IRX 2020

New theme for 2020: Customer experience

InternetRetailing Expo IRX

Providing a good customer experience can be the difference between making a sale and not. Providing a great customer experience can lead to loyal customers who return again and again. 

IRX 2020 will give you the tools, ideas and know-how to ensure that your customer experience is driving – and not hindering – your sales including:

  • Keynote sessions will host fast growth retailers who have customer experience at the heart of what they do
  • Expert clinics will enable you to get a dedicated appraisal of your own customer experience
  • Practical workshops will give you proven techniques for improving customer experience
  • The exhibition will showcase leading suppliers of customer experience tools and services


Register now

Customer Experience

Customer experience within the conference programme

Wednesday 2 September 2020
10:05 - 10:35 | Theatre 4

Customer and market expectations: what do consumers want and expect from delivery


Wednesday 2 September 2020
10:40 - 11:10 | Theatre 4

Customer experience through delivery: maintaining your promise to the customer

Wednesday 2 September 2020
11:45 - 12:30 | Theatre 3

Measuring customer experience: metrics and KPIs that show you are delighting your customer

Wednesday 2 September 2020
13:35 - 14:00 | Theatre 3

Developing a customer first approach in a digital business

Wednesday 2 September 2020
14:05 - 14:30 | Theatre 3

Culture, change and agility: providing excellent customer experience in a fast growing digital business

Wednesday 2 September 2020
14:05 - 14:30 | Theatre 1

Meeting the expectations of today's customer: how brands navigate the new omnichannel digital landscape

Wednesday 2 September 2020
15:05 - 15:45 | Theatre 3 

Digital omnichannel retailing: bringing together the in-store and online experience

Wednesday 2 September 2020
15:50 - 16:15 | Theatre 3

Creating new experiences to delight your customers and leave them wanting more

Thursday 3 September 2020
10:40 - 11:10 | Theatre 3

Turning customer service into sales: using customer contact to create loyal, repeat customers

Thursday 3 September 2020
14:55 - 15:20 | Theatre 3

Random acts of kindness: finding ways to delight your loyal customer and exceed their expectations

Thursday 3 September 2020
15:25 - 15:50 | Theatre 3

Understanding your customer: what makes them loyal and how do you nurture loyalty








Content Hours

2020 speakers



  • There are so many innovative companies, so much variation, great content and the speakers are talking about relevant business problems.
    Stuart Eames, Retail Innovation Lead
    Waitrose & Partners
  • The most exciting thing I’ve seen at IRX this year are the new products, new plugins and tools that are now becoming available that perhaps we’d never considered before.
    Agata Styczen, Senior Online Merchandising Manager
    O2 (Telefónica UK)
  • It’s interesting to know what’s happening in the industry… There’s a friendly atmosphere, a number of keynote speakers, a number of theatres so a lot of opportunities to engage and talk to people.
    Munish Khurmi IT Delivery Manager
  • You can talk to different retailers, visitors and you can share knowledge with them. It’s worth coming to IRX.
    Muhammed Aslam, Finance Manager
    Kiddies Kingdom
  • It’s really important to be here to really understand what’s going to be our next challenge.
    Carlos Larraz, Co-Founder & CEO


Location & opening times

Hall 2
The NEC Birmingham

Wednesday 2 September 2020 | 09:30 - 17:00
Thursday 3 September 2020 | 09:30 - 16:00


Clarion LogoIRX is organised by Internet Retailing Events, registered in England and Wales, Company Number 07081797, VAT No. GB 843845601 

Registered Office: Bedford House, 69-79 Fulham High Street, London, SW6 3JW, United Kingdom

Internet Retailing Events are a subsidiary of Clarion Events Limited.