Transforming Customer Experience in Retail: From Insights to Actionable Metrics and Back

Carlos, together with Anne, Manuela, and Matthieu will talk about:

• Engaging the C-Suite and Board in CX Initiatives: Strategies for getting buy-in from top-level executives and ensuring they understand the value of CX
• Exploring effective strategies for Converting Customer Feedback into Actionable Insights and vice versa
• Complexities and nuances of CX within the retail sector
• How a strong brand can influence customer perceptions and expectations, and the challenges of maintaining a consistent experience across all touchpoints

About the Speakers

Anne Thorstvedt Sjoberg – Anne has worked for more than 20 years in international leadership roles in Marketing & Sales at top-tier consumer goods companies including Procter & Gamble, Electrolux, Kraft Foods & Mondelez International. She has held strategy, functional, global, regional, and local roles, and has been closely involved in identifying commercial growth and driving organizational change with a focus on customer & shopper insights and customer experiences, data, analytics, and digital transformation.

Manuela Pifani – Manuela Pifani is an exec-level CX consultant, NED, and thought leader who founded CXellence Consulting to help organizations set the customer strategy and co-design needs-based intentional customer experiences to increase loyalty and profitability. Previously, she spent 15+ years as CX Director for retail and financial services organizations across the UK and Europe, including ASDA, Kingfisher, Direct Line Group, RBS/Natwest, and Barclays. She has won 20+ prestigious awards, including the Global CX Leaders Insight Award 2022.

Matthieu Bonnelli – Matthieu is the Founder and CEO of CXMania. He has dedicated his entire career to Customer Experience Management and specialized in e-commerce. He has worked with companies like Zalando, Casper, and Café Royal. His mission is to help leaders make decisions with confidence, thanks to his approach that combines customer-centricity with a data-driven methodology.

Carlos del Corral – Carlos has been Director of Mobile Insights and Innovation both at Nokia and Microsoft, driving action thanks to the feedback of millions of customers. He is now Co-founder and CEO of Lumoa, a solution that looks at any type of customer feedback to tell companies what to do next to grow their business.