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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Mar- 2025 -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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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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