Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiatives. But what if these metrics only tell half the story of why shoppers leave without purchasing? This is where customer experience (CX) emerges as the critical differentiator in retail. Martin Newman, with four decades of experience guiding consumer-facing giants like Harrods, Burberry and Ted Baker, delivers a stark reality: prioritizing cost reduction over the emotional and human aspects of the customer journey is unsustainable. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

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