THE EVOLVING FACE OF
CUSTOMER EXPERIENCE
As customer experience (CX) moves beyond satisfaction towards community creation and engagement, Retail People Magazine speaks to global business transformation strategist, Renata Liuzzi, Founder of Axis Partners, on the future of CX.
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ustomer Experience has become the leitmotif for the retail industry. While more and more brands are seeking to enhance their CX; rapidly evolving customer needs are making the terrain tough to navigate. In response to rapidly emerging and accelerating CX challenges, Renata identified the opportunity to provide critical insights, support and strategy for businesses to remain relevant and sustainable. In 2019, when Renata founded Axis Partners, little did she realise the significance of her vision in light of the global events which occurred in early 2020. Awarded the second most influential CX/Innovation practitioner worldwide by the CX Magazine in 2022 and one of the top CX/innovation thought-leaders in 2021; Renata is engaged as a strategic CX and innovation advisor to investment, retail and real estate groups. She has worked with conglomerates like Emaar, Dubai Properties and Meraas, leading and curating their retail, real estate and even hospitality experiences.
RETAIL PEOPLE . MAY - JUL 2022
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Here, she highlights how brands can make customer interactions more meaningful, profitable and more importantly, human.
As a Customer Experience and Innovation expert, how do you see the current consumer retail outlook? With the Edelman Trust Barometer 2021 revealing that 88% of consumers across 14 global markets believe that trust is critical, CX is no longer a nice-to-have, it is a must-have. Delivering on the customer promise is the key differentiator for a brand’s success. It is no coincidence that the most resilient and successful firms list ‘enriching the lives of their customers’ as their highest purpose. More and more brands are realising that financial growth and
