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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May- 2024 -17 MayElectrical
Currys to revamp 65 stores to enhance customer experience
Currys has announced an investment programme that will see it refurbish 65 of its stores across the UK to improve the customer experience. The stores will have around 90% of their existing space changed making them “more navigable” for the customer and “enhanced” layouts will enable them to showcase a…
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Nov- 2023 -22 NovemberAdvice
How to integrate AI into your customer experience
Understanding AI in retail Start by gaining a clear understanding of AI and its diverse applications in the retail sector, from chat bots to recommendation engines. Define your customer experience goals Identify the specific aspects of the customer experience you want to enhance through AI, such as personalisation, support, or…
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Aug- 2023 -2 AugustClothing & Shoes
Sales growth of 62% is in the bag for colourful backpack firm ROKA London
* Revenue shot up from £3.72 million in 2021 to £6 million in 2022 and it is expected to exceed £9 million in 2023; * ROKA’s stylish and sustainable bags and backpacks have become a fashion item in their own right and it has recently captured the student market; *…
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Jun- 2023 -6 JuneFeatures
Forever 21 selects Amperity to enrich offline and online customer experience
Amperity, the leading enterprise customer data platform (CDP) for consumer brands, has announced Forever 21 has selected Amperity to ‘maximise the value’ of its omnichannel customer data. With Amperity, Forever 21 will be able to provide more relevant, personalised customer experiences. reach more consumers, while enriching advertising campaigns through insights…
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Jun- 2022 -20 JuneComment
Why customer experience excellence must extend into last mile delivery
The growth of e-commerce and the increasing consumer expectations that have come with it has changed the logistics industry. The moment a purchase is delivered to the doorstep is usually the first – and potentially the only – human interaction a customer has when shopping online. Arguably this makes the…
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May- 2022 -16 MayAdvice
The Metaverse: The next retail frontier
The metaverse has burst onto the scene as the next big thing, with Meta CEO Mark Zuckerberg dubbing it the “successor to the mobile internet”. So, what is the metaverse exactly? It’s a group of 3D virtual worlds, built by multiple entities, focused on social connections, that merges both physical…
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Mar- 2022 -28 MarchComment
How reseller abuse negatively impacts retailers’ customer experience
Picture the scene: your favourite brand advertises a drop of limited-edition trainers that will hit their site at midnight. There’s huge hype around the launch and as a loyal customer you are ready and primed to place your order the second the product is released. But, when the moment arrives,…
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Jun- 2021 -14 JuneDIY
Cox & Cox invests in consumer protection as sales soar
Homeware retailer Cox and Cox has joined the Furniture and Home Improvement Ombudsman (FHIO) amid reported sales growth of 74.5% year on year for the period ending January 2021. Cox and Cox said the decision comes as it aims to demonstrate its “ongoing commitment to raising standards and promoting consumer…
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May- 2021 -21 MayAnalysis
Customer experience differentiation is at the core of retail innovation
The rise of DTC, net-zero commerce, hyper-local shopping, dark stores, same-day (if not, same-15-minutes) delivery, and brand drops mark the point of no return for mainstream retailers. Over the past decade, retail has somewhat sleepwalked into paradigm shifts that are shaping the modern world. The fall of Arcadia Group is…
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7 MayAnalysis
How Amazon delivered a smart retail customer experience with a human touch
Competition in modern retail is all about customer experience, and during the pandemic e-commerce and digital retail has accelerated rapidly, creating new customer expectations around digital experiences. According to the ONS, online retail sales grew by 46% in 2020 compared to the previous year – the largest increase since 2008.…
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