All Customer experience articles
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News
M&S is going to add self-checkouts to all of its fitting rooms
Marks & Spencer is set to add self-checkouts to all of its fitting rooms to prevent customers from queuing twice while shopping.
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News
Amazon has expanded its same-day delivery service to 80 UK towns and cities
Pureplay giant Amazon has expanded its same-day delivery service to more than 80 towns and cities across the UK.
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Innovation of the Week
Sainsbury’s is testing hybrid self-checkouts and digital screens in store
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team.
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News
Poundland has launched its rewards app across the UK as part of £20m investment
Value retailer Poundland is rolling out its rewards app in-store and online across the UK alongside a £20m investment.
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Retail Voice
Level up your loyalty: Four ways gamification supercharges customer retention
Integrating game-like elements into loyalty programmes is a surefire way to foster stronger relationships with customers, believes Trust Retail’s Mike Dotson. Find out why
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Interview
Interview: Matt Hood – The man taking the Co-op back to the future
Hood has been with the Co-op for seven years and running its food business for more than two. He was promoted at a time of huge change at the Co-op, following a sustained period of success under former group chief executive Steve Murrells and Hood’s predecessor Jo Whitfield.
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News
Amazon has unveiled new AI tools for shoppers and delivery drivers
Amazon has unveiled new AI shopping guides to improve the customer experience as well as introducing AI-powered tech in delivery vans to cut delivery times.
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News
Dunelm is deploying generative AI to improve the online shopping experience
Dunelm is implementing a new generative AI technology on its ecommerce site in a bid to improve customers’ online shopping experience.
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Data
Data: Shopper verdict on the top five retailers and brands for online CX
One thousand UK consumers were asked, with no prompts, to share the retailer or brand that had offered them the best digital shopping experience this past year. We take a look at shoppers’ top five with the full list revealed in Retail Week’s new report
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Retail Voice
Creating a winning formula for high streets
From fun to functionality, American Express’ Dan Edelman explores what shoppers want from their high streets
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Retail Voice
Five ways to maximise tech investments and boost shopper spend
As retailers continue to plough investment into cutting-edge technology, Retail Response’s Calum Rhodes provides five tips to help make the most of this expenditure and grow consumer spending in bricks-and-mortar stores
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Analysis
Excluded: Does the world of experiential retail include people with disabilities?
Retailers are begging shoppers to get up off the sofa and come into a store. You can swipe along a huge colourful screen to see if the trainers you’ve been eyeing are suitable for your foot arch, you can pick up a latte in-store after you’ve tried on a few t-shirts and you can even slip into a chair and have your hair done while you explore blow-dryers.
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Innovation of the Week
Klarna enhances AI offering with virtual customer assistant
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our team.
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Retail Voice
Why optimising payments is the key to retail success
In today’s fast-paced retail environment, optimising payment strategies has become crucial for merchants looking to drive revenue growth and enhance customer experiences.
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Retail Voice
Six ways that AI could transform retail
Want to know how AI advancements could bring more joy and confidence as well as reduce regret in customer journeys? Google’s Sarah Ashley and Wired Consulting’s Charlie Burton offer a glimpse into the newly launched report Upgrading How We Buy
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News
LIVE Retail Week x The Grocer launches for 2025
LIVE 2025, a one-day event showcasing the latest thinking in technology, digital and customer innovation across retail and grocery, has officially launched.
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Retail Voice
How AI will transform the digital shopping experience
Qodea’s Jason Theakston explores how retailers can embrace AI to improve the customer experience, build trust and increase brand loyalty.
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News
Very Group and Victoria’s Secret are considering offering same-day delivery
The Very Group and Victoria’s Secret are weighing up options of offering same-day delivery to their customers as demand for rapid service grows.
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News
Sainsbury’s plans to ‘revolutionise’ its commercial systems with a new tech partnership
Grocer Sainsbury’s has unveiled a technology partnership designed to “revolutionise” its commercial systems.