Retail in the Next 12 Months: From Survive to Thrive

A talk by Hayley Ward and Helene Dolberg
Marks & Spencer and Kin + Carta

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About this talk

Over the last weeks, we’ve seen a huge shift in both organisational and customer behaviours in response to the current crisis. What this has demonstrated is the importance of building resilient and agile businesses that are able to quickly and innovatively respond to the waves of change and adapt their customer experience accordingly. Featuring insider perspective from M&S, one of the biggest retailers in the UK, we will explore the kind of practices retail organisations should adopt to become more resilient, what trends will impact the industry and how to respond to them, and a focus on the changing nature of customer expectations.

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