London, United Kingdom – November 2025
Resonate CX has successfully concluded its invite-only executive lunch event in London, where senior leaders from the UK retail sector gathered for a closed-door presentation of insights from the Current State of Retail Customers: UK Market Research Report 2025.
Held at the Radisson Blu Hotel on Mercer Street in Covent Garden, the intimate lunch-and-learn brought together a curated group of retail decision-makers for a two-hour session focused on the customer experience drivers shaping in-store performance, conversion, and loyalty heading into FY26.
RETAIL MARKET INSIGHTS 2025 | UNITED KINGDOM
Uncover what shoppers really want in their in-store experience.
The event marked the UK debut of Resonate CX’s annual retail insights series, following the strong reception of its 2024 Brick-and-Mortar Retail report in Australia. Designed as a peer-level forum rather than a traditional conference, the session prioritised practical, growth-led insights that retail leaders could act on immediately.
During the presentation, Resonate CX shared findings from its latest consumer research, exploring why physical retail continues to play a critical role despite ongoing digital disruption. Insights highlighted the primary reasons shoppers still choose to visit stores, where friction in the in-store journey leads to lost revenue, and which experience factors most strongly influence unplanned purchases, advocacy, and repeat visitation.
The research also revealed a growing divide between different shopper mindsets, showing how high-value customer segments place increasing importance on service quality, ease of navigation, product availability, and experience-led differentiation, often outweighing price alone as a decision factor. For retail leaders in attendance, the data underscored the opportunity to shift from reactive CX measurement to proactive experience design as a lever for growth.
Speaking at the event, Resonate CX CEO Mita Bedi emphasised that customer experience has become one of the few remaining competitive advantages in brick-and-mortar retail.
“Retailers are no longer competing on price or product alone. The winners are those who understand which moments truly influence customer behaviour and invest in experiences that drive both loyalty and lifetime value.”
Mita Bedi
CEO, Resonate CX
Attendees also participated in open discussion with peers, sharing perspectives on emerging shopper expectations, workforce challenges, and the operational realities of delivering consistent in-store experiences at scale.
The London lunch marked Resonate CX’s final UK retail insights event for 2025, reinforcing the company’s commitment to providing senior retail leaders with data-backed, commercially focused insights in highly curated settings.
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, churn, and advocacy across traditional and emerging customer segments.
