Tag: Retail

In the engagement era, product wins over brand

New research from SAP Emarsys reveals that 25% of consumer product brands have cracked the code and entered an ‘Engagement Era,’ focusing on product, while others struggle to connect. The 2025 survey of over 2,000 consumers shows that over half...

The art of listening to what’s not said: How I learned to detect customer frustration without a complaint

Have you left a restaurant mildly annoyed but still told the waiter it was “fine” before vowing never to return? That’s the quiet churn many businesses face daily, a trend that’s costing them more than they realise.I’ve worked in fast-paced...

The changing scene for brick-and-mortar stores: Why modernisation is key for brands

The role of brick-and-mortar stores has rapidly evolved over the past few years. Despite the speed and convenience of online retail, people still crave the in-store experience. Visiting physical stores allows customers to ask questions, seek support and browse products.However,...

AI advances as UK grapples with economic and social decline

The UK slips to 23rd in global happiness ranking   The UK has dropped to 23rd place in the World Happiness Report, its lowest in nine years. Finland remains the world’s happiest country, followed by Denmark and Iceland. Experts suggest declining youth...

AI powers Steve Madden eCommerce 

Steve Madden has taken a major leap in its digital evolution by launching a newly enhanced global eCommerce platform. Developed in partnership with RunDTC and powered by Contentstack’s advanced digital experience platform (DXP), this transformation redefines how customers engage with...

This week in CX: the digital revolution in travel, finance & customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explore the evolving landscape of airport customer experience, the benefits and challenges of CX consulting, and how Zoom’s AI-driven workflows are transforming digital interactions.We’re also...

Braze enhances personalised shopping experiences with Shopify integration

Braze has announced a strategic partnership with Shopify, introducing new integrations and features that enhance personalised shopper interactions. These advancements give brands real-time insights into customer preferences, allowing them to craft targeted campaigns that deepen engagement and strengthen customer relationships.The...

Financial services lead in customer support, while retail falls behind

New research from WhatsApp business communications provider Esendex reveals stark differences in customer service across industries, with financial services ranking highest and retail performing the worst. The study assessed key factors like wait times to speak with a human representative...

What are the key success factors of unified commerce for retailers?

New Manhattan Associates report closely examines 220 North American retailers and dives into over 300 capabilities across four key areas: shopping, checkout, fulfilment, and service, to understand what is driving success in unified commerce.Only 5% of these retailers scored Leader...

Fast fashion retailer Forever 21 files for bankruptcy, blames Temu and Shein

Fast fashion retailer Forever 21 has filed for bankruptcy protection for the second time in six years, citing fierce competition from Shein and Temu as key culprits in its demise. The retailer’s operating company, F21 OpCo, has announced plans to...