All Customer experience articles – Page 3
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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.
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Innovation of the WeekInnovation round-up: Revolutionary holograms, supersonic drones and 3D AI models
Here we bring you the 10 best innovations that caught our attention in the second quarter of 2025.
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Retail VoiceWhy cruise retail is redefining customer experience culture
While high street retail fights for fleeting moments of consumer attention, one high-growth, high profit channel that bucks this reality can still be conspicuously absent from strategy conversations: cruise retail. Harding+’s Katie Floyd takes a deeper dive
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DataRanking: John Lewis overtakes M&S in customer satisfaction poll
John Lewis has overtaken Marks & Spencer in the latest UK Customer Satisfaction Index (UKCSI), despite M&S impressively maintaining its performance in the face of a cyber attack that shut down online sales
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Opinion‘In an omnichannel world, online returns stances looks out of kilter with shopper behaviour’
Some people exploit the returns system but why should online customers be treated differently from in-store shoppers, asks Charlotte Hardie
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DataExclusive research: 1,000 shoppers reveal the new ways they discover brands
Exclusive consumer research from Pinterest and Retail Week reveals new ways UK shoppers are discovering brands, what’s likely to make them buy and how retailers must act now for sustainable growth
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AnalysisHow Morrisons, Holland & Barrett and Liberty are redefining CX – and what you can learn from them
Retail Week’s latest report reveals how top retailers are building agile long-term growth strategies to stay ahead of changing customer expectations
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Opinion‘Online shopping is no longer exciting. Etailers will need to pedal harder to succeed’
Retail Week editor-in-chief Charlotte Hardie wonders whether the role that online purchasing plays in people’s lives has changed forever
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Opinion‘A new way to shop is integrating the best of physical and online worlds’
The arrival of ‘discovery commerce’ means what people love about going to the shops can be replicated online, believes Accenture Song’s Sarah Lambert
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InterviewQ&A: Nectar360 boss on creating new opportunities in retail media
Sainsbury’s and Nectar360 have today announced their new platform Pollen, which they say will “supercharge” their retail media business and drive forward their strategy
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AnalysisRetail 100 2025: Three leadership learnings from the UK’s top execs
Celebrating its 20th year, Retail Week’s annual list of the 100 most influential leaders across retail has launched. We explore key trends shaping this year’s index and lessons learned from the list
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Opinion‘Is social commerce retail’s next-gen sales enabler or just another trend trap?’
Customers crave connection. A relationship with brands they love, trust and actively advocate for in social spaces. But can social commerce really deliver for those willing to dive headlong into this digital ecosystem? And is it even right for your brand?
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AnalysisThe regeneration project striving to make Elephant and Castle a top retail destination
As London’s Elephant and Castle is in the midst of a regeneration project to create a new town centre, Retail Week finds out more about the plans set to transform the area.
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NewsPets at Home makes move towards member-only prices
Pets at Home has rebranded its promotions to “Pets Club Pricing” and has plans to move to a member-only pricing scheme, Retail Week can reveal.
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InterviewQ&A: Zendesk CEO and CTO on cyber attacks and what AI means for retail
Zendesk is one of the world’s leading customer service platforms, currently wielded by major UK retailers including Tesco, Next and Lush.
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FeatureConnected stores: Is this the future of physical retail?
Most online shopping experiences aim to be seamless and convenient with as little faff as possible, so it makes sense that the same would be asked of brick-and-mortar stores
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NewsEE opens ‘exciting’ experiential store in East Midlands
EE has opened the doors to its newest experience store, making its East Midlands debut.
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NewsM&S site back online after maintenance shutdown
Marks & Spencer’s website is back online after the BBC reported a service outage on Wednesday evening.