All Customer experience articles – Page 23
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OpinionKatie Bickerstaffe: 'This year, back-to-the-floor means packing online orders for M&S HQ staff'
Over the past 18 months, we have seen five to seven years’ worth of change in this industry, so we’ve had to change, to be bolder, braver, and more committed to reshaping M&S.
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Opinion‘Store staff are now fulfilment experts, customer service agents and ecomm specialists’
Despite headlines touting the end of bricks-and-mortar retail in the era of ecommerce, earlier this year it was reported that Amazon - one of the world’s biggest retailers – plans to open a department store.
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Opinion‘Retailers are encouraging Christmas shoppers back in store with excitement and theatre’
Currys, Kingfisher and Primark are just three of the retailers demonstrating the importance of the store to boosting customer engagement this golden quarter, writes Fran Minogue.
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Opinion‘It’s the power of imagination that makes technology deliver brilliantly for customers’
Retailers are still just scratching the surface when it comes to leveraging tech for the benefit of the consumer, writes Danny Emmett, chief operating officer of AO.com.
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Retail VoiceThree emerging expectations of store associates
Retailers must work harder than ever to get customers back into stores, says Alan Holcroft, country manager for northern Europe at Cegid.
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Retail VoiceRetail’s secret weapon – four ways Voice of the Customer can transform your business
With huge advances in ways to analyse unstructured customer data, there’s a wealth of untapped insight to be gained from voice of the customer (VoC) feedback, says Vanessa Flather, managing director of retail, travel and ecommerce at Webhelp.
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Retail VoiceEnsuring customer excellence – the key touchpoints
Delivering a first-rate customer experience has never been so important, says Jemma Hall, senior business development manager at Lifetime Training.
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AnalysisFive steps to tackle the supply chain crisis
Uncover examples of supply chain innovation from the likes of Inditex, Deliveroo, Waitrose, Marks & Spencer, Amazon, Asos and Carrefour in our new report.
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Retail VoiceFour ways to unlock global growth
The ability to sell abroad has served as a lifeline for many retail businesses during the coronavirus pandemic.
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AnalysisHow are Boots, M&S and Kingfisher meeting the demands of the new consumer?
Consumer Week saw leaders from across the sector providing an inside look into how they are meeting evolving consumer needs and building out their offerings, from leading with data to prioritising sustainability. Retail Week looks at four learnings from the event: watch all sessions for free on-demand here.
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Retail VoiceFive steps retailers must take to meet the new payments landscape
Having surveyed more than 1,000 consumers to uncover how they want to pay, Ecommpay’s enterprise sales manager Mark Skehill reveals the topline findings
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Retail VoiceRefashioning retail: How brands build trust in a modern digital world
Following the launch of its report The 20 Most Trusted UK Retailers with Retail Week, Okta’s solutions director Ian Lowe outlines what this research reveals about how retailers should approach getting consumer buy-in.
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AnalysisRevealed: The UK’s number one most trusted retailer
We unveil the business that came top in our new ranking of the most trusted UK retailers, as voted for by consumers.
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Retail VoicePets at Home shows why a strong data culture in retail is imperative
The use of data in a business is by no means a new thing, nor is it something that can be dismissed as a fad but, as Pets at Home chief data officer Robert Kent explains, its potential is not yet being realised.
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GalleryStore gallery: Situ Live aims to ‘fundamentally change’ retail with immersive store
Situ Live, which has promised to reinvent bricks-and-mortar retail with experiential and technology-led offerings, has opened its first store in Westfield London.
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Retail VoiceBrewDog, Sweaty Betty and John Lewis on creating stand-out human CRM strategies
While they may be an unlikely trio with very different strategies, Inkpact chief executive Charlotte Pearce reflects on what these UK retailers have in common – and what can be learned from their approaches.
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AnalysisThe Great Innovation Race – how Deliveroo, Asos, Burberry and Sainsbury’s are driving agility
Learn where leading brands are investing now to drive innovation across customer experience and supply chain in our new report.
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Retail VoiceData – the most valuable tool for any retailer to thrive
Smart use of data is the best way for retailers to bounce back, says Simon Brennan, vice president sales for Europe at Engage Hub
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Opinion‘New technologies are turning good payment experiences into a competitive advantage’
Digital payments is a rich breeding ground of innovation: consumer investment specialist True’s co-founder Matt Truman explains why now is the time to prioritise and progress payment strategies.