All Customer experience articles – Page 3
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NewsThe Entertainer launches digital partnership with THG Commerce
Toy specialist The Entertainer has today (September 16) announced it has appointed THG Commerce as its new digital commerce partner.
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NewsGreggs opens first supermarket ‘Bitesize Greggs’ with Tesco
Food-to-go giant Greggs has opened its first smaller shops ‘Bitesize Greggs’ format in a supermarket.
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NewsMatalan marks transformation progress with new brand campaign
Matalan has launched a new brand campaign alongside its autumn winter collections to highlight the progress made in its customer-led transformation.
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InterviewMatalan chief commercial officer on modernising the retailer for ‘new chapter’
Matalan has been undergoing a style, digital and store transformation over the last few years, and its new autumn/winter collection marks the start of a new era
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Analysis‘We’re willing to be misunderstood’: Amazon’s Prime drones are ready, but is the UK?
Amazon Prime Air’s six-month trial in Darlington is ready to expand, but is the UK ready for drone delivery?
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NewsJohn Lewis launches hologram activation with Dyson’s £420 toothbrush
The immersive activation is taking place at John Lewis Oxford Street, with a dedicated pop-up in the store’s bathroom area.
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NewsDr Martens hires ex-Burberry exec as customer chief
Dr Martens has appointed Katie Morton as global customer director, the third senior leadership hire in recent months, a move the British footwear brand calls a consumer-first turnaround.
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AnalysisCan my chatbot speak to the manager? How AI has changed customer complaints
Brits love to moan, it serves as a social lubricant, a shared bonding ritual, some may say even a cultural rite of passage. But airing a grievance to your spouse about a delayed delivery didn’t always amount to a formal complaint – then we got hold of AI
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NewsHotel Chocolat launches on demand delivery partnership with Deliveroo
Hotel Chocolat has announced a new on-demand delivery partnership with Deliveroo.
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AnalysisDunelm boss kicks off new strategy with job cuts and range rationalisation
Dunelm boss Clo Moriarty has unveiled a new three-year strategy to shift the dial on stubborn pre-tax profit growth. Retail Week spoke to her to discover what the strategy means for the retailer and why it’s starting with job cuts and range rationalisation.
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Retail VoiceRetailer insurance – expert cover for shops, stock and premises across the UK
Whether online or on the high street, we can help keep your business selling
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NewsThe Range rolls out in-store headsets to improve customer service
The Range is deploying headsets across all of its 283 stores to improve customer service, communication and efficiency, Retail Week can reveal.
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AnalysisHow John Lewis is planning to position itself at the forefront of AI-powered retail experiences
John Lewis is overhauling its digital strategy and said it is now treating AI agents like customers as it unveiled its latest set of retail investments this week.
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GalleryFirst look: CDS Superstores' first multi-brand collection point with Morrisons
The Range owner CDS Superstores has launched its first multi-brand collection point as it continues to test and trial new bricks-and-mortar formats.
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InterviewQ&A: WorkJam MD on ‘how to do more for less’ with supporting tech
WorkJam’s managing director of Europe, Middle East and Africa, Mark Williams, spoke to Retail Week about how technology can help with frontline operations and how to be more productive on the shop floor.
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InterviewQ&A: Infobip retail specialist discusses why effective communication with consumers builds trust and loyalty
Infobip retail specialist Kim Johal spoke to Retail Week about effective communications, agentic AI, fraudulent messages, and loyalty.
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AnalysisWhy Wickes is now one of the UK’s top ecommerce retailers
Retail Week recently published The UK’s Top 10 Ecommerce Retailers report, turning a spotlight on the country’s digital trailblazers to discover how they’re leveraging data to power performance. Featured among them was Wickes.
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Retail VoiceThe unplanned £22.90: What parcel locker visits are really worth to your stores
Parcel lockers were once seen as a simple convenience feature. But new research from InPost reveals they are generating significant unplanned spend, boosting visit frequency and becoming a genuine driver of customer loyalty – Paul Selvey, network director at InPost UK
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NewsDunelm unveils AI shopping assistant for customer use
Homewares retailer Dunelm has launched a new AI-powered shopping assistant for customers, Retail Week can reveal.
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AnalysisTest Drive: Digital skincare from luxury beauty brand Katherine Daniels
Luxury British skincare brand Katherine Daniels has launched a proprietary digital skincare experience for users to understand their skin needs.