The retail industry is going through a period of change and adjustment, with some online retailers experiencing declines while traditional high-street retailers are reporting growth and expansion plans. Growth remained strong in November. Whilst it dipped a fraction in December, Retail sales increased 0.5 % in January, and this continued through Q1. This report from our Spring 2023 CX Roundtable for the Retail Sector highlights the importance of understanding customers' needs and expectations, which remain largely the same despite the changes in the industry.