Evolving technology and changing consumer behavior is affecting how organizations across the retail industry communicate with, engage, and sell to consumers across multiple touchpoints. The lines between digital and physical customer engagement are blurring, making it more challenging but ever more necessary to pursue customer experience excellence. And the global pandemic has brought pre-existing challenges and strategic objectives into sharper focus.

In this webinar, guest speaker Michelle Beeson, Analyst at Forrester, will outline the key customer and competitor trends that are driving retailers and brands to rethink their business models and customer engagement strategies. During the session Forrester will address the following questions and topics:

• How are customer needs, behaviors and expectations in the UK evolving?
• What is the impact on the [UK] retail landscape?
• What is next? Beyond the technology?