With rising costs, increasingly selective shoppers, and retail executives under intense financial pressure, the role of customer experience has shifted dramatically. What once lived in marketing decks and post-campaign reports is now front and center in boardroom discussions.
To put it bluntly, customer insight has become business-critical to performance, but only when it’s tied to real outcomes. On June 18 at 11:00AM EST / 4:00PM BST, join two seasoned experts for a candid, executive-level conversation about how CX is being redefined by top retail performers, and what you can do to keep pace.
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A timely conversation with executive insight
In this webinar, you’ll hear from:
- Georgina Nelson, Founder & CEO of TruRating and a recognized retail innovator, who has worked with some of the world’s largest brands to turn customer feedback into tangible business results.
- Don Williams, former Retail Partner at KPMG, with decades of experience advising retail executives on strategy, performance, and growth.
Together, they’ll explore what’s working, what’s changing, and what retail boards are really asking of their CX and customer insight leaders in 2025.
What to expect from the session
This isn’t just another panel about “why CX matters.” It’s a strategic session focused on the questions leadership teams are asking right now, and the answers that actually drive change.
Key topics include:
- How retail executives are thinking differently about CX in 2025 – what’s changed in expectations, and why customer insight is now tied directly to growth.
- From insight to action: making feedback meaningful – why volume of data is no longer the problem, but activation is.
- Which CX metrics really matter to retail executives – what boards use to make decisions, and what gets ignored.
- Real-world examples from the frontlines – how leading retailers are using customer data to shape strategy, improve store performance, and protect margin.
The new rules of customer experience
Retailers are currently facing a complex environment. Consumer confidence remains fragile, leading to more cautious spending and frequent shifts in purchasing behaviours. Simultaneously, acquisition costs are rising, necessitating that marketing budgets perform more efficiently than ever.
In this context, CX must go beyond simply measuring satisfaction; it must drive performance. The reality is that most retail executives don’t want more dashboards; they want decisions. If CX can’t show direct business impact, it gets deprioritized. Expect the session to explore how small, focused improvements, especially across underperforming stores or touchpoints, can yield outsized returns when customer data is used effectively.
Why this matters
Whether you lead customer experience, operations, digital, or strategy, this conversation offers a rare window into how today’s boardrooms are evolving, and what they expect from CX leaders.
You’ll learn:
- How to speak the language of business performance when advocating for customer insight
- What successful retailers are doing to unlock value from everyday experiences
- How to frame CX initiatives in ways that earn attention and investment
- Where the gaps still lie between what customers want (and what retailers deliver)
Who should attend
This session is ideal for retail leaders who want to elevate their understanding of CX at a strategic level:
- Senior retail executives looking for commercially viable ways to stay customer-centric
- CX, operations, and digital leads needing better buy-in from leadership
- Strategy and transformation owners trying to build performance-first programs that cut through complexity
Whether you’re looking to strengthen your case for investment, sharpen your focus on performance, or simply get a sense of what’s next, this session will deliver clear, actionable insight.
Save the date
Date: Tuesday, June 18, 2025
Time: 11:00AM EST / 4:00PM BST
Location: Online (free with registration)
Every retailer talks about being customer-centric. But in 2025, the difference between aspiration and advantage comes down to execution. This webinar is about helping you close the gap, not with more tools or data, but with clarity, alignment, and a sharper focus on what drives real business results. If you’re ready to get ahead of the conversation and bring stronger CX thinking into your leadership strategy, sign up today.
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