EDITOR’S LETTER


We are delighted to welcome you to this issue of The Retail Bulletin’s Future of Retail supplement that looks at the latest viewpoints in the world of customer engagement.


At our Customer Engagement Summit held in London on 5 June, retailers with responsibility for the customer experience told how they are facing a range of challenges due to skills shortages, cost cutting, growing political uncertainty and the myriad of new tech- nologies emerging. But there was also a sense of optimism with delegates recognising the huge benefits that can be achieved through a sustained investment in the customer experience.


In this issue, we feature a range of articles from experts in the field as well as an interview with Jo Causon, chief executive of The In- stitute of Customer Service, who explains how a great customer experience can be a big differentiator and crucial to retail success in this world of 24-hour shopping.


We hope you enjoy the read. If you would like to contribute to any future issues on topics such as omnichannel, payments, in-store and HR, do get in touch.


Angela Beevers Editorial project manager


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