Inside Holland & Barrett’s AI-Powered Customer Experience Strategy

Send us a text In this live episode from Shoptalk Europe in Barcelona, Katie Street sits down with Lidia Muravieva, Chief Experience Officer at Holland & Barrett, to explore how one of the UK’s most established health and wellness retailers is transforming its entire customer journey! This isn’t just another digital transformation story, it’s about breaking legacy barriers, connecting fragmented data, and using AI to deliver truly personalised experiences both in-store and online. Lidia shares how Holland & Barrett is reshaping omnichannel retail, supporting customer intent over product-first shopping, and designing a post-purchase journey that builds trust and loyalty long after checkout. If you want to understand where retail CX is heading in 2025 and beyond, this episode gives you real strategies, tech insights, and leadership lessons you can apply to your own business. Here's what to expect: - How Holland & Barrett is shifting from product-led to problem-led shopping journeys, helping customers find solutions rather than just products. - The role of data integration and AI in building a single customer view, improving personalisation, and driving better decision-making across channels. - What it takes to design a true omnichannel experience, bridging online, in-store, and post-purchase interactions for maximum customer impact. - The importance of a data-driven culture and continuous CX improvement to stay competitive in a fast-evolving retail landscape. Retail is moving fast, and the brands that win? They’re the ones putting customers right at the heart of every decision. This chat with Lidia is a behind-the-scenes look at how a heritage retailer such as Holland and Barrett is levelling up for the future. If you want to know where CX is going next and how to stay ahead of the game, you’ll want to tune in to this one! Lidia Muravieva https://www.linkedin.com/in/lidia-muravieva-5833871b0/ Katie Street: https://www.linkedin.com/in/katiestreet/ https://www.instagram.com/streetmate/ Marketing in The Madness https://marketinginthemadness.buzzsprout.com/ https://www.linkedin.com/company/marketing-in-the-madness-podcast/ https://www.instagram.com/marketinginthemadness/ Follow Street Agency: https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/