Tag: Retail

From Free Shipping to Flexible Returns: The New Rules of Retail

Nearly 3 out of 4 U.S. shoppers plan to split their 2025 holiday spending between online and in-store channels, according to Ryder System’s study. The report tracks how Americans’ shopping behaviours and expectations are shifting year over year, and for...

Move Over Google: Gen Z’s New Shopping BFF is AI

A new report shows that younger consumers are rapidly embracing artificial intelligence as a trusted partner in their shopping journey. According to Commerce and Future Commerce’s New Modes: How AI is Shaping New Commerce Contexts and Expectations report, one in...

Buy Now, Pay Later: America’s Hidden Debt Trap

A new study from LegalShield paints a sobering picture of how deeply Americans have come to depend on Buy Now, Pay Later (BNPL) services, and how that reliance is creating financial and legal trouble for millions. The survey of 2,018...

Strict Returns Policies Risk Driving Away Shoppers, Survey Finds

A new 2025 Global Consumer Retail Returns Survey from Blue Yonder reveals that tightening retail return policies could cost retailers their most loyal customers. The study, which this year expanded beyond the U.S. to include consumers in Australia and New...

This Week in CX: AI Gets Personal, Fashion Goes Digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how brands and tech leaders are redefining customer experience—from 8×8’s human-first take on AI, to Zoom’s move into cars, and Ralph Lauren’s launch of...

Instacart and Morrisons Launch First UK Rollout of Smart Trolleys

AI-powered shopping trolleys are heading to British supermarkets for the first time, as Instacart teams up with Morrisons to bring its Caper Carts to the UK. The trial will begin in early 2026 at one Morrisons store, with further expansion...

China Bringing AI to Robotics Ahead of the Retail Robo-CX Era

Whether we like it or not, robots are flooding the workplace. Swiftly moving from the factory and hospitals, to retail environments and beyond. From a CX perspective and as consumers, we all need to prepare and consider how they will...

This Week in CX: Award-Winning CX and AI Trends to Watch

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in customer experience and AI innovation, from Istanbul Airport earning Level 5 ACI CX accreditation, to OpenAI introducing new safety guardrails for...

The Future of E-commerce and How AI is Revolutionising the Buyer Experience

Nearly two-thirds (61%) of consumers find it difficult to compare multiple providers and products online – and they’re not getting the support they need to narrow down their options, according to 15gifts’ discovery interviews. While ecommerce has become faster and more...

This Week in CX: Rethinking Loyalty and AI in the Age of Gen Z

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how loyalty programs are evolving for Gen Z, the rise of digital-first service technologies, and the surprising gaps in AI adoption within banking contact...