All Customer experience articles
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AnalysisChatbots are now dominant. To make them better, get your data in order
Two years ago next week, OpenAI launched GPT-4. As the AI hype cycle ebbs and flows, it is easy to forget that this felt like a massive step forward in generative AI capabilities
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Retail VoiceEntering a new frontier of retail loyalty
As consumer loyalties evolve, TCC Global’s Seb Hill examines why retailers should be looking beyond price in 2025 to ensure shoppers keep coming back
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Retail VoiceFor a successful subscription service, you must put the customer first
Subscriptions are currently thriving in the UK as consumers increasingly use them to shop, stream and save. With the right payment partners, your business can tap into this trend, unlocking steady revenue streams and building stronger customer loyalty.
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EventsTomorrow’s tech, today – understanding the strategies of retail’s winners
March 19, 3.30pm-4.10pm , online
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Innovation of the WeekWestfield has opened a sensory room to support neurodiverse customers
Westfield London has launched a permanent sensory room as part of a commitment to making the shopping centre more inclusive and accessible
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AnalysisSt David’s Square: What to expect from the £17m investment in Cardiff’s retail destination
Institutional landlord Landsec has received approval for a £17m investment in a new pedestrianised city square in Cardiff.
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InterviewQ&A: Boux Avenue chief product officer on design, innovation and never fearing the competition
As the calendar flips to February 14th, lingerie specialist Boux Avenue hits another of its annual peaks. Chief design and product officer Zoe Price-Smith sat down with Retail Week to discuss lingerie trends, the importance of competitors and third-party partners alike, why innovation is key and what’s next for the brand in 2025
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AnalysisFrom AI to Gen Z – the key takeaways from LIVE: Retail Week x The Grocer
All the key insights and takeaways you may have missed from LIVE: Retail Week x The Grocer 2025.
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NewsBRC boss urges retailers to focus on innovation rather than cut costs in Budget response
The chief executive of the BRC has urged retailers to “stay focused on the innovative end and customer deliver” rather than just cut costs in response to the Budget.
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FeatureAutomation: What does retail look like in a post-Budget world?
As retail navigates a world post-Budget, Retail Week looks at who is looking at automation as an aid, and how this will impact both customers and millions in the workforce.
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Supplier InsightHow retailers can maximise brand loyalty in 2025
Post-purchase communications can significantly impact brand loyalty. Here we explore the channels and marketing strategies helping retailers to maximise retention*
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FeatureRetail’s 101 favourite stores as chosen by the bosses of M&S, John Lewis, Ikea, Boots and more
From hometown heroes to international inspiration, we asked retailer leaders, commentators and our journalists to name their favourite store in the world. The result is 101 stores that show bricks-and-mortar retail at its very best.
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DataData: Amazon, John Lewis, Asda and Tesco are CX leaders, say consumers
Retail Week recently asked 1,000 UK consumers to name, unprompted, the retailers and brands they feel provide the best shopping experiences
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NewsPrimark has launched a clothing range for people with disabilities
Fashion giant Primark has launched a range of men’s and womenswear adapted from the brand’s bestselling products to meet a variety of needs.
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Retail VoiceThree ways to supercharge retail media in 2025
From context to content, Mail Metro Media’s Lauren Dick takes a look at a trio of ways retailers can accelerate success with retail media
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Opinion‘Consumers are now looking for experiences beyond simple transactions’
‘As consumers increasingly seek experience and entertainment, there’s an opportunity for retailers to consider anew what ‘space’ can entail, believes agency Household’s Kate Walmsley
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NewsTimpson, M&S and John Lewis in the top new customer service ranking
M&S is the top retailer in the UK for customer service, according to a new survey of 15,000 consumers. The brand, which recently said that “sales records were broken across the business” for Christmas 2024, narrowly beat John Lewis in the Institute of Customer Service’s (ICS) January 2025 UK Customer Satisfaction Index (UKCSI).
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DataRanking: The best retailers for customer satisfaction
The January edition of the UK Customer Satisfaction Index showcases which organisations consumers enjoy interacting with the most.
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Innovation of the WeekAlibaba’s AI search engine has grown to 500,000 users
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team.