Tag: Retail

 USCXA™️ 25 Winners Announcement   

The USCXA™️ ’25 Build-up to the Awards and Awards Ceremony took place yesterday, on June 4th. It brought together top customer experience initiatives across the US and marked a day of joy and celebration. This year’s edition of the USCXA™️ witnessed...

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation. We’re...

Fashion Meets AI: Oh Polly Supercharges Search and Sales with Algolia 

Oh Polly has partnered with Algolia to create a faster, smarter, and more impactful shopping experience that’s now fueling 20% of the brand’s total revenue. As Oh Polly continues its rapid ascent in the online fashion space, the brand faced a...

Overwhelmed Shoppers Are a CX Red Flag for Beauty Retail

The glam is wearing off for the in-store beauty retail customer experience. A new survey from experience agency ChangeUp reveals that nearly 70% of beauty shoppers feel overwhelmed when browsing brick-and-mortar beauty stores, and that friction is pushing many to...

This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

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 momentum Marks & 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...