All Customer experience articles
-
NewsM&S resumes click and collect following cyberattack
Marks & Spencer has brought back its click-and-collect service after it was paused following the cyberattack that struck the company in April.
-
FeatureCustomer loyalty – what will the next three decades of evolution mean for retail?
In 1995, a little card fundamentally changed how retailers would understand their customers for decades to come.
-
NewsTesco Express stores resort to locked-door policy to stem rising crime
At least three Tesco Express stores in East Worthing, Shoreham and Broadwater, West Sussex, have resorted to using remote-control door access for customers in a bid to stem soaring crime in the area.
-
NewsEE to roll out in-store online safety appointments and resources for families
EE is rolling out new initiatives to better inform parents and keep younger customers safe online.
-
Innovation of the WeekOpenAI launches ChatGPT agent that can order online groceries
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team. Every week, we bring you new ideas and case studies across consumer, technology, sustainability, economy, policy and industry.
-
NewsBoots unveils plans for fragrance-only store
Health and beauty retailer Boots is to open a new fragrance-only boutique in London this autumn, showcasing exclusive scents and immersive experiences.
-
NewsCurrys rolls out new AI video tech to enhance customer experience
Currys is integrating AI video technology into its services operations in a bid to streamline customer experience.
-
AnalysisAI shopping is good – what does that mean for retailers?
OpenAI is reportedly planning to integrate checkout into the ChatGPT shopping tool. Whether this happens or not, the move by various large language model (LLM) providers to push into product discovery is massive news for retailers.
-
Innovation of the WeekMorrisons partners with Google on AI-powered in-store product search
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team. Every week, we bring you new ideas and case studies across consumer, technology, sustainability, economy, policy and industry.
-
Innovation of the WeekInnovation round-up: Revolutionary holograms, supersonic drones and 3D AI models
Here we bring you the 10 best innovations that caught our attention in the second quarter of 2025.
-
Retail VoiceWhy cruise retail is redefining customer experience culture
While high street retail fights for fleeting moments of consumer attention, one high-growth, high profit channel that bucks this reality can still be conspicuously absent from strategy conversations: cruise retail. Harding+’s Katie Floyd takes a deeper dive
-
DataRanking: John Lewis overtakes M&S in customer satisfaction poll
John Lewis has overtaken Marks & Spencer in the latest UK Customer Satisfaction Index (UKCSI), despite M&S impressively maintaining its performance in the face of a cyber attack that shut down online sales
-
Opinion‘In an omnichannel world, online returns stances looks out of kilter with shopper behaviour’
Some people exploit the returns system but why should online customers be treated differently from in-store shoppers, asks Charlotte Hardie
-
-
DataExclusive research: 1,000 shoppers reveal the new ways they discover brands
Exclusive consumer research from Pinterest and Retail Week reveals new ways UK shoppers are discovering brands, what’s likely to make them buy and how retailers must act now for sustainable growth
-
-
AnalysisHow Morrisons, Holland & Barrett and Liberty are redefining CX – and what you can learn from them
Retail Week’s latest report reveals how top retailers are building agile long-term growth strategies to stay ahead of changing customer expectations
-
Opinion‘Online shopping is no longer exciting. Etailers will need to pedal harder to succeed’
Retail Week editor-in-chief Charlotte Hardie wonders whether the role that online purchasing plays in people’s lives has changed forever
-
Opinion‘A new way to shop is integrating the best of physical and online worlds’
The arrival of ‘discovery commerce’ means what people love about going to the shops can be replicated online, believes Accenture Song’s Sarah Lambert
-
InterviewQ&A: Nectar360 boss on creating new opportunities in retail media
Sainsbury’s and Nectar360 have today announced their new platform Pollen, which they say will “supercharge” their retail media business and drive forward their strategy