We combined forces with former head of CX at Sainsbury’s, Clare Muscutt and InMoment’s director of CX strategy, Simon Fraser to discuss the future of the UK retail sector.
With the high street in a state of flux, and Amazon dominating ecommerce, UK retailers are experiencing one of their most difficult periods for decades.
Central to the sector’s biggest challenges is the rapid shift in customer expectations.
In this webinar we exclusively reveal findings from InMoment’s latest annual Retail CX Trends Report and discover what customers really want from their relationships with retailers.
We discuss how the report's findings feed into the best practices retailers have to adopt, and why trust is the foundation for better experiences, long-lasting customer relationships and ultimately, the bottom line.
A sneak preview of what the research includes:
- Why customers don’t always want one-off ‘moments’ in the form of jewels and gifts to stay loyal, and that authenticity and trust are more important.
- That an even balance of reason and emotion is vital when building relationships with UK consumers.
- Why unconditional loyalty is a myth, but younger customers aren’t as disloyal to brands as we think.