Why Amazon’s New “Just Walk Out” Supermarkets Will Change Everything. Forever
Everyone has something to say about Amazon. Yet one thing always rises above the critiques: They've been ruthlessly customer focused. If it doesn't benefit...
The Department Store dilemma
Unfortunately for many department stores, the pandemic has been a final blow in the battle with online retail, spiralling real estate costs and difficulty...
Shoppers will return to high street, ‘but it will be a different place’
The high street will remain an important outlet for business after the pandemic, but will be a “different place”, Samsung’s corporate vice president for...
For today’s customers, what’s the point of points?
As Morrisons makes significant changes to its loyalty scheme, it’s time to reassess what’s really important to customers, says Swapi Founder and CEO Pete...
Customer experience: Nostalgia, the weapon of the future post-crisis?
It’s an understatement to say that our lifestyles have been totally disrupted by the pandemic. Among many others, one thing we have missed over...
Has retail seen its watershed moment?
2020 was a year like no other, and the shockwaves caused by the pandemic have inherently altered consumer-facing operations at their very core. Retail...
Will local high streets see a renaissance as lockdown eases?
Much has been documented about the death of the high street and irrevocable ecommerce trends rendering stores obsolete. But might physical stores see something...
Ensuring CX is aligned to disruption, not disrupted
The retail sector has experienced its biggest shakeup in a generation. With the high street spending much of 2020 in hibernation and the population...
Vaccine passports could see ‘legal concerns’, retail and hospitality chiefs warn
Hospitality and retail bosses have warned that the use of vaccine passports or certification for customers entering venues could face “legal concerns” and create...
Dramatic change to shopping habits since first lockdown, say retail leaders
Shopping habits have “changed dramatically” a year on from the first empty shelves and shuttered high street stores, according to retail experts.
Helen Dickinson, chief...