Customer expectations are evolving faster than ever. Digital interactions are increasing, self-service is becoming the norm, and customers expect organisations to deliver seamless experiences across every channel.
Join Jo Causon, CEO of The Institute of Customer Service, and Fern Carey, CX Consultant at Route 101, for an insightful discussion on how retailers can strengthen customer relationships and deliver exceptional experiences in an increasingly digital world.
Drawing on research from the UK Customer Satisfaction Index, the session explores the clear link between customer service, loyalty, trust and business performance. You'll hear why customer experience has become a critical competitive advantage and how leading organisations are adapting to changing customer expectations. The research highlights that customers are increasingly choosing digital channels, but still value human interaction when it matters most.
Fern will share practical guidance on building an effective omnichannel strategy, explaining why customer channel preferences vary depending on the situation, urgency and outcome they're seeking. The session also explores the growing role of self-service, digital engagement, and conversational process automation in creating faster, more connected customer experiences.
Key takeaways:
- The latest customer service and satisfaction trends shaping retail
- Why trust, loyalty and customer experience directly impact business performance
- How to build an omnichannel strategy around customer needs
- The rise of digital and self-service channels
- Where conversational automation can improve efficiency and customer convenience
Whether you're refining your channel strategy or planning your next CX transformation, this session will provide practical insights to help you deliver customer experiences that stand out.
