All Customer experience articles
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AnalysisBlack Friday is dead, long live Black Friday: The stats behind the 2025 shopping phenomenon
From deepening discounts to widening sales windows, delve into the data behind Black Friday 2025 – produced in partnership with Talon.One
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NewsJohn Lewis opens new hospitality destinations in time for Christmas
Department store group John Lewis is upping the ante in hospitality ahead of Christmas, following strong sales growth.
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GalleryPrimark store heads into the Upside Down with Stranger Things collaboration
Primark is inviting consumers into the world of the Upside Down at its Oxford Street East store as it celebrates the final season of Stranger Things.
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NewsMorrisons introduces Amazon return kiosks to hundreds of stores
Supermarket Morrisons has rolled out Amazon self-service return kiosks in 350 stores across the country.
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NewsShoe Zone partners with Royal Mail to expand customer options
Footwear specialist Shoe Zone has launched a partnership with Royal Mail to expand its collection and returns options for online customers.
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Opinion‘Retail is witnessing a resurgence in the in-person shopping experience’
Retailers are turning to experiential shopping to lure more customers to their locations, observes Alvarez & Marsal’s Erin Brookes
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AnalysisHow shoppers will spend in 2026 and the winning strategies driving sales
Download How They’ll Spend It 2026 for the lowdown on where consumers intend to indulge, where they’re reining it in, and what triggers will convert sales as we enter another economically challenging year
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Opinion‘Retail’s AI revolution poses an existential question’
The rise of AI is fuelling the strategic reversal of a 25-year-old habit, driving a move away from outsourcing and back towards building powerful, in-house technology functions that can differentiate a business, observes AlixPartners’ Brian Kalms
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NewsGoogle launches virtual fashion try-on tool in the UK
Google has launched its virtual apparel try-on tool in the UK and India for users in time for Christmas.
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Chart of the WeekBreaking down the UK’s £9.1bn social commerce spend
Selling via social media apps like TikTok Shop and Instagram will drive £9.1bn in revenue for non-food retailers in the UK over 2025, new research from Retail Economics and social commerce platform Unbox.
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InterviewChatbots: Lush global customer care manager on using AI to manage Black Friday discourse
Speaking in May at the Zendesk showcase in London, Naomi Rankin, global customer care manager at Lush spoke with Retail Week about how it’s bringing its ethos to the rollout of AI tools on its platform through its partnership with the customer support platform.
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AnalysisWhat money can’t buy – How creative retailers are winning loyalty
How some of the UK’s biggest consumer brands are finding new ways to drive repeat spend
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AnalysisAsos’ CEO on how the fashion retailer plans to win back customers
Asos is gaining momentum with its turnaround plan after it shrunk pre-tax losses last year. With profitability on the up, chief executive José Antonio Ramos Calamonte is turning his attention to restoring revenue growth
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InterviewFit Collective: return rates are killing fashion retailers – and AI can fix it
Fit Collective was recommended to Retail Week by Rixo, and also works with Boden, Ro&Zo and L’Estrange
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NewsJohn Lewis launches ‘premium’ retail media proposition in store revamp
John Lewis has unveiled a “premium” retail media proposition at its newly transformed Bluewater store in Kent, Retail Week can reveal.
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AnalysisStore tour: John Lewis unwraps latest store transformation in time for Christmas
John Lewis is firmly in the swing of its £800m store upgrade programme as it unwraps its newly transformed Bluewater store in time for the busy golden quarter.
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InterviewDisney x Selfridges: behind the partnership bringing a theme park experience to retail
Disney Consumer Products vice president of marketing and communications Shauna McCarthy speaks to Retail Week about its “once-in-a-lifetime” partnership with Selfridges over the festive season.
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Opinion‘How AI agents could transform grocery shopping and what retailers should do now’
Most retailers are still experimenting with how to use AI to drive internal efficiency rather than consumer-facing discovery. The next phase of AI adoption will demand the opposite, advises Dunnhumby’s Sandra Stanley
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NewsJohn Lewis to open VIP area for loyalty members in flagship store
John Lewis is set to open a VIP area in its London flagship shop on Oxford Street for members of its loyalty card scheme.
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AnalysisAI in action: How leading retailers are accelerating growth
Download the Retail Week Growth Report 2025 to uncover key trends, case studies, and expert insights on AI, innovation and diversification shaping the future of UK retail.