CX Retail expectations: Deepening online engagement by surprising and delighting

Available On-Demand


The period of ‘Covid forgiveness’ witnessed during the height of the pandemic is over and shoppers are no longer willing to accept drop-offs in online customer service. This calls for retailers and brands to go the extra mile and strengthen the relationships they have with consumers.

This means not only delivering a seamless, frictionless and personalised online experience but also building emotional connections.

So how can this be achieved? Find out more in this session where industry experts from Three UK, Retail Week and Zendesk discuss how to go for CX gold online.

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Jon Davies

Head of Digital Development, Three UK

Lisa Byfield-Green

Research Director,
Retail Week

Peter Lorant