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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Aug- 2025 -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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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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