The Experience Gap
Wednesday Webinars
“The Experience Gap” is a monthly 30 minute webinar series exploring how customer experience impacts revenue through conversion, retention, and growth. Hear from the customer experience expert herself Claire and other industry experts to learn how to identify friction across your customer journey and connect CX strategy to your business strategy.
The last wednesday of every month we alternate sessions with a “How To” webinar and a Fireside Chat with a different industry expert on a topic or trend that can improve all businesses.
Next Webinar Session
August 2026 On-demand!
Head to Head: Retail Loss versus Customer Experience with Sophie Wong
Can great customer service actually reduce theft?
Retailers have spent millions investing in security cameras, AI, smart gates and other loss prevention technology. But could one of the most effective deterrents be something much simpler?
Join me for this free webinar as I sit down with Sophie Wong, founder of Positively Powered and former senior leader at Coles Group, to explore one of retail’s most overlooked commercial opportunities: the connection between customer experience and retail loss.
We’ll challenge the idea that protecting profit and delivering exceptional customer experiences are competing priorities. Instead, we’ll explore how the two can work together to create safer stores, stronger customer relationships and better commercial outcomes.
Register below to receive immediate access to the webinar after registering.
If you can’t watch it straight away, don’t worry—we’ll also send the recording directly to your inbox so you can watch whenever it suits.
Fireside Chat with an Industry Expert
August 2026 – Sophie Wong, Retail Loss Expert “Head to Head”
June 24th, 2026 – Georgia Sheehan, CX Recruitment Trends – FINISHED
April 22nd, 2026 – Siân Howatson, AI in CX – FINISHED