CX Innovation for Retailers

In today’s retail landscape, customer expectations are evolving faster than most organisations can adapt. Traditional CX approaches, focused on fixing pain points, are no longer enough. To stand out, retailers must design experiences that are not only seamless, but meaningful, emotionally resonant, and future-fit.

CX Innovation for Retailers is a practical and strategic course designed to equip retail teams with the tools and mindsets of human-centred design, customer insight, and service innovation. Through real-world examples, hands-on tools, and collaborative exercises, participants will learn how to identify opportunities for innovation across the customer journey and rapidly test new ideas that drive loyalty, advocacy and growth.

What You'll Learn

  • The future of retail: shifting from omnichannel to experience ecosystems

  • How to map and diagnose the end-to-end customer journey

  • Techniques for identifying customer pain points, unmet needs and desire paths

  • How to generate and prototype innovative retail CX concepts

  • Metrics that matter: how to measure the emotional and commercial impact of experience design

  • Case studies of retailers using CX innovation to drive transformation

Real-world case studies + collaborative tools

  • Guided reflections, peer learning and take-home frameworks

  • No jargon or overwhelming information — just practical ways to start making change


What You’ll Do

  • Map your current customer journey and surface friction points

  • Use customer personas and empathy tools to uncover opportunity zones

  • Apply CX design and testing tools (e.g. value proposition canvas, experience principles, “how might we” prompts)

  • Collaboratively design and pitch new retail experience concepts

Who’s the Course for?

  • SMB Retailers

  • Online Shop Owners

  • CX/Marketing Managers

In a world where products and services are becoming more and more commoditised, customer experience is the only true differentiator."
Annette Franz