Retailers are now Treating Customer Experience as a Business Discipline

According to the latest findings from Forrester Research’s European Customer Experience Index (CXi), the majority of online consumers are underwhelmed by the customer experience provided by leading brands.

These findings have caused an explosion in customer experience investments across Europe in a bid to become more customer-centric. Furthermore, experts predict that only those who are truly customer-obsessed will fill be able to fill this clear gap in the market.

As a result the Customer Management Exchange Network has developed Retails 2014 Guide to Customer Experience Investments featuring unrivalled insight into the investment needs and priorities of those in charge of customer experience, customer service and marketing. The report spans the retail sector as well as other industries including the financial services, comparing investment requirements across Europe and the USA.

The report is available for download here:

This research was conducted ahead of Customer Experience Exchange for Retail which is taking place on the 1st – 3rd July.

Industry heavyweights such as Andrew Murphy, Board Director, John Lewis; Chloe Macintosh, Co-Founder & Creative Director,; and Mark Dunhill, Managing Director, Whittard, will be discussing how their customer experience strategies continue to achieve business critical results. Other speakers include the likes of TM Lewin’s COO, the UK Director of Training, Education and Customer Services for McDonald’s, Tesco’s Clubcard Reward Director and Dyson’s Group Director of Owner Experience, to name a few.

Not only is the agenda packed with speakers every retailer wants to hear from, but the event begins with an exclusive Industry Launch Party at Nespresso’s flagship store on Regent Street. This invitation only launch, co-hosted by Nespresso and Mood Media, will give attendees a unique chance to understand how effective investments can lead to a world class in-store customer experience.

Nick Turner, Research Director for the Customer Management Exchange Network, comments: The changing customer landscape in the retail sector makes it both an exciting and challenging area to be involved in. The forums we host are tailored specifically for our delegates, with only strategic leaders from the worlds best retailers invited to attend. This has meant an unprecedented response for the July meeting already, and needless to say were very excited for what the event has in store.”

For more information or to request your invitation to attend the Customer Experience Exchange for Retail (1-3 July 2014, London) visit, call +44(0)207-368-9484 or email

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