CX Meets - Retail · Hospitality · Leisure
Jun 18, 2026 · 36 min · 13 segments
Episode 2 of CX Meets by Exponential-e explores the evolving relationship between retail, hospitality, and leisure, and how these sectors are increasingly converging in a digital-first world.Host…
Glynn DavisGuest
Roberto CastroHost
things you could say now, post COVID, multi-channel and digital is clearly a massive, had a massive impact on the retail sector.
From when I'd written a book, if you like, in 99, 2000, where we would have called the first emergence of e-commerce.
And leisure and hospitality, food and beverage, if you like, didn't really have any of that until COVID happened.
And all of a sudden, the leisure sector needed to start selling its product across multiple channels.
So there's a whole cornucopia of stuff that the leisure sector and hospitality needed to do which retail had been doing for quite a long time that was that's one of the key blurrings the other um thing was retailers had for years recognized the store has been a more integral component of the the business um when digital came in there was this thing whereas the store was getting diminished and all of a sudden there was realizing we need to do more with the store and then your experiential theatrical component came into retail which leisure and hospitality has been there for years.
And arguably now we're at a stage where The leisure sector is starting to do quite a lot of interesting things with loyalty.
You know, Pret during, well, just slightly post-COVID, when it brought its unlimited coffee for £20 a month.
things you could say now, post COVID, multi-channel and digital is clearly a massive, had a massive impact on the retail sector.
From when I'd written a book, if you like, in 99, 2000, where we would have called the first emergence of e-commerce.
And leisure and hospitality, food and beverage, if you like, didn't really have any of that until COVID happened.
And all of a sudden, the leisure sector needed to start selling its product across multiple channels.
So there's a whole cornucopia of stuff that the leisure sector and hospitality needed to do which retail had been doing for quite a long time that was that's one of the key blurrings the other um thing was retailers had for years recognized the store has been a more integral component of the the business um when digital came in there was this thing whereas the store was getting diminished and all of a sudden there was realizing we need to do more with the store and then your experiential theatrical component came into retail which leisure and hospitality has been there for years.
And arguably now we're at a stage where The leisure sector is starting to do quite a lot of interesting things with loyalty.
You know, Pret during, well, just slightly post-COVID, when it brought its unlimited coffee for £20 a month.
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