Customer Experience

Articles on CX (Customer Experience)

  1. Retail Operations

EG On The Move partners with AI CX platform Serve First

Serve First, the AI-driven customer experience and performance management platform, has announced a new partnership with UK forecourt and convenience retail operator EG On The Move. Through the partnership, Serve First will help enhance customer experience across EG On The Move’s 187 UK sites. The… This story continues at EG On The Move partners with […]
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  1. Technology & Innovation

AllSaints veteran SJ Grabiec exits and heads to River Island to take on Customer Director role

River Island has appointed SJ Grabiec as Customer Director. She joins from AllSaints where she spent the past 15 years, most recently serving as Global Head of Customer (CX, CS & CRM). In a LinkedIn post, she said: “I’ve just passed the four week mark in my new role at River Island. After almost 15 […]
2 min read
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  1. Data & Insights

Dunelm thinks about the future with event including AI workshops and virtual store tours

To kick off its new financial year, Dunelm last week brought together its full leadership team from across the business, including its 200+ Store Coaches, for an event focusing on recognition, connection and future planning. In a LinkedIn post, Clodagh Moriarty, CEO at Dunelm, a UK retailer of bedding, curtains and soft furnishings, plus kitchen […]
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  1. Department & Category

Couche-Tard’s Circle K: A Grocerant Success Story

How One Convenience Store Chain Quietly Changed Food Retail Forever By the Grocerant Guru® Steven Johnson For decades, many retailers believed convenience stores existed for one purpose—fuel, cigarettes, soft drinks, and lottery tickets. Food was often an afterthought consisting of roller grill hot dogs, packaged sandwiches, and impulse snacks. Those days are gone. Few companies […]
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  1. Technology & Innovation

Morrisons embraces AI and Lush returns to social media: this week’s biggest retail technology stories

It’s Friday, the weekend is almost upon us, so let’s kick back and reflect on another eventful week for the retail tech space. Here’s your briefing on the most important stories from the past few days, including Quadrant, Footasylum, THG Fulfil, John Lewis Partnership, Kevel, East of England Co-op, Uber Eats, New Look, Fermat, and […]
9 min read
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  1. Data & Insights

Met Police and retailers including Tesco, M&S, Halfords and Boots agree plan to tackle retail crime in London 

Senior leaders from the Metropolitan Police, Mayor’s Office for Policing and Crime, and some of the largest UK retailers, including Sainsbury’s, Ikea, Tesco, M&S, John Lewis Partnership, and Next, have agreed a plan to help tackle retail crime in London. A roundtable, which took place today at New Scotland Yard, included the Assistant Commissioner for […]
4 min read
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  1. Technology & Innovation

UK grocery retailer Morrisons taps AI to rack up £940 million in savings over the last three years

Earlier this year, Morrisons announced plans to ramp up its use of data and AI as part of a cost cutting push. This included job cuts across all functions at is head office. It’s a move that has contributed to the delivery of significant cost savings, Rami Baitiéh, CEO at Morrisons, revealed last week. In […]
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  1. Shopper & Customer

Why Are You Not On This List? Amazon, Walmart, Kroger and Starbucks Continue Winning the Loyalty Battle

  The latest loyalty rankings should serve as a wake-up call for every restaurant, grocery retailer, convenience store operator, and foodservice executive in America. The real question is not why Amazon, Walmart, Kroger, Costco, CVS, and Starbucks made the list. The question is: Why are you not on it? According to new research from LoyaltyLion, […]
5 min read
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  1. Technology & Innovation

Roy Keane stars as Online retailer Moonpig reports rise in sales of football themed Father’s Day cards

Moonpig this morning released its FY26 results. It has reported revenue growth of 6.5% to £373 million, adjusted PBT up 13.4% to £76.5 million and adjusted EPS up 19.5% to 18.0 pence. There was orders growth of 2.1% driven by active customers growth to 12.3 million (April 2025: 11.7 million) in Moonpig and Greetz. The […]
4 min read
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  1. Data & Insights

The Rise of the Grocerant C-Store: Six Trends Transforming Convenience Retail Into Foodservice Gold

  The convenience store industry has officially entered its next phase of evolution, and the latest report from Intouch Insight Ltd. provides additional validation for trends the Grocerant Guru® has been identifying, quantifying, and qualifying for more than two decades. The newly released Convenience Store Trends Report 2026 highlights six trends redefining convenience retail: 1.       […]
7 min read
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  1. Shopper & Customer

The Phone Is No Longer a Black Box—It’s a Consumer-Focused Participatory Marketing Engine

  Restaurant operators have never had more data available to them. They can track same-store sales, labor productivity, digital conversion rates, loyalty engagement, average ticket growth, delivery profitability, customer retention, and menu performance in real time. Yet one of the most important customer touchpoints in foodservice has remained largely unmeasured. The phone. Recently, Christian Wiens, […]
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  1. Shopper & Customer

