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All Customer experience articles
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Retail VoiceThe unplanned £22.90: What parcel locker visits are really worth to your stores
Parcel lockers were once seen as a simple convenience feature. But new research from InPost reveals they are generating significant unplanned spend, boosting visit frequency and becoming a genuine driver of customer loyalty – Paul Selvey, network director at InPost UK
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AnalysisM&S Pantheon: Inside the London flagship setting the blueprint for future stores
Marks & Spencer presented its newly transformed Pantheon flagship store on London’s Oxford Street on Monday, unveiling what it described as the blueprint for its full-line store renewal programme
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FeatureWhat GLP-1 growth means for this year’s Christmas trading
As weight loss drug use grows across the UK, the shape of Christmas spending is also set to shift. Here we explore the impact of GLP-1s on baskets and how retailers can get ahead
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NewsM&S launches made-to-order suiting service
Marks & Spencer has introduced a made-to-order suiting service, offering customers the chance to personalise over 50 suit options.
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DataRanking: The Top 10 UK retailers for customer satisfaction
John Lewis was the highest-rated retailer for customer satisfaction in the July edition of a long-running barometer published by the Institute of Customer Service, but retailers are now rated lower than banks on average
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DataAll about AI: the topics and retailers dominating readers’ queries
One topic has dominated Retail Week readers’ curiosity this year, accounting for more than half of the questions they asked on the site.
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InterviewQ&A: Estée Lauder Companies SVP on the innovations driving the business
Global beauty behemoth Estée Lauder Companies has been focusing on tech and innovation in recent years, including tech partnerships, leveraging data and generative AI, and introducing experiential tools for customers.
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InterviewLush retail boss on being ‘fiercely committed’ to its values and genuine customer connections
Kasey Swithenbank speaks to Retail Week about Lush’s unapologetic values and evolution that have seen it grow to over 100 stores in the UK.
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AnalysisThe highlights from Retail Week’s Digital Transformation Summit
Despite the heatwave sweeping the UK, many across the retail industry gathered in London this morning (June 25) for Retail Week’s Digital Transformation Summit hosted in partnership with KPS and Feedonomics powered by Commerce.
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Report StoreThe UK’s Top Ecommerce Retailers
Discover 10 of the UK’s top ecommerce retailers and how they’re leveraging data.
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InterviewQ&A: Relex Solutions VP of product and platform discusses modernising end-to-end solutions for retail
Retailers are looking for ways to improve end-to-end operations, from accurate demand forecasting to inventory optimisation, and better pricing and planning from start to finish. This is where Relex Solutions comes in as a unified native AI-platform aiming to do just that, as well as drive smarter decisions, increased sales and better sustainability.
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Chart of the WeekCharts of the Week: How much do shoppers want AI involved?
Three new charts show the state of play when it comes to AI and shopping.
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AnalysisHow Boots and Currys are levelling up customer experiences
AccessThe CX Report to discover how leading retailers are using AI to deliver relevant, connected and memorable customer experiences in 2026
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Report StoreThe CX Report
Discover how leading retailers are using AI to transform shopper experiences in 2026.
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AnalysisApp tour: How Zalando’s AI-powered chatbot is changing customer engagement
With more retailers experimenting with AI in their customer offering, Retail Week analyses how Zalando’s AI-powered app is pushing the retailer forward
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InterviewQ&A: Fortnum & Mason UK retail director on using real-time customer data to improve the store experience
Fortnum & Mason UK retail director Sean Ghouse and founder and chief executive of TruRating Georgina Nelson speak to Retail Week about real-time customer feedback technology
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Supplier InsightData: How Gen Z is turning retail into an experience economy
New research from Snapchat and Portas suggests over half of Gen Z prefer in-store shopping over online – here we outline key findings from its latest report
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AnalysisHow Zara’s Bond Street flagship is redefining the store experience for middle market fashion
Zara unveiled its newly transformed Bond Street flagship last week in a move that signals a shift in the retail experience provided by middle-market fashion brands.
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NewsZara to launch in-store personal styling service
Zara is set to launch its own personal styling service as part of its continued efforts to elevate the customer experience, Retail Week can reveal.