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Reverse Experiences for Customer-Led Retail: People, Process, Product, and Planet

Coverage: Europe

People, Process, Product and Planet

Customer lifetime value and consumer experience excellence are top priorities for retailers. Traditionally, a lot of attention was given to the front-end of the customer journey to “make the magic happen”. But in today’s market, it is vital to reverse the debate and focus on competitive advantage and profitability drivers for which critical knots need to be untied - such as the interactions among actors who manage the product lifecycle and the overall supply chain.
By 2024, 40% of the top 500 retailers will use AI-enabled decision support to drive improvements in the new KPIs of omni-channel retail, including customer lifetime value, productivity, and profitability. There are still opportunities to nourish crucial nodes of the internal processes of retail organizations with targeted injections of technological programs, to link the  4 pillars of a customer-led retail renaissance.
Why Attend?
IDC European Retail Xchange connects and engage senior IT and business professionals from different retailers and countries. We aim to create the best-in-class independent content based on insights from our analysts, external speakers, as well as industry, and thought leaders, who we invite to join.

The event will provide you with industry trends, actionable recommendations, hands-on experience from external speakers and last but not least - a chance to connect and network with your peers from the biggest European retailers.

Xchange Speakers

At our Xchange events you will hear from IDC analysts, the experts behind our research. They will help to expand your knowledge and discover new approaches to ensure you make smarter business decisions. In addition you will hear from guest keynote speakers and experienced professionals.

The agenda is continuously updated in the lead up to the event, so please check back for the upto date speaker list.

Ilse Roeffen

Head of Emerging Markets and Business, Swarovski

Marco Ruffa Show full profile linkedin

Marco Ruffa

Digital Transformation Director and ESG Lead, PINKO

Roberta Bigliani

Group VP, Head of Insights, IDC EMEA

Peter Hinssen

Entrepreneur, Advisor, Keynote Speaker and Author

Clarissa Eva Leon

CDO, Dagrofa

Tim Elsom

Senior Executive Partner - Lead Client Partner, Consulting, IBM

Kati Arndt

Associate Partner - Distribution Sector, Business Transformation Services, GBS UKI Consulting, IBM

Dimitri Osler

CTO, x-hoppers by Wildix

Ornella Urso

Head of Retail Insights, IDC Europe

Colin Shenoy

Director, Digital & Technology, Diageo

Filippo Battaini

Research Manager, IDC Retail Insights, Europe, IDC

Tania de Sousa Dias Show full profile linkedin

Tania de Sousa Dias

Digital Ethics Specialist, Digital Ethics & Responsible AI, IKEA

Miha Kovač

Executive Director CoE, Data Services, Studio Moderna

Cristiano Quattrini

Associate Analyst, IDC

Sofia Poggi

Research analyst, Retail Insights Europe, IDC

Ian Rowan

Country Manager UK & Ireland, x-hoppers by Wildix

Key topics

The 4 pillars of a customer-led retail renaissance:


Addressing the needs of both external and internal customers using automated workflows and knowledge base integration tools


Speed up Time To Market through seamless operations across the organization by applying integrated tracking and road mapping solutions, together with timely reporting mechanisms


Reassessing the streams of data and the interactions among all the actors of the value chain through agile project management programs


Rethinking environmental impact and increasing the circularity of economic practices through ESG data management and reporting instruments


Filter Topics


Registration & Networking lunch


IDC Greetings & Welcome


Reverse Experiences for Customer-Led Retail Renaissance: Why, What and How


The strategy of reverse experiences in Retail Commerce


Where the competitive advantage of the reverse experience stays in the retail value chain?


Coffee & Networking; One-to-One Meeting


Why I'm with Heidegger... or How Generative AI will Save Customer Services


Why Responsible AI matters: The Crucial Key to Unlocking AI-Powered Retail


How to make retail operations socially and environmentally sustainable?


Coffee & Networking; One-to-One Meeting




Free time & Networking; One-to-One Meeting


Champagne Reception


Gala Dinner


After Dinner Drinks

Advisory Board

We build each edition of the Xchange event by starting dialogue with industry leaders, which helps us to create the best independent content. Meet the Advisory Board Members for this year!


Strategic Xchange Partner
Xchange Partner


Landgoed Duin & Kruidberg
Duin en Kruidbergerweg 60

Knowledge Hub

The Retail Commerce Platform: Why Retailers Need it, What's New and How to Embrace its Full Potential

The retail industry is a dynamic and ever-changing landscape that is constantly adapting to the needs of consumers and technological advancements. With the rise of omnichannel business models, retailers must cater to the demands of increasingly discerning customers who seek personalized experiences and convenient shopping options.

Learn More

x-hoppers Use Cases

The overarching focus on price meant e-commerce has become a major part of the retail experience, but some things it can’t replace: a great customized in-store experience and instant access to products. Yet plenty of day-to-day issues hold shops back. The solution is x-hoppers — the complete retail headset system that connects shop assistants and increases in-store conversions. x-hoppers connects all your shop’s employees on one voice channel to ensure your entire team can tackle problems as they arise, creating a more positive in-store experience and helping you increase conversions. The x-hoppers system is versatile and offers multiple use scenarios. Some of which are covered in this brochure.

Learn More

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Contact Us

Charlotte Thygesen Poulsen

Vice President Events

+45 24446502

Gloria Lombardo

Business Development Manager, European event sales team

About IDC

60 Years
1300 Analysts
110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,300 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.