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- 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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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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