Retail Game Changers: Key Takeaways from NRCE 2025 and What It Means for CX Innovation

The 31st National Retail Conference and Expo (NRCE) 2025, held at SMX Convention Center Manila, was more than just a gathering—it was a masterclass in leadership, innovation, and customer-centric transformation. For BARE International, it was inspiring to see how the event’s conversations aligned perfectly with our mission to elevate customer experience (CX) across the retail industry.

Key Highlights from NRCE 2025

1. Leadership with Purpose and Empathy

In the panel “Leading with Impact,” Filipina leaders such as Denice Sy (Ever Bilena), Neelam Gopwani (Vision Express), and Pinky Yee (PESC) emphasized empathy, agility, and authenticity as the cornerstones of loyalty. Their experiences prove that purpose-driven leadership isn’t just good for culture—it’s good for business.

2. Service Culture as a Competitive Edge

“Retail’s People & Operations Playbook” brought hospitality icons Mary Grace Dimacali (Café Mary Grace) and Abba Napa (Moment Group) to center stage. They shared how team empowerment and consistent service standards drive excellence. At BARE, we know frontline engagement is where true operational brilliance begins.

3. Visionary Voices in Tech and Strategy

Leaders like Grace Vera Cruz (Grab) and Ambe Tierro (Accenture) spotlighted data-driven strategies, digital transformation, and ethical AI as the future of customer journeys. Their call for human-centered design resonates with BARE’s mission to deliver actionable insights through mystery shopping, audits, and real-time feedback.

4. Fireside Wisdom from Retail Icons

Robina Gokongwei-Pe’s candid reflections on legacy, succession, and transformation highlighted the importance of staying curious and evolving with the customer. Her message reinforces the truth that relevance in retail means embracing change.

What This Means for BARE International

At BARE, we believe that CX excellence is built on three pillars: insight, empathy, and action. The NRCE 2025 takeaways validated this approach:

Insight must be timely and data-driven—just like our real-time analytics and reporting tools.
Empathy should be embedded in every touchpoint—delivered through our tailored mystery shopping programs.
Action must be strategic and scalable—enabled by our global benchmarking and customized CX solutions.

Whether you’re a retail leader reimagining brand experiences or a team manager optimizing service delivery, BARE International is your partner in turning inspiration into measurable impact.