WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH

3 - 5 March 2026 | Hilton London Syon Park, UK

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Irina Schneider

Non-Executive Board Member Holland&Barrett

Agenda Day Two

9:40 AM FIRESIDE CHAT : FROM HERITAGE TO HIGH GROWTH: BUILDING CUSTOMER CENTRICITY AND DIGITAL CAPABILITY AT HOLLAND & BARRETT

Holland & Barrett's transformation has reinvented every touchpoint - from website and app to in-store experience and the systems behind them. Irina Iozefson-Schneider, Board Member at H&B, has supported the executive team on this journey for the past six years: shifting to a customer-centric DNA, building a digitally enabled organisation, and aligning culture, processes, and technology to deliver one connected customer journey. In this fireside chat, she shares how these efforts have fuelled double-digit growth in a challenging retail climate and what other leaders can take away.

• Discover how to integrate digital and physical channels for a seamless experience, and what it really takes behind the scenes.

• Learn how to build a digital-first and data-first culture across the organisation.

• Explore why moving from transactional to relationship-led CX requires rethinking the operating model and how to align the entire organisation around a customer-first mission.

• Understand the lessons learned and barriers overcome along the way.

Check out the incredible speaker line-up to see who will be joining Irina.

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