Digital Transformation in Customer Retail Experience

Shifting your adaptation in a new retail environment

24 September 2019, Hong Kong

Course Introduction

Digital Transformation in Customer Retail Experience

Shifting your adaptation in a new retail environment

Managing the delicate balance between the fundamentals of bricks and mortar retail with the customers’ expectations of a seamless holistic platform presents retailers with multiple challenges.  Success in 2019 and beyond will be defined by the collaborations and strategic partnerships businesses choose and which technologies they employ in both delighting consumers and delivering consistently.

With the shifts that have occurred over the past few years, retailers can expect to see continued growth in online sales; the majority of which will be transacted on a mobile phone. With the massive variety of choice, retailers need to step into this market boldly by embracing a customer centric cum retail play approach regardless of their size.

Unsure where to start? This masterclass will be focusing on what you need to do to create value in this new retail environment by embracing a mix of strategies both digital and classic in helping your business adapt to customers’ expectations.

The Trainer

Richard Mayne

Managing Partner

Richard Mayne is the managing partner of CXi; a business established under the Hehsed umbrella to help develop best practise in the area of customer experience. Drawing on an extensive background in customer facing roles, Richard started off as a technician and then moved into retail management and consulting. With over 20 years of solid experience in building new sites and recovering under-performing retail businesses across Australia and Southeast Asia, he has a solid track record with multiple retailers across many markets, sites and different facets of the retail market.

More About The Trainer

His work spans across APAC’s leading retail businesses, progressively growing to positions of increased challenges and complexity. He has won numerous awards and attributes much of that success to a very strong customer centric approach which he is passionate about driving. Richard has developed a strong network in Southeast Asia since first attending the University of Indonesia back in 1996. He is a certified computer technician and holds a Bachelor’s degree in Politics, a Graduate Diploma and a Masters in Asian Studies focusing on business, management and political development in Asia.

He is a change-agile strategist with significant expertise in developing & implementing innovative strategies and highly successful business development plans for driving revenue generation and growth to promote competitiveness, performance and profitability.


Course Agenda

  • The digital transformation journey
  • Trends in retail innovation
  • Turn mistakes into opportunities
  • Emotional connection with customers
  • Study the megatrends of digital marketing
  • Sharing of case studies from other successful companies
  • Defining CX strategies
  • How retailers should turn around and grow in a tough market
  • Utilise customer journey  map to optimise and develop new opportunities

Contact Jason Lee at or call +65 6423 0329 to book your seat now!

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Key Takeaways

How You Can Benefit!

  • Study the latest trends on customer behaviour and interaction with retailers
  • Understand and learn best practices from successful retailers
  • Analyse your consumers buying habit and adapt to it
  • Win at consumer engagement
  • Implement effective tools to build your retail strategy

Who Should Attend

Business and marketing and leaders including:

  • Digital Marketing Managers
  • Retail Managers
  • Customer Experience Managers
  • Customer Engagement Managers
  • And any marketing professionals who are involved in retail management

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