CX Retail Exchange UK 2026

In 2026, retailers are moving away from chasing the latest ‘shiny new toy’ and refocusing on what customers truly value: excellent service quality, meaningful and emotionally resonant experiences, and tailored, value-driven relationships.

The next era of competitive advantage will belong to organisations that can balance these fundamentals with the right technology and strong people-and-process foundations, as they transform rich first-party data into action and use AI strategically to personalise experiences and empower frontline teams.

These challenges sit at the heart of the CX Retail Exchange UK, returning to Hilton Syon Park, London, on 1-2 July 2026 for its 15th edition.

The Exchange is an invitation-only* event for senior CX, Customer Service, Digital and Retail leaders from the UK’s biggest retailers, such as Samsung, Nike, Sainsbury’s, Screwfix, Superdrug, River Island, Currys, Moonpig and more. It brings together 65 peers in a focused, closed-door environment built around personalised agendas and curated 1:1 meetings, designed for honest conversations and real progress, not a traditional conference.

Key topics for 2026 include:

·         Uncovering tactics for delivering seamless omnichannel experiences that drive retention and profit

·         Lifting the lid on strategies for building loyalty in an era of economic uncertainty

·         Using AI and customer data responsibly to better understand customer needs and remove friction

·         Rethinking the role of physical retail in a digital-first world to create differentiated experiences that build trust and convert

Through exclusive case studies, collaborative think tanks and dialogue-driven sessions, the Exchange is designed to help you walk away with practical insights and solutions to your biggest CX challenges.

Download the event guide now to explore the full agenda, speakers and themes, or get in touch directly to request your complimentary invite*.