All Customer experience articles
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AnalysisAI in action: How leading retailers are accelerating growth
Download the Retail Week Growth Report 2025 to uncover key trends, case studies, and expert insights on AI, innovation and diversification shaping the future of UK retail.
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Innovation of the WeekDFS and Pinterest collaborate on gamified shopping experience
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team.
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NewsMarks & Spencer turns to Sky to appoint customer director
Marks & Spencer has appointed a customer director who joins from broadcaster Sky as it seeks to further enhance shoppers’ experience, Retail Week can reveal.
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Opinion‘My Inditex ordeal reflects a problem – modern retail burns with friction’
In a world of technology, data, rapid delivery and single views of stock, Charlotte Hardie fears retailers are in danger of forgetting about the no-brainer of customer service
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NewsMajority of fashion retailers now charging for returns
Three out of four of the UK’s biggest clothing and footwear retailers now charge customers to send back unwanted items, according to new data shared exclusively with Retail Week by Retail Economics.
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Innovation of the WeekTesco enhances in-store accessibility for blind and partially sighted customers
Innovation of the Week is a series highlighting retail initiatives that have caught the eye of our team.
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Opinion‘How retailers can stop customers leaving empty-handed’
Billions of sales are lost to abandoned baskets, poor experiences, and unmet expectations. That doesn’t have to be the case, believes retail expert and author Martin Newman
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NewsEE to open its first experience store in Scotland
EE is making its experience store debut in Scotland, as it opens the doors to a new store in Glasgow.
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NewsIkea debuts ‘Life at Home’ services offer to help shoppers move house
Ikea UK has launched a services offer that will allow shoppers to access help with moving house, finding new energy suppliers and options for home finance.
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NewsAmazon agrees $2.5bn settlement over claims it tricked Prime users
Amazon has reached a $2.5bn (£1.9bn) settlement with a US regulator following claims it tricked millions of customers into signing up to its Prime membership.
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Opinion‘In a flat-growth market, technology isn’t just an enabler – it differentiates winners and losers’
The uncomfortable truth is that customers’ technology expectations of retailers are set by the best, not the average, maintains AlixPartners’ Brian Kalms
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NewsLIVE: Retail Week x The Grocer launches for 2026
LIVE: Retail Week x The Grocer 2026, a one-day event showcasing the latest thinking in technology, digital and customer innovation across retail and grocery, has officially launched.
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AnalysisFour technologies driving bricks-and-mortar growth, according to retail leaders
Retailers are placing physical stores at the heart of their investment strategies, according to a worldwide survey of retail executives by Bain and VusionGroup shared exclusively with Retail Week.
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NewsRyman and Robert Dyas roll out photo printing services to stores
Theo Paphitis Retail Group brands Ryman and Robert Dyas are introducing photo printing services across more than 200 high street stores.
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Opinion‘Retail doesn’t need more stores – it needs better ones’
Too many retailers still treat online and offline as competing channels but together they create a richer customer relationship, argues Trinny London managing director Mark Smith
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AnalysisHow Screwfix, Very, Orlebar Brown and more are unlocking quick-win CX strategies
Retail Week’s The Retail Roadmap report reveals how retailers are executing a customer-first, scalable transformation. Here we give you a sneak preview of Screwfix’s winning digital and CX strategy.
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Opinion‘The customer may not always be right, but they must always win’
No retailer ever deliberately puts the customer second, but some make brazen claims about customer-centricity that they fail to come good on. Starting with the customer means taking a few steps back from what you’re selling, argues customer experience expert and former John Lewis director Peter Cross
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OpinionFrom assistants to agents: What agentic AI really means for retail
There’s lots of hype, but agentic systems won’t deliver value unless they’re grounded in the realities of how retail works, argues Dunnhumby’s Sandra Stanley
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NewsM&S resumes click and collect following cyberattack
Marks & Spencer has brought back its click-and-collect service after it was paused following the cyberattack that struck the company in April.
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FeatureCustomer loyalty – what will the next three decades of evolution mean for retail?
In 1995, a little card fundamentally changed how retailers would understand their customers for decades to come.