All Customer experience articles
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NewsEE to open its first experience store in Scotland
EE is making its experience store debut in Scotland, as it opens the doors to a new store in Glasgow.
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NewsIkea debuts ‘Life at Home’ services offer to help shoppers move house
Ikea UK has launched a services offer that will allow shoppers to access help with moving house, finding new energy suppliers and options for home finance.
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NewsAmazon agrees $2.5bn settlement over claims it tricked Prime users
Amazon has reached a $2.5bn (£1.9bn) settlement with a US regulator following claims it tricked millions of customers into signing up to its Prime membership.
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Opinion‘In a flat-growth market, technology isn’t just an enabler – it differentiates winners and losers’
The uncomfortable truth is that customers’ technology expectations of retailers are set by the best, not the average, maintains AlixPartners’ Brian Kalms
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NewsLIVE: Retail Week x The Grocer launches for 2026
LIVE: Retail Week x The Grocer 2026, a one-day event showcasing the latest thinking in technology, digital and customer innovation across retail and grocery, has officially launched.
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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.
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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.
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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
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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.
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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
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.