All Customer experience articles – Page 17
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Retail VoiceShould more retailers start charging for returns?
Zara, Boohoo and New Look made headlines when they started charging customers for returns, but this isn’t a decision to be taken lightly as James Hepher, lead consultant at Newton Europe, explains
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Retail VoiceFour next-gen CX lessons learned by industry leaders
Did Covid kill in-store retail? Informatica’s Tim Davies investigates how retailers can deliver a first-class customer experience post-pandemic
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AnalysisExclusive survey: How much do customers trust you with their data?
We asked consumer research agency Walnut to quiz more than 2,000 shoppers across the UK about how much they trust the nations’ supermarkets with their data – and the results are in
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DataOne in four online baskets abandoned at checkout costing retailers £32bn
One in four online transactions is being abandoned by customers at checkout amounting to £32bn in the last 12 months, according to the latest research from GFS and Retail Economics.
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Opinion‘Larger retailers can learn plenty from innovative independents’
The creativity and innovation that independents bring to the high street and the industry offer valuable lessons to all retailers, believes PwC’s Lisa Hooker
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InterviewTopps man: How Topps Tiles CEO Rob Parker is laying groundwork for decades of success
Topps Tiles celebrates its 60th anniversary this year and sales are as sparkling as a newly installed shower wall.
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Innovation of the WeekFrom ChatGPT to DNA testing – 13 innovations changing retail
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our analysts
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Retail VoiceThree ways for retailers to build lifelong loyalty
Retail is recovering, slowly but surely. With footfall on the up, Maze’s Mark Rice looks at how retailers can convert consumers into lifelong customers
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Retail VoiceThe modern retail experience: why customer identity matters
Okta’s Ian Lowe explains why customer identity is crucial for improving user experience and conversion rates in the digital retail market
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AnalysisHow Asos is trying to arrest slumping sales and return to profitability
Following the report of further losses for Asos, Retail Week explores how the online fashion retailer has delivered on its previously pledged strategic targets to get back to an upward trajectory
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Retail VoiceWinning share of wallet with Gen Z and millennial shoppers
With retailers keen to understand what makes younger consumers tick, and more importantly spend, American Express unveils research into this generation of shoppers, says Dan Edelman at American Express
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Innovation of the WeekInnovation of the Week: Albert Heijn trials ‘True Price’ to reveal real cost of food
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our analysts.
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DataMoney talks: Data on what will get 2,000 consumers spending
One of the major areas of retail transformation over the past decade has occurred at the checkout – with consumers now using a raft of new payment types to make purchases online and in-store.
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Innovation of the WeekInnovation of the Week: Zalando pilots virtual fitting room in 25 countries
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our analysts.
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Retail VoiceHow to deliver a seamless customer experience
Achieving excellence in customer experience takes dedication, consistency and constant evolution. Informatica investigates how all this can be delivered
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Opinion‘Retailers using personalisation for a quick buck will end up on wrong side of customers’
Retailers need to think about how personalisation strategies fit with building and retaining customer trust, historically the most important determinant of lifetime value, maintains OC&C’s Matt Coode
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DataForecast: The trends shaping health and beauty in 2023 and beyond
The Retail Week analyst team predicts the UK health and beauty market will grow at a compound annual growth rate (CAGR) of 3.9% to 2026/27 as retailers fight to gain market share in this lucrative category.
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GalleryStore gallery: Fortnum & Mason’s new Food & Drink Studio
Fortnum & Mason has unveiled its revamped third floor, now dedicated to luxury food and drink.
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Retail VoiceWhy AI is the ultimate colleague
With excellent customer experience now the formula for retail success, Zendesk’s Eric Jorgensen discusses why AI could be the ultimate colleague in delivering this.
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DataRanking: Meet the 30 UK retailers forecast to dominate ecommerce
A new report draws on exclusive Retail Week analyst data to rank the country’s most successful ecommerce retailers by FY2022 predicted online sales. Discover who they are, how they’re winning and the strategies to follow their lead