Tag: Retail

This week in CX: lost items, AI breaches & summer travel realities

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at...

M&S faces £300m threat, workers reject office mandates, and Makip launches virtual fitting upgrade

Cyber-attack threatens M&S’s fashion momentumMarks & Spencer’s fashion resurgence is facing a major setback due to a recent cyber-attack that has taken its online clothing store offline since Easter. The disruption, expected to last until July, could cost the retailer...

This week in CX: deepfakes, digital payments, and destination travel

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how deepfakes are emerging as a new security threat in call centres, why Gen Z and Millennials demand seamless in-app payments, and what the...

Consumer confidence shifts as demand for American-made and second-hand goods rises

According to a new Gartner survey, nearly half of U.S. consumers (47%) plan to increase their purchases of American-made products this year, highlighting a trend toward local sourcing and domestic support. The findings suggest a shift in consumer values, driven...

UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

This week in CX: major moves in food delivery and customer loyalty

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored key developments, including DoorDash’s £2.9 billion acquisition of Deliveroo, AWS’s move to modernise contact centres, and how few UK firms are prepared for upcoming...

Few UK firms ready for AI regulations

The fun, carefree days of AI experimentation are nearly at an end, with swathes of compliance legislation inbound to control AI usage among employees. There’s also pressure on how AI-generated results and data accuracy is checked. Not that you...

Strike the wallet while it’s hot: retailers are missing their best shot in the post-purchase phase

Retailers are missing out on a golden opportunity to drive repeat sales right when a customer takes the card out of their wallet.New research reveals that 63% of UK businesses lack the tools to re-engage customers between checkout and delivery,...

A workforce in crisis, what’s your strategy?

With retail news blighted by tariffs and increasing automation, at the workforce level, firms find their approach under growing pressure. Challenged by increasing wages, flexible working demands and a host of commercial issues, flexibility is required.New research by WorkJam reveals...

This week in CX: AI won’t save bad marketing

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now...