All Customer experience articles – Page 3
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Chart of the WeekBreaking down the UK’s £9.1bn social commerce spend
Selling via social media apps like TikTok Shop and Instagram will drive £9.1bn in revenue for non-food retailers in the UK over 2025, new research from Retail Economics and social commerce platform Unbox.
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NewsGoogle launches virtual fashion try-on tool in the UK
Google has launched its virtual apparel try-on tool in the UK and India for users in time for Christmas.
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InterviewChatbots: Lush global customer care manager on using AI to manage Black Friday discourse
Speaking in May at the Zendesk showcase in London, Naomi Rankin, global customer care manager at Lush spoke with Retail Week about how it’s bringing its ethos to the rollout of AI tools on its platform through its partnership with the customer support platform.
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AnalysisWhat money can’t buy – How creative retailers are winning loyalty
How some of the UK’s biggest consumer brands are finding new ways to drive repeat spend
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AnalysisAsos’ CEO on how the fashion retailer plans to win back customers
Asos is gaining momentum with its turnaround plan after it shrunk pre-tax losses last year. With profitability on the up, chief executive José Antonio Ramos Calamonte is turning his attention to restoring revenue growth
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InterviewFit Collective: return rates are killing fashion retailers – and AI can fix it
Fit Collective was recommended to Retail Week by Rixo, and also works with Boden, Ro&Zo and L’Estrange
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NewsJohn Lewis launches ‘premium’ retail media proposition in store revamp
John Lewis has unveiled a “premium” retail media proposition at its newly transformed Bluewater store in Kent, Retail Week can reveal.
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AnalysisStore tour: John Lewis unwraps latest store transformation in time for Christmas
John Lewis is firmly in the swing of its £800m store upgrade programme as it unwraps its newly transformed Bluewater store in time for the busy golden quarter.
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InterviewDisney x Selfridges: behind the partnership bringing a theme park experience to retail
Disney Consumer Products vice president of marketing and communications Shauna McCarthy speaks to Retail Week about its “once-in-a-lifetime” partnership with Selfridges over the festive season.
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Opinion‘How AI agents could transform grocery shopping and what retailers should do now’
Most retailers are still experimenting with how to use AI to drive internal efficiency rather than consumer-facing discovery. The next phase of AI adoption will demand the opposite, advises Dunnhumby’s Sandra Stanley
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NewsJohn Lewis to open VIP area for loyalty members in flagship store
John Lewis is set to open a VIP area in its London flagship shop on Oxford Street for members of its loyalty card scheme.
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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.