Championing experience retail

Retailers that invest in their customers outperform the competition. In this playbook, learn how, why and where customer experience adds the most value for your organisation.


  • Why retail customer experience leaders outperform CX laggards
  • Why most retailers are facing a digital dilemma
  • How to create experience by design
  • How to empower your people to deliver your customer promise
  • Why omnichannel and hyper personalisation matter
  • How the pioneers are experimenting with value-add technology
  • How brands like John Lewis create ‘wow’ experiences
  • The value in embedding a data-centric approach
  • How to measure the return on experience