Tag: Retail

KPMG’s Customer Experience Excellence Report Highlights Global CX Trends

KPMG has just published its 2025-26 report on customer experience excellence. It naturally focuses on the rise of agentic AI across the traditional areas of CX principles, based on over 80,000 interviews across 2,600+ brands. The 46-page report, badged as “Redefining...

Jo Malone London Tests AI in Digital Fragrance Consultations

Buying fragrance online has long been one of retail’s hardest experience problems to solve. Without scent strips, samples or face-to-face consultation, consumers are often left guessing, especially first-time buyers unsure how to translate emotion or personal taste into a bottle...

US Senator Calls for Federal Investigation into Shein and Temu over Counterfeit Goods

A U.S. Republican senator has called on federal authorities to open a formal investigation into fast-growing online retailers Shein and Temu, escalating regulatory scrutiny over alleged intellectual property violations and the sale of counterfeit goods. Senator Tom Cotton of Arkansas has...

AI Arrived in Retail. Did Better CX Come With It?

AI in retail arrived at full speed. Shoppers now use AI to research products, compare prices, browse reviews and hunt deals, yet a simple question still hangs in the air: has any of this actually made shopping better? New UK research...

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...

Consumer Discovery Goes Real-Time At Tech for Retail, Paris

The Tech for Retail show hit Paris this week, at Paris Expo, Porte de Versailles. The show offered a close-up look at what’s changing in the drive for stronger in-store and online customer experiences. At the event were the usual mix...

This Week in CX: Insight That Could Change Your 2026 Plans

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how London Luton Airport is expanding career pathways for the next generation, examined the growing concerns around an AI bubble and its impact on...

AI Can Help Customers Shop but Flexible Payments Help Them Stay

Holiday shopping always reflects the mood of the moment, and this year that mood is split between curiosity and caution. Shoppers are leaning into technology in ways that would have seemed unlikely only a few seasons ago — asking AI for...

This Week in CX: From AI Controversies to Retail Innovation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in CX and innovation, from the critical role of human judgment in AI-powered customer experiences to the winners of the ICXA25 and...

Amazon Accuses Perplexity’s AI of Shopping on Its Site Without Permission

Amazon’s legal threat against Perplexity AI has become the first major test of what happens when artificial intelligence starts handling the shopping experience for consumers. The tension erupted after Amazon sent a cease-and-desist letter accusing Perplexity’s Comet assistant of unauthorised automated...