CX DECODED: How the UK’s top multichannel retailers are investing to win consumer spend

Senior directors from Kingfisher, Hotel Chocolat, Seasalt, QVC and Waterstones have revealed their CX strategies for 2021 in an exclusive interview series with Retail Week, covering food, fashion and home. What does the new consumer look like? How are retailers driving them to spend? And what part does CX play in winning their loyalty? This report has the answers.

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