ALDI’s Blind Box Promotion Signals the Future of Interactive Food Discovery Marketing

  As retailers continue searching for new ways to engage consumers, build loyalty, and stimulate trial, Aldi’s new “Blind Box” promotion demonstrates that food discovery is rapidly becoming one of the most powerful customer acquisition and retention tools in retail food marketing according to Steven Johnson, Grocerant Guru® at Tacoma, WA based Foodservice Solutions® Beginning […]
5 min read
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  1. Technology & Innovation

Tesco goes all in on ESLs and Disney gets physical: last week’s most read retail technology articles

Check out our most clicked articles from last week, including TG Jones, Hanshow, Shoptalk Europe 2026, dunnhumby, M&S, Medallia, Tesco, B&Q, John Lewis, Waitrose, and the RTIH Retail Technology Hot 100 List. Have your say and vote today! First ever RTIH Retail Technology Hot 100 List goes live, sponsored by 3D Cloud In partnership with […]
7 min read
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  1. Technology & Innovation

Is TG Jones worth saving after WHSmith acquisition? last week’s most read RTIH retail technology articles

Check out our most clicked articles from last week, including Starship Technologies, Tesco, Bodycare, PMC, Simbe, Gatik, PepsiCo, Hanshow, Amazon, Klarna, Currys, Gopuff, Ulta Beauty, easyGroup, OnBuy, The Very Group, Lincolnshire Co-op, East of England Co-op, AliExpress, Carrefour Belgium, Timpson, Amazon, and Subway. Starship Technologies pulls delivery robots from US campuses and focuses on grocery […]
6 min read
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  1. Data & Insights

Tesco rolls out ICE autonomous cleaning robots across grocery giant’s Express convenience stores

ICE has announced a partnership with Tesco, launching a roll-out of autonomous cleaning robots across 600 Express stores. The pair are laying claim to the first deployment of this scale in the UK convenience sector. The machines are designed as “co-bots” to work alongside Tesco colleagues. By taking over routine floor cleaning, they free up […]
3 min read
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  1. Data & Insights

Amazon to Retail: How to Expand Beyond E-Commerce and Grow Your Brand

Building a successful business on Amazon is a major accomplishment. Brands that thrive on Amazon have mastered digital marketing, inventory management, customer service, and marketplace optimization. However, for many growing companies, Amazon is only the first step. If your goal is to increase revenue, reach new customers, and build a stronger brand, expanding into retail […]
5 min read
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  1. Retail Operations

Very Group enhances customer experience with InPost delivery option

The Very Group, which operates digital retailers Very and Littlewoods, has partnered with InPost UK to give customers greater choice and control over how they receive their parcels. The multi-category retailer has introduced the new delivery option, allowing customers to collect orders from InPost’s nationwide… This story continues at Very Group enhances customer experience with […]
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  1. Channel: Grocery

What Kroger’s Trust Ranking Actually Means for Suppliers

Kroger just landed at No. 27 on the 2026 Axios Harris Poll 100, the annual ranking of America’s most visible and trusted companies. CEO Greg Foran kept it simple: “This recognition belongs to our associates. Every day, more than 400,000 of them help families put fresh, affordable food on the table.” Nice headline. But if […]
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  1. Data & Insights

Ulta Beauty, DC Studios, Warner Bros. Pictures Supergirl tie up powered by digital and in-store activations

Ulta Beauty has announced an exclusive partnership with DC Studios’ feature film, Supergirl, coming to cinemas on 26th June from Warner Bros. Pictures. The summer long campaign features actress Milly Alcock, starring in the dual role of Supergirl/Kara Zor-El, and celebrates the film’s central message of self-discovery and personal empowerment. “Our partnership with Supergirl connects us to one of […]
3 min read
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  1. Technology & Innovation

SAI Group appoints retail technology veteran Clare Hoole to spearhead company’s UK expansion push

SAI Group, a computer vision and GenAI specialist that provides retail intelligence solutions. has announced the appointment of Clare Hoole, who will head up the company’s UK expansion plans. She has, over the last two decades, held senior positions at such tech providers as NCR and latterly NCR Voyix. Hoole will leverage her tech expertise […]
3 min read
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  1. Channel: Dollar/Value

Lidl GB nabs fifth spot in battle of Britain’s largest supermarkets as discounter sees sales rise

Lidl GB is this morning basking in the glow of officially becoming Britain’s fifth largest supermarket.  Latest Worldpanel figures show that the discounter now holds a 8.6% market share, with sales up 8.8% in the 12 weeks to 17th May. Tesco and Sainsbury’s, meanwhile, continue to hold the first and second spots respectively. Lidl GB […]
3 min read
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  1. Channel: Grocery

Guest Column:  Albertsons — The Next Twelve Months

by Thom Blischok Content Guy’s Note:  As noted here in the past, I think Thom Blischok one of the industry’s big thinkers, and he always challenges my assumptions and conclusions in a way that makes me think longer and harder.  Which is a good thing. A few weeks ago, he contributed a guest column focusing […]
3 min read
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  1. Partnerships & Alt Profit

