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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Jul- 2025 -22 JulyHealth & Beauty
Charlotte Tilbury to open flagship store on Carnaby Street
Charlotte Tilbury will open a new flagship store on London’s Carnaby Street later this year, Shaftesbury Capital has announced. The 4,200 sq ft store will occupy a prominent location at one of the busiest entrances to the shopping destination. It will offer the brand’s range of makeup, skincare and fragrance…
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15 JulyAdvice
Using AI to modernise CX in retail
The retail sector is at a crossroads. At a time when products and prices can often be easily matched, it is increasingly the customer experience that sets brands apart. Research has shown that companies that prioritise customer experience see revenues typically grow 4 – 8% above competitors1. Whether browsing in-store…
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9 JulySupermarkets
Morrisons launches AI tool to help shoppers find products
Morrisons has reportedly launched a generative AI search tool to help customers locate products in store, according to City AM. Developed in-house using Google Cloud’s Vertex AI platform and Gemini large language models (LLMs), the feature already handles more than 50,000 daily searches during peak periods. This is said to…
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8 JulyHigh Street
Dunelm appoints Sainsbury’s chief as new CEO
Dunelm has announced the appointment of Clodagh Moriarty as its new CEO, effective 1 October 2025. Moriarty is currently chief retail and technology officer at Sainsbury’s. As a member of the operating board, she holds responsibility for all stores and their operations, alongside Sainsbury’s digital offer and strategy, customer experience…
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Jun- 2025 -27 JuneDIY
Søstrene Grene to open 500 stores amid ‘record’ trading
Danish homewares brand Søstrene Grene is set to expand into Italy and Poland in 2026, as it plans to operate 500 stores by 2027. The news comes on the heels of the group’s strong trading across the UK and wider European markets. According to Søstrene Grene, it expects to deliver…
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27 JuneOnline & Digital
Dotdigital Group acquires influencer, affiliate and referral marketing platform Social Snowball for $35m
Dotdigital Group plc (AIM: DOTD), the leading SaaS provider of customer experience and data platforms (CXDP), has acquired Social Snowball Holdings, Inc., a US-based influencer, affiliate, and referral marketing platform for e-commerce brands, for $35m (£25.5m). The investment brings together two fast growing technologies that until now have been distinct…
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25 JuneHigh Street
ProCook FY sales rise 11% to £70m as it ‘outperforms’ market
ProCook has reported that both full-year sales have soared after “outperforming the market”, with sales rising 11% to £69.5m. The group said its sales result reflects “positive momentum” in both its ecommerce and retail channels over the period. Its retail revenues rose by 10.3%, benefitting from a like-for-like growth of…
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16 JuneDepartment Stores
Liberty appoints new London flagship store director
Liberty has appointed Beverley Devonish as store director of its Regent Street flagship, as the British department store marks its 150th anniversary. Devonish joins with more than 20 years’ experience in luxury fashion and retail, having previously held senior roles at Harvey Nichols, Selfridges and Dover Street Market. In her…
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11 JuneClothing & Shoes
Zara owner Inditex sees sales slow in Q1
Zara owner Inditex has reported slower than expected sales growth in Q1, with sales up by 4.2% to €8.3bn (£7.06bn), down from the 7.1% rise seen last year, and falling short of analyst expectations of 5.3% growth. Over the period, profit before tax was flat at €1.7bn (£1.45bn), though gross…
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11 JuneClothing & Shoes
Debenhams Group adopts AI for real-time pricing across brands
Debenhams Group has introduced artificial intelligence (AI) technology across its brands to automate product pricing and promotions in real time. The news follows the retailer’s partnership with AI platform Peak to replace manual pricing with automated, data-driven processes. The rollout will cover thousands of stock keeping units (SKUs) across its…
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