contact, Wilko

James Dodkins

Helen Dickinson OBE
CEO, British Retail Consortium

Reem Asaad
CEO, Raya Contact Center

Tom Enright
Research Vice President, Global Supply Chain Strategies, Gartner

Kate Ancketill
CEO & Chief Story Teller, GDR Creative Intelligence

Reuben White
VP Enterprise, North EMEA, LivePerson

Darren Cooper
Director of Industry Solutions, Stibo Systems

Tim Norris
VP Sales EMEA, mParticle

Erica Livermore
Customer Experience and Intelligence Director, Virgin Active

Mike Massimi
Customer Experience Director, PhotoBox

Ben Hill
Regional Sales Director,

Olivier Mourrieras
Customer Experience Coach, TribeCX

Laura Gillespie
Director, Kokoro Global


Luke Gregory
Head of Digital EMEA, Facebook

Annette Hoeher-Baeuerle
Group Customer Experience Director, Thomas Cook Group AG

Karen Pascoe
SVP & Head of User Experience, Mastercard

Victor Milligan
CMO, Forrester

Claire Hill
Customer Services Director,

Erik Vercouteren
Executive Vice President Customer Experience, KPN

Richard George
Head of Customer Self Service, Thomson Reuters

Raymond Löhr
Director of Operations and Customer Strategy, Vodafone

Emma Wright
Director of Customer Experience, RSA Group

Ingrid Lindberg
CXO, Chief Customer

Katherine Hayward
VP Customer Experience Design, Scotiabank

Sandra de Zoysa
Group Chief Customer Officer, Dialog Axiata

Gero Niemeyer
Managing Director of Customer Service, Deutsche Telecom

Berhanou Gebre
VP Digital Customer Experience, Schneider Electric

Megan Neale
Founder, LIMITLESS Technology

Dawn Cronogue
Contact Centers Director, Brakes

Edwin van Outersterp
Global Director Customer Service, Sanofi Genzyme

Kai Schubert
VP Customer Interactions, airberlin

Danny Andrea
Retail Director, Artisan du Chocolat

Petra Mengelt
Director of Customer Experience, Chief Counsel - IP & Technology Law, Euroloan

Sponsors & Partners

2019 Sponsors and Partners

• 8x8, Inc.
• Blue Sky
• ContentSquare
• Conversity
• Conversocial
• Freshworks
• Genesys
• IMImobile
• Kokoro
• LivePerson
• Mastercard
• Moxie
• mParticle
• Rant & Rave
• Raya Contact Center
• Stibo Systems
• Synthetix
• Tealium
• TokyWoky
• Webhelp

• A1 Retail Magazine
• The BRC
• CRMXchange
• CX Network
• Essential Retail
• MyCustomer
• Retail Gazette
• Social Media Portal
• Sustainable Logistics International