Customer Experience
This coverage explores how retailers enhance customer experience to drive loyalty and sales, with a focus on strategies relevant to UK retail operations. Topics include in-store and online service innovations, staff training initiatives, omnichannel integration, technology adoption, and evolving consumer expectations — offering insights for executives shaping customer journeys, improving satisfaction, and aligning service with brand values.
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Jan- 2026 -15 JanuarySupermarkets
Lidl GB appoints new chief customer officer
Lidl GB has announced the appointment of Louise Weise as chief customer officer, a newly-defined role that includes a seat on the supermarket’s board of directors. Weise will lead the retailer’s customer function, with responsibility for brand and marketing, loyalty and customer insight, in-store customer experience and customer care. She…
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9 JanuaryComment
How retailers can unlock real ROI from warehouse automation
With peak behind them and a new trading year underway, retailers are reassessing what it will take to compete in an increasingly demanding market. Warehouse space is limited, customer expectations are higher than ever, and labour shortages remain a persistent challenge. Our research shows 91% of retailers feel labour challenges…
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7 JanuaryComment
Direct-to-Consumer retail in 2026
As we enter 2026, Direct-to-Consumer (D2C) retail is poised to further reinforce its place as a driving force in the retail landscape. While artificial intelligence (AI) and automation dominate operational efficiency, the real differentiators for D2C brands are profoundly human: authentic interaction, trust-driven decision-making, and flexible entrepreneurship. These trends don’t…
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Dec- 2025 -17 DecemberEconomy
Inflation slows more than expected to 3.2% as food prices ease
UK inflation slowed more than expected to 3.2% in November, marking the lowest level in eight months, as food, alcohol and clothing prices helped drive the rate down.The news comes a day ahead of the Bank of England’s expected decision on interest rates, which are expected to be cut to…
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10 DecemberHigh Street
Ann Summers losses narrow to £3m
Ann Summers posted a loss before tax of £3m for the year ended 28 June 2025, down from a loss of £13m in the previous year. Meanwhile, the adult retailer’s adjusted EBITDA hit £100,000 over the period, up from a £5.6m EBITDA loss the year prior, while its gross profit…
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10 DecemberHigh Street
ProCook losses narrow as HY revenues jump 20% to £34m
ProCook has reported that operating losses narrowed by 17.8% to £1.5m in the 28 weeks to 12 October, having achieved a 20.6% rise in revenues to £34.1m during the period. According to the kitchenware retailer, it had outperformed the wider kitchenware market in the UK by 16%. Like-for-like sales grew…
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8 DecemberPeople Moves
New Look appoints Mark Matthews as new retail director
New Look has announced the appointment of Mark Matthews as retail director, succeeding Elaine Cartwright, who has spent over a decade at the company. In his role, Matthews will be responsible for New Look’s store estate and for implementing the company’s omnichannel strategy across stores to drive sales and enhance…
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8 DecemberClothing & Shoes
Victoria’s Secret lifts guidance as Q3 sales rise 9% to $1.47bn
Victoria’s Secret has raised its full-year forecasts after reporting third-quarter net sales of $1.47bn (£1.1bn) – up 9% on last year – alongside an operating loss of $19m (£14.2m) and a net loss of $37m (£27.7m), both narrower than a year earlier. The retailer said revenue for the 13 weeks…
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8 DecemberPeople Moves
Burberry appoints new operating and customer chiefs
Burberry has appointed Matteo Calonaci as chief operating and supply chain officer and Johnattan Leon as chief customer officer. Both will join the company’s executive committee and report to chief executive Joshua Schulman. Calonaci is currently senior vice-president of strategy and transformation at Burberry. In his new role, he will…
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1 DecemberSupermarkets
Asda sales fall 2.8% in Q3 amid ‘severe’ tech disruption
Asda has seen like-for-like sales fall by 2.8% in the third quarter, as trading was hit by “severe” disruption to its systems following a major technology cutover amid Project Future. Project Future is a multiyear programme which aims to separate around 2,500 legacy systems and move operations onto new platforms.…
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