In our last webinar, we tackled what keeps retail executives up at night. Now, we’re doing a 180. This time, we’re spotlighting the people expected to deliver on those outcomes but often lack the influence or tools to do so: Customer Experience Leaders.
Let’s be honest, dashboards don’t drive change. Sentiment scores won’t secure budget. And feedback without action is just noise. The time has come for CX to move from “nice to have” to non-negotiable performance engine.
That’s why we’re bringing together two of the most insightful voices in retail experience for a bold, no-BS conversation about what it really takes to transform CX from a reporting function into a business driver.
Sign up now to discover the strategies that convert feedback into financial results
What you’ll learn
Why most CX programs get stuck (and how to break through the noise)
Many CX teams are sitting on goldmines of insight, but lack the operational traction to turn data into action. We’ll show you how to escape the dashboard trap and build real influence across your org.
How to detect experience risk before it hits NPS, loyalty, or the P&L
By the time negative feedback shows up in your reports, the damage is already done. Learn how to spot early signs of friction in specific stores, shifts, or channels, and intervene before KPIs dip.
How to tie frontline behaviors to ATV and conversion gains
Customer behavior doesn’t happen in a vacuum. We’ll show you how to connect associate actions to tangible commercial outcomes, and build the business case for better coaching and service investments.
Real-world strategies to turn VoC into store-level action
The gap between insights and execution is where most CX programs stall. Discover how to close that loop, fast, with real-time, store-specific feedback that empowers teams on the ground.
The ROI narrative that earns executive buy-in (even in a cost-conscious climate)
Budgets are tight, and the board wants proof. We’ll help you translate CX outcomes into language that resonates with the CFO, showing how experience directly impacts revenue, retention, and strategic success.
Meet the speakers
Georgina Nelson — CEO & Founder, TruRating
Georgina’s path to founding TruRating is anything but ordinary. Starting in psychology, she moved into law, becoming a consumer rights advocate in the world of data and privacy at Which?, Europe’s largest consumer association.
But her real motivation came closer to home: Her dad, a lifelong retailer, lost half his business as Amazon rewrote the retail playbook. He fought back with a focus on delivering world-class in-store experiences, but had no feedback, no data, no proof they were working. Georgina knew there had to be a better way.
That insight gave birth to TruRating: a platform that lets customers give feedback as they pay, making it fast, easy, and representative. The data is real-time. The impact is real-world. And every rating triggers a charitable donation.
“I believe the world will be better when businesses truly understand their customers, and when customers can see that their voice makes a difference.”
Georgina Nelson, CEO & Founder, TruRating
She’s a passionate, heart-driven leader and an EY Winning Woman, Telegraph Hot 100 honoree, and one of Beauhurst’s 50 Female Entrepreneurs to Watch.
Zack Hamilton — Strategic Advisor, TruRating
Zack has spent 15 years reshaping what customer experience actually means—from the shop floor to the boardroom. He rose from retail store manager to CXO, led GTM and CX at scale in both SaaS and retail, and has advised over 200 global brands.
Zack’s philosophy? Feedback is not the outcome. It’s the fuel. And when CX is done right, it drives growth, lifts ATV, increases conversion, and makes the frontline stronger.
He joined TruRating because he saw the same thing across the industry: too many brands are flying blind between the transaction and the next visit.
“Retail doesn’t have a data problem. It has a decision problem. TruRating closes that gap, putting actionable feedback in the hands of the people who can do something with it.”
Zack Hamilton, Strategic Advisor, TruRating
Known for calling out CX theatre and building performance systems that actually move the needle, Zack brings hard-earned insights and field-proven frameworks that help CX leaders earn trust—and budget—in the C-suite.
Who should attend
CX leaders, VoC owners, retail experience teams, and anyone tired of managing dashboards that don’t lead to change. If you’re ready to lead where it counts, this session is for you.
Save your spot now
This is the CX conversation the boardroom is waiting for, and you belong at the center of it.
Want to see how TruRating turns real-time customer feedback into retail performance? Learn more about our retail analytics software or book a demo today.
