Forrester’s Customer Experience Index (CX Index™) research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead, retailer performance clusters around the “OK” level. There are of course bright sparks, with retailers such as John Lewis outperforming peers, but even those standouts are only reaching “good.” So what is holding retailers back from reaching CX “excellence”?

This is the overarching question I will be addressing during the retail deep-dive session on Day 2 of the upcoming CX Europe 2018 Forum in London (November 13–14).

Retail continues to evolve rapidly — so what are best practices to develop and nurture relationships with empowered customers? In the retail deep dive, we’ll take a look at what’s really going on in retail today, how store associates make or break key brand experiences, and which retailers are leading the way. The session will enable CX professionals to:

  • Understand changing consumer behavior and technology trends that will affect the future of retail and customer experience.
  • Evaluate the impact on existing business models.
  • Identify the challenges and opportunities that remain for retail/brand organizations to advance customer experience performance.

Together with my Forrester colleagues focusing on customer experience, I look forward to welcoming you for this two-day event.