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 -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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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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