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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Sep- 2025 -5 SeptemberFeatures
What does the future hold for Poundland?
Last week Poundland was saved from collapse just days before the company ran out of money after its restructuring plan was approved by a High Court. Barristers told a hearing that it would fall into administration by Friday and could run out of money by 7 September if the plan…
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5 SeptemberLuxury Goods
LuxExperience to cut 700 jobs in YNAP overhaul
LuxExperience has announced plans to cut around 700 jobs across multiple countries as part of a wider restructuring of the Yoox Net-a-Porter (YNAP) business, which it acquired earlier this year in April. The luxury e-commerce group said it expects the measures – which include streamlining operations and consolidating administrative functions…
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4 SeptemberPeople Moves
Mulberry appoints first chief customer and digital officer
Mulberry has appointed Tom Burrow to the newly created role of chief customer and digital officer as the luxury brand continues efforts to revitalise its business. Burrow joins from End Clothing, where he was chief digital officer from 2022 to 2025. He previously also spent two years at Reebok, first…
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Aug- 2025 -28 AugustComment
How retailers can keep frontline staff from feeling undervalued and overstressed
In retail, the shop floor is where the customer experience comes to life. It’s where expectations are met — or missed. Yet for decades, frontline employees, the people most directly responsible for shaping that experience, have often been left without the tools, recognition, and support they need to thrive. For…
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22 AugustSupermarkets
Co-op launches ‘tap to join’ memberships
Co-op has announced the introduction of ”tap to join” memberships on its new electronic shelf labels. The NFC technology utilised on the electronic shelf edge label directs the shopper to Co-op’s membership webpage via their own mobile phone where they can sign-up. Co-op confirmed earlier this year that it had…
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15 AugustSponsored Articles
Five forces reshaping UK fulfilment, and how brands can respond
In the UK, shifts in technology, consumer expectations, and economic pressure are driving structural change across the fulfilment sector – positioning it now as a core driver of customer experience and brand reputation. At Fidelity Fulfilment, we work with both fast-scaling DTC brands and some of the UK’s largest multichannel…
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6 AugustPeople Moves
Sainsbury’s announces leadership changes to drive Next Level strategy
Sainsbury’s has announced significant changes to its operating board in a bid to further strengthen leadership across customer experience, technology, commercial and sustainability, and support delivery and acceleration of its ‘Next Level’ strategy. The move sees Tracey Clements appointed to the operating board as chief retail, logistics and supply chain…
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6 AugustClothing & Shoes
Zalando ups guidance as Q2 EBIT rises 8% to €186m
Zalando has upped its guidance after it revealed its EBIT rose to €186m (£162m), up from €172m (£150m), in the second quarter, representing a profit margin of 6.5%. Alongside this, the company’s revenues rose 7.3% to €2.8bn (£2.4bn) while its gross merchandising value rose 5% to €4.1bn (£3.6bn). The company…
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1 AugustOnline & Digital
Amazon sales rise 13% in Q2 but profit outlook softens
Amazon has welcomed better than expected trading in its second quarter, as revenues rose by 13% to $167.7bn (£130.8bn), but has warned that Q3 profits may not meet expectations amid ongoing tariff uncertainty. Operating income hit $19.2bn (£15.0bn) in the quarter ended 30 June 2025, compared with $14.7bn (£11.5bn) in…
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Jul- 2025 -24 JulyDIY
Wickes hits record market share as H1 sales rise 5.6%
Wickes has “gone from strength to strength” in the first half of the year, with sales up by 5.6% year-on-year to £847.9m, as the group also hit a “record” market share. Over the period, volume-led growth momentum was reported across all areas of the business, and retail sales rose by…
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