All Customer experience articles
-
AnalysisFour technologies driving bricks-and-mortar growth, according to retail leaders
Retailers are placing physical stores at the heart of their investment strategies, according to a worldwide survey of retail executives by Bain and VusionGroup shared exclusively with Retail Week.
-
NewsRyman and Robert Dyas roll out photo printing services to stores
Theo Paphitis Retail Group brands Ryman and Robert Dyas are introducing photo printing services across more than 200 high street stores.
-
Opinion‘Retail doesn’t need more stores – it needs better ones’
Too many retailers still treat online and offline as competing channels but together they create a richer customer relationship, argues Trinny London managing director Mark Smith
-
AnalysisHow Screwfix, Very, Orlebar Brown and more are unlocking quick-win CX strategies
Retail Week’s The Retail Roadmap report reveals how retailers are executing a customer-first, scalable transformation. Here we give you a sneak preview of Screwfix’s winning digital and CX strategy.
-
Opinion‘The customer may not always be right, but they must always win’
No retailer ever deliberately puts the customer second, but some make brazen claims about customer-centricity that they fail to come good on. Starting with the customer means taking a few steps back from what you’re selling, argues customer experience expert and former John Lewis director Peter Cross
-
OpinionFrom assistants to agents: What agentic AI really means for retail
There’s lots of hype, but agentic systems won’t deliver value unless they’re grounded in the realities of how retail works, argues Dunnhumby’s Sandra Stanley
-
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
-
