The retail landscape continues to evolve at pace. Consumer expectations are rising, digital channels are growing, and customer service teams are being asked to deliver more personalised experiences than ever before.
Join Charmaine Vallance-Poole, Head of UK & International Customer Experience at Holland & Barrett, alongside Russell Attwood, Founder & CEO of Route 101, and Peter Lorant, COO, Zendesk EMEA, for an engaging discussion on how customer experience leaders are adapting their strategies in an increasingly complex world.
Drawing on Holland & Barrett's experience managing customer interactions across voice, email, social media, web chat and retail stores, Charmaine will share how the business is balancing rapid growth with increasing demand across channels, while continuing to build customer loyalty and intimacy. The session will explore how cloud technology, AI, automation and flexible working models are helping organisations scale efficiently without compromising the customer experience.
You'll hear practical insights into managing demand peaks, empowering agents to work from anywhere, improving service responsiveness, and using technologies such as Zendesk and DigitalGenius to reduce effort while maintaining a human connection.
Key takeaways:
- How leading retailers are responding to changing customer expectations
- Balancing digital growth with rising demand across traditional channels
- Using AI and automation to improve efficiency without losing personal service
- Building scalable customer operations that can adapt to demand peaks
- Creating stronger customer loyalty in a fast-changing market
Whether you're navigating growth, transformation, or shifting customer behaviours, this session offers valuable lessons from one of the UK's leading retail brands.
