All Customer experience articles
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OpinionâRetail is witnessing a resurgence in the in-person shopping experienceâ
Retailers are turning to experiential shopping to lure more customers to their locations, observes Alvarez & Marsalâs Erin Brookes
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AnalysisHow shoppers will spend in 2026 and the winning strategies driving sales
Download How Theyâll Spend It 2026 for the lowdown on where consumers intend to indulge, where theyâre reining it in, and what triggers will convert sales as we enter another economically challenging year
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OpinionâRetailâs AI revolution poses an existential questionâ
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 AlixPartnersâ 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 WeekChart of the Week: Breaking down the UKâs ÂŁ9.1bn social commerce spend
Selling via social media apps like TikTok Shop and Instagram will drive ÂŁ9.1bn 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 itâs 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 canât buy â How creative retailers are winning loyalty
How some of the UKâs biggest consumer brands are finding new ways to drive repeat spend
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AnalysisAsosâ 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 â and AI can fix it
Fit Collective was recommended to Retail Week by Rixo, and also works with Boden, Ro&Zo and LâEstrange
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NewsJohn Lewis launches âpremiumâ retail media proposition in store revamp
John Lewis has unveiled a âpremiumâ 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 ÂŁ800m 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 âonce-in-a-lifetimeâ partnership with Selfridges over the festive season.
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OpinionâHow AI agents could transform grocery shopping and what retailers should do nowâ
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 Dunnhumbyâs 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.
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Innovation of the WeekDFS and Pinterest collaborate on gamified shopping experience
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team.
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NewsMarks & Spencer turns to Sky to appoint customer director
Marks & Spencer has appointed a customer director who joins from broadcaster Sky as it seeks to further enhance shoppersâ experience, Retail Week can reveal.
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OpinionâMy Inditex ordeal reflects a problem â modern retail burns with frictionâ
In a world of technology, data, rapid delivery and single views of stock, Charlotte Hardie fears retailers are in danger of forgetting about the no-brainer of customer service
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NewsMajority of fashion retailers now charging for returns
Three out of four of the UKâs biggest clothing and footwear retailers now charge customers to send back unwanted items, according to new data shared exclusively with Retail Week by Retail Economics.
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Innovation of the WeekTesco enhances in-store accessibility for blind and partially sighted customers
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team.