Resonate CX Brings Current State of Retail 2025 UK Insights to London Executives Across Two Exclusive Events

London, United Kingdom, 2025 — Resonate CX hosted two exclusive executive events in London across 2025, each presenting findings from the Current State of Retail Customers: UK Market Research Report 2025 to a curated group of senior retail leaders. The events marked the UK debut of Resonate CX’s annual retail insights series and established London as a regular destination for the company’s data-led executive forums.

The first event, held in June 2025, brought together retail executives for an intimate lunch and research presentation, giving attendees early access to what was at the time the most current independent study of UK in-store consumer behaviour available. A second event followed in November 2025 at the Radisson Blu Hotel on Mercer Street in Covent Garden, extending access to the research and deepening the conversation around what the data means for retail strategy heading into 2026.

What the Research Found

The Current State of Retail Customers: UK Market Research Report 2025 is based on a statistically significant study of UK consumers and examines the in-store experience factors that influence conversion, spend, loyalty, and churn across traditional and emerging customer segments.

Both events focused on findings that challenged the assumption that physical retail is in structural decline. The research highlighted why UK shoppers continue to visit stores in a digital-first environment, identified the specific touchpoints where friction leads to lost conversions, and revealed which experience factors most strongly influence unplanned purchases and repeat visitation among high-value customer segments.

The data also pointed to a widening divide between different shopper mindsets, with findings showing that the highest-value segments increasingly prioritise service quality, ease of navigation, product availability, and experience over price as their primary decision factors.

Download the UK Retail Insights Report 2025

A Conversation Between Peers

Both events were designed as closed-door forums rather than traditional presentations. Attendees at each session explored the research in the context of their own customer strategies, comparing perspectives on emerging shopper expectations, operational delivery challenges, and the investment decisions most likely to drive measurable commercial returns.

The November event in particular provided a forward-looking lens for retail leaders planning their FY26 priorities, with discussion centred on how to shift from reactive CX measurement to proactive experience design as a lever for growth in a market where differentiation through price or product alone is becoming harder to sustain.

Related: Resonate CX Brings Current State of Retail 2025 UK Insights to London Executives

The UK Retail Opportunity

Customer experience has become one of the few remaining sources of competitive advantage in UK brick-and-mortar retail. The Current State of Retail Customers: UK Market Research Report 2025 gives retail leaders the evidence base to identify where their customer experience is falling short of what high-value shoppers expect — and where targeted improvements are most likely to drive conversion, loyalty, and lifetime value.

The report is available to download now, providing the same insights shared with senior UK retail executives across both London events.

Access the full report here.

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