Customer Experience Playbook for Retailers

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
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