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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Oct- 2020 -5 OctoberOnline & Digital
Very Group appoints digital customer experience director
The Very Group has appointed Paul Hornby as the company’s digital customer service director. Hornby is set to rejoin the online retailer from Matalan in January 2021, having been Very’s head of Commerce and head of Transformation. In his new role, Hornby will work towards giving customers an accessible mobile…
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Jul- 2020 -3 JulyFeatures
Reducing returns abuse without sacrificing customer experience
For merchants, delivering a great customer experience has always been high on their list of priorities. It’s essential for fostering customer loyalty, and increasing top-line revenue. A significant aspect of customer experience is how a merchant handles returns, as this can mean increased flexibility and convenience for consumers. Recent Forter…
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Feb- 2020 -5 FebruarySponsored Articles
Customer focus and innovation at the heart of the new retail paradigm
The CX Exchange for Retail is the annual meeting place for the most senior names in the industry to connect with the biggest brands in retail, and hear how they are navigating digital transformations into customer-centric organisations with personalisation and customer focused strategies. The Exchange will equip you with the…
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Nov- 2019 -8 NovemberComment
Why retailers are responsible for customer experience this festive season
As retailers move into an annual festive shopping season that seems to arrive earlier each year, they would be wise to remember one particular lesson from Christmas past: when something goes wrong with their customers’ shopping experience, the retailer will get the blame, no matter who is actually at fault.…
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Oct- 2019 -9 OctoberComment
Enhancing the retail customer experience through data
The dawn of modern consumerism means today’s customers increasingly expect products and communications tailored to their individual preferences. Driven by technological advances, and led by digitally-savvy retailers like Amazon and eBay, brands are looking to data analysis to deliver tailored recommendations every time customers open their emails, smart apps, social…
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Sep- 2019 -20 SeptemberHigh Street
Eve Sleep issues profit warning as Simba merger talks end
Mattress retailer Eve Sleep has issued a profit warning, after merger talks with Simba Sleep, first announced on 12 August, have collapsed. The group’s board said it decided that now is “not the right time to pursue the potential merger” and that it was more appropriate to focus on its…
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Jun- 2019 -28 JuneAdvice
Why leveraging fraud prevention data can enhance your customer experience
Ecommerce professionals are constantly measuring success by focusing intently on click-throughs, conversions and sales. They pay close attention to the cost of acquiring customers and the value those customers bring to the business. Sometimes it seems the entire retail game is about turning browsers into buyers. And that makes sense.…
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Feb- 2019 -1 FebruaryAdvice
Reduce waiting times and improve customer experience
It is no secret that competition among brick-and-mortar retailers is at an all-time high. Even after a relatively busy Christmas period, the high street has seen a number of store closures, with M&S and House of Fraser among the major names to announce swathes of their portfolios shutting their doors.…
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Oct- 2018 -16 OctoberAdvice
How the ‘customer experience’ can improve inclusivity in-store
Next month, a number of British retailers including Asda, Marks and Spencer, Sainsbury’s, Barclays and Argos will be coming together in aid of ‘Purple Tuesday’ – the first accessible shopping day in the UK. Co-ordinated by the disability organisation Purple and endorsed by the government, Purple Tuesday is all about…
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1 OctoberAdvice
Online retailers and the battle for e-commerce customer experience
The digital experience is becoming increasingly integral to the retail industry, and with the holiday period on the horizon, it’s particularly essential for retailers to ensure a smooth customer journey. Online retail success during the peak traffic season can depend on the ability to monitor cloud-based components, from (Domain Name…
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