USA’s Premier Invitation-only Event for Customer Experience Leaders in Retail



It is an exciting time to be a CX leader in retail. With technological advancements heralding a new era of experiential shopping, autonomous delivery services reducing logistical friction, and increasingly advanced strategies for gathering user experience and behavioural data – retail is at the centre of innovation for new CX strategies.


With retailers at the mercy of consumers, this event will provide you with the most up-to-date tactics for staying in sync with your customers’ growing habits while providing the “wow” factor and continuing to create brand loyalty.


The Exchange is a different kind of CX event, offering the highest degree of relevancy for attendees; only senior CX leaders driving decisions within their organisations are invited. We are established in the CX space, running 11 CX Exchanges across Europe and the US in different sectors having done so for the last decade, with an established CX advisory board. Attendees from the last CX Retail Exchange in the UK included the Head of Customer Experience for L’Oréal, the Commercial Director for Champion, the Global Head of Social Media from Coca-Cola, and the Head of Retail Operations for Diageo.


“A great couple of days, with new insights and a strong contribution to my network.” Global Head of Retail Experience, Polestar


Exchange events are unique in that they provide an intimate setting to meet the key decision-makers of leading organisations. Whereas other conferences invite hundreds of people and rarely explore the intricacies of CX issues, our Exchanges are smaller, allowing exclusive opportunities to delve deeper and share ideas and challenges that affect those at the top, through engaging panel discussions and presentations, interactive Think Tanks, roundtables, and one-to-one meetings. Before the event, each attendee talks to our delegate team to personalize their schedules, discuss their biggest challenges, and match them with the most relevant solution providers.


At this year’s Exchange, our expert speaker faculty will be exploring key topics and case studies, straight from the bleeding edge of a changing retail landscape. On our panel “Finding the Right Balance: Leveraging Digital Transformation for Optimal Customer Experience in Retail”, we will be joined by Kirby Shimko (BJ’S Wholesale Club), Douglas Brand (Signet Jewelers) and more to discuss how companies can make the most of new advancements in retail technology, without losing sight of key human touchpoints.


Amidst increasing economic volatility, we will be exploring the different approaches brands can utilize to ensure that their CX has a strong identity that stands out from the crowd. For example, in her session “Making the Customer Experience Beautiful – Going Beyond the Functional”, Celeste Rismini-Johnson (Barnes & Noble College) will explore the ways in which brands can connect with the customer, adapt and evolve with the market, and ultimately stay true to your mission as a brand.


We offer exclusive 1-1 networking opportunities with both leaders in the field and solution providers — you are guaranteed to leave the event with new and valuable connections within the industry.


To secure your place at the CX Retail Exchange USA 2023, request an invitation or visit our site.