What’s instore for retail? ArvatoConnect and CXFO partner to explore the future of the industry at roundtable event

What’s instore for retail? ArvatoConnect and CXFO partner to explore the future of the industry at roundtable event

19th May 2023 · Arvato · News

Experts from across the sector – from leading online fashion retailers and consumer banking companies, to start-up disrupters and a beauty membership service – all joined together to discuss the current challenges and opportunities for customer and employee experience at Customer Experience Foundation (CXFO)’s roundtable, hosted in partnership with ArvatoConnect.

Held at the renowned Savoy on Thursday 18th May, experts from Arvato and CXFO joined a host of the industry’s leading minds from brands including John Lewis, ASOS, Beauty Pie, Papier, Oner Active, New Day and Santander.

The event provided a platform for attendees to have open, meaningful discussions and healthy debate about the key issues shaping the industry. We delved into topics such as the impact of the cost of living and the returns tsunami, the growing importance of sustainability, the role of personalisation and insight for enhancing experiences, and the disruptive technologies set to potentially revolutionise the retail landscape.

James Towner, Chief Growth Officer, ArvatoConnect, said:

Retail is an ever-changing landscape and the last 12 months have been characterised by lightning-fast digital transformation, with brands having to adapt to a revolution in buying habits to keep pace. Despite this, customer experience remains key to consumers and brands alike. The assumption however that your customer journey should now be packed with cutting-edge technology at every touchpoint is a misconception.

Today, delivering an outstanding customer experience is all about striking the right balance, between automation, artificial intelligence and the all-important human touch; between hyper-personalisation and well-modelled standardised options; between tried-and-tested ways of working and innovation – and the event certainly highlighted this.

Naomi Turner, Director of Marketing & Communications, ArvatoConnect commented:

It was clear from the conversations in the room that the challenges in the sector are not unique to just one brand. From the need to balance operating costs with growing customer expectations, to understanding the right role for technology in supporting advisors, the consumer journey and in helping to add more value through personalisation – one thing everyone agreed on is that being customer ‘obsessed’ and putting them and the business outcomes at the heart of decisions is a must.

A huge thank you to CXFO for organising this event and for the openness from everyone on the day to share valuable insights – it was great to be involved.

Here’s some more photos from the day:

We’ll also be sharing the full report in the coming weeks too.

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