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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Jun- 2025 -10 JuneOnline & Digital
Inspiration Commerce Group acquires Trouva
Online marketplace Trouva has been acquired by Inspiration Commerce Group (ICG), marking the company’s entry into the curated retail platform sector for an undisclosed sum. ICG, which owns European lifestyle content platform Stylight and fashion marketplace MyBestBrands, stated that the move was part of a wider strategy to grow its…
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May- 2025 -22 MayHigh Street
Poundland slashes guidance as H1 sales worsen
Pepco Group, the owner of Poundland, has slashed its full-year guidance for the discount chain as trading remained “challenging” in the first half of the year. Poundland is now expected to deliver underlying EBITDA of around €0m to €20m (£0 – £17m) in FY25, compared with previous guidance of €50m…
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16 MayComment
The most sought-after jobs in British retail in 2025
By 2025, the British retail landscape is a mysterious blend of shuttered doors, mass sackings, and a thriving ecosystem of creativity and new career opportunities which can be home-grown. While the closure of thousands of stores and the whole transformation of the high streets made it look like the retail…
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Mar- 2025 -13 MarchNews
John Lewis staff miss out on bonus despite tripled profits
The John Lewis Partnership has confirmed its staff will not receive a bonus for the third year in a row, despite full-year profits tripling from £42m to £126m, with the group instead focusing on investment into employee pay. For the year ended 25 January 2025, overall sales rose by 3%…
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10 MarchComment
Tim Waterton: Reinventing customer feedback with HappyOrNot
Tim Waterton, Chief Revenue Officer at HappyOrNot, is on a mission to transform the way businesses gather and act on customer feedback. With a career spanning nearly two decades in customer experience, technology, and data analytics, Waterton has helped shape how major retailers, hospitality businesses, and service providers use real-time…
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4 MarchDIY
Oak Furnitureland losses narrow by 19% to £12.4m in FY24
Oak Furnitureland has narrowed its losses by 19% to £12.4m, down from a previous loss of £15.4m, in the year ended 30 June 2024, despite group revenues falling by 17% to £236m due to a soft market and Red Sea disruptions. The group attributed its narrowed losses to its “diverse”…
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Sep- 2024 -10 SeptemberClothing & Shoes
Schuh launches ‘Single Shoe’ initiative to increase inclusivity
Schuh has introduced a new initiative to enable customers to make single shoe purchases nationwide in a step towards greater inclusivity. The initiative, available in-store, sees schuh customers get 50% off single shoes taken from a brand new pair. The new offering follows the positive feedback already received from customers…
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Aug- 2024 -6 AugustSupermarkets
Sainsbury’s to ‘transform customer experience’ with new AI deal
Sainsbury’s has announced it has signed a seven-year deal with NCR Voyix to help “transform its shopping experience”. The deal will see the supermarket upgrade its checkout technology by rolling out the NCR Voyix Commerce Platform, Point of Sale Solutions (POS) and Next Generation Self-Checkout systems to 22,500 checkouts. Sainsbury’s…
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Jun- 2024 -14 JuneTechnology
Crew Clothing partner with tech platform to streamline operations
Crew Clothing has expanded its partnership with cloud management solutions platform Cegid in order to improve operations across its store estate.The clothing brand, which has been a user of Cegid Retail Store Excellence since 2009, has now rolled-out the Cegid’s Newsfeed feature across its 105 stores. The Newsfeed feature “bridges…
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7 JuneAdvice
Here’s why AI can boost your customer experience
Artificial intelligence is revolutionising industries across the board, and retail is no exception. Historically associated with sectors like healthcare, finance, and digital marketing, AI is now making significant inroads into both physical and ecommerce retail spaces. Hitachi Solutions has estimated that $40bn (£31.4bn) in additional revenues was driven by AI…
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