Fewer Doors Can Result in Deeper Retail Partnerships for Brands

Expansion is often framed as multiplication. More doors. More regions. More volume. More visibility. For many manufacturers, this thinking drives early strategy. Distribution becomes a numbers game. Yet over time, the brands that endure rarely pursue breadth before depth. They build fewer doors and better partnerships. Each retail account carries operational weight. Ordering cycles, invoicing, […]
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  1. Data & Insights

FedEx fronted consortium launches €7.8 billion buy out offer for parcel lockers firm InPost

A consortium consisting of Advent, FedEx, A&R and PPF has today launched an all cash buy out offer for InPost at €15.60 per share, valuing the Polish parcel lockers big hitter at €7.8 billion. The offer period runs from 26th May to 27th July unless extended in accordance with the relevant provisions of the offer […]
3 min read
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  1. Shopper & Customer

Tap, Scan, Gone: Why Digital Payments Are Reshaping Food Retail Faster Than Anyone Expected

  For decades consumers tolerated one universal frustration in food retail: waiting in line to pay. Grocery stores built checkout lanes designed to maximize impulse purchases. Convenience stores focused on speed but often relied on aging POS systems. Restaurants battled throughput bottlenecks during lunch and dinner rushes. Today, the checkout lane itself is becoming a […]
6 min read
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  1. Shopper & Customer

Complexity-Free Food Is Winning: Why Simplicity, Authenticity, and Convenience Are Reshaping Foodservice in 2026

  The definition of “value” in foodservice has fundamentally changed. In 2026, consumers are no longer impressed by menu complexity for the sake of culinary theater. Instead, they are rewarding brands that remove friction from the meal occasion while delivering freshness, transparency, authenticity, portability, and emotional comfort. Across restaurants, convenience stores, grocery service deli departments, […]
6 min read
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  1. Data & Insights

Former Amazon executive Julia Rauscher takes on PMO Lead – Logistics Transformation role at European retailer C&A

C&A has appointed Julia Rauscher as PMO Lead – Logistics Transformation. Her CV includes stints at A.P. Moller – Maersk and Amazon. In a LinkedIn post, she said: “From global logistics to fashion retail: I’m excited to share that I’ve joined C&A, a leading European fashion retailer. It’s a privilege to build on 185 years […]
3 min read
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  1. Data & Insights

Sainsbury’s touches down at Luton Airport as UK grocery giant notches up a convenience stores first in England

Sainsbury’s has opened its first ever airport store in England. People passing through Luton Airport will be able to purchase food, drink and travel essentials from a Sainsbury’s Local location. This builds on the opening in 2024 of the UK grocery giant’s first ever store in a UK airport (Edinburgh Airport). “This has been a […]
3 min read
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Editor’s Choice

  1. Channel: Grocery

Kroger acquiring Giant Eagle in $1.65B deal

Kroger Co. is acquiring Giant Eagle, a family-owned food and pharmacy retailer, for a purchase price of $1.65 billion. Giant Eagle has approximately $9 billion in annual sales and 197 supermarkets and 11 standalone pharmacies across northern Ohio, western Pennsylvania, West Virginia, Maryland and Indiana, according to a press release. The purchase is comprised of […]
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  1. Data & Insights
  2. Channel: Mass
  3. Corporate Strategy
  4. Media & Marketing
  5. Retailer Media
  6. Agencies & Vendors
  7. Retail Ecosystem
  8. Data & Insights
  9. Shopper & Customer
  10. Technology & Innovation
  11. Trends & External Forces
  12. Retail Operations

Omni CEO Christine Gambino – Omnichannel, Real ID & the Full-Funnel Future

The CPG Guys are joined in this episode by Christine Gambino, CEO of Omni, Omnicom’s next-generation marketing and sales intelligence platform. It connects strategy, creativity, media, CRM, commerce, data, and AI to help brands grow with greater clarity, speed, and measurable business impact. Follow Christine on LinkedIn at: https://www.linkedin.com/in/christine-gambino-59683ab8 Follow Omni online at: https://www.omc.com/omni/ Christine […]
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  1. Technology & Innovation
  2. Channel: Mass
  3. Channel: Restaurants
  4. Department & Category
  5. Department: Food
  6. Department: Nonfood
  7. Corporate Strategy
  8. Corporate Finance
  9. Agencies & Vendors
  10. Data & Insights
  11. Shopper & Customer
  12. Technology & Innovation
  13. Trends & External Forces
  14. Associates & Employees
  15. Stores & Formats

C-Stores Grow, In Both Size And Ambition

CNBC has a story about how, while “gas stations have been reinventing themselves for the past decade with food offerings that rival many established grub-only chains,” now they are “doing something else: growing in physical size and attracting legions of fans along the way.”  Buc-ee’s is described as the poster child for this transformation: “On […]
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