CX Exchange for Retail 2022 | IQPC | 5 July 2022 | Hilton London Syon Park, Park Rd, Isleworth TW8 8JF, UK

As the event enters its 10th year, the world is slowly emerging from a pandemic that no doubt has brought with it unprecedented change to the retail industry. With hybrid retail models emerging, bringing together online and in-person shopping experiences, social retail, autonomous delivery services and with Metaverse entering the stage in 2021, it is an exciting and evolving time for the retail industry, yet it has arguably never been a more challenging time to be a CX leader.

From rethinking the store experience to the home delivery service, to effectively capturing and using user experience and behaviour analytics, it is all about finding ways to stand out as well as survive. With retailers being at the mercy of consumers, this event will equip you with the latest strategies to stay in tune with your customers’ evolving habits whilst bringing the “wow” factor and continue to build a love for your brand.

Join us at the event to hear from the biggest and most exciting retail brands of 2022 as they share their insights on navigating the changing tides of the pandemic whilst keeping the customer at the heart of company strategy.

To ensure the Exchange offers the highest degree of relevancy, only senior executives responsible for the design, development and delivery of their customer service strategies and solutions are invited to attend. This exclusive format allows you to connect with those peers whose insights you respect most – through exceptional networking, business meetings and strategic information sharing sessions.

As a leading executive in this market, we understand that your time is valuable, which is why at the Customer Experience Exchange for Retail you will customise your own itinerary to reflect your current initiatives, priorities and future strategic objectives. Your agenda will be made up of conference sessions, one-on-one business meetings, interactive think tank discussions, and other innovative networking opportunities.

We are working with a leading group of experts from across the globe, to compile an impressive peer-to-peer faculty, with brand new case studies from some of the largest and most cutting edge corporations.

What distinguishes this event from others?

The event is not a typical conference and there are some key distinguishing features that provide you with a truly unique forum in which to participate:

• Attendance is exclusive - Participation is strictly limited to C-level, Directors, Heads, Leaders and VPs who are responsible for the design, development and delivery of their customer experience strategies and solutions
• Strategic conference sessions - The intellectual content of the conference program is specifically designed for the seniority and maturity of the participants and has been developed following 6 months of in-depth research.
• An itinerary customised to your current business objectives - Exchange participants customise their agendas by selecting conference sessions, think tanks and one-on-one meetings with solution providers that they are most interested in meeting and networking with.

2022 Speakers

Peter Jelkeby
Chief Executive Officer UK and Ireland and Chief Sustainability Officer, IKEA

Manuela Pifani
Senior Director of Customer Experience, ASDA

Rich Corbridge
Vice President & Chief Information Officer, Boots

Faye Roth
Chief Information Officer, McColl's Retail Group

Gerrit Müller
President International, Fabletics

Mira Samani
Head of Global Digital Strategy and Planning, Diageo

Graeme Matheson
Planning & Performance Lead, John Lewis & Partners

Lisette Boyd
Head Of Retail Operations, Customer Care Team, Pets At Home

Duarte Garrido
Global Head of Social Media, Coca-Cola HBC

Suzanne Calder
Customer Loyalty Lead & Emotional Engagement Specialist, New Look

Macarena Rodriguez
Head of Retail Operations, Diageo

Magnus Holst
Global Head of Retail Experience, Polestar

Janis Thomas
Ecommerce & Marketing Director, Look Fabulous Forever

Nick King
Market Research and Insight Director, Auto Trader

Harriett Treadwell
Customer Love Director, Butternut Box

Arthur Zhuravsky
Global Senior Head of Voice of the Customer, Farfetch

Jonathan George
Director of Contact Centre Operations, Holland & Barrett

2022 Sponsors

LEAD SPONSOR:
• RingCentral

GOLD SPONSOR:
• GetFeedback by SurveyMonkey

SILVER PLUS:
• Talkdesk
• Quantum Metric
• Reputation.com
• Transmit Security
• Treasure Data