Digital first customers have zero qualms in calling out bad experiences, as they are in applauding the good, and the great. At a time of heightened competition, and a shift in customer habits, retailers need an edge when trying to engage with customers and build trust. 
Henry is a fixture in millions of homes in the UK, and part of their success can be attributed to the hyper-focused view on their customers’ experience and loyalty. In this session, Catherine Rees from Henry will share how they identify trends and changes in customers expectations, building a trusted level of engagement, and how reviews inform their product strategy and enable Henry to adapt and scale with a growing loyal customer base.