Customer Experience

Articles on CX (Customer Experience)

  1. Technology & Innovation
There’s no shortage of talk about technology that’s going to redefine, dominate, or transform retail this year. Much of this language boils down to marketing speech, and often, true industry disruption fails to materialize. There is no shortage of tech hyperbole in retail. But then there’s the occasional exception — a technology that genuinely does […]
  1. Stores & Formats
Old Navy has signed a long-term retail lease with JEMB Realty (JEMB) to build a new 55,000-square-foot flagship at Herald Towers in the heart of New York City’s Herald Square. Herald Towers, which serve as the home of Old Navy’s new Herald Square flagship in NYC. (Image courtesy JEMB Realty) The store is set to […]
  1. Channel: Mass
Anyone who knows me in real life, the person behind RTIH’s Secret Shopper alias, knows I am unapologetically obsessed with F&F at Tesco. Their clothing range has come into its own over the past year or so, quietly stepping up its game and becoming one of the most stylish high street offerings out there. And […]
  1. Technology & Innovation
Online resale platform ThredUp has made a bold move in its effort to promote the development of circular retail more broadly. The company is making its resale-as-a-service (RaaS) technology free and open source, meaning that the underlying code powering its branded resale shops is now available for any company to access and use at no […]
  1. Shopper & Customer
We often think customers make decisions consciously – comparing options, weighing pros and cons, reading every line. But in actuality, much of what drives someone to click, sign up, or purchase happens subconsciously.  Smart brands know exactly what they’re doing. They understand what makes their customer tick and use psychological cues, behavioural nudges, and subliminal […]
  1. Data & Insights
Ever played horseshoes? Getting “close” scores points. But in retail? Not so much. This week, we’re diving into the real costs of the “close enough” mindset that’s quietly eating away at profits across our industry. I stumbled across some jaw-dropping numbers about inventory accuracy (or lack thereof) that made me wonder how many of us […]
  1. Stores & Formats
Beyond Inc. — owner of the Bed Bath & Beyond, BuyBuy Baby and Overstock brands — sees itself as a digital-first company, but that doesn’t mean it’s ruled out the idea of physical stores. In fact, during the company’s Q1 earnings call with analysts, the company’s Executive Chairman and Principal Executive Officer Marcus Lemonis announced […]
  1. Data & Insights
E-commerce brands often chase surface-level metrics like sales volume and return on ad spend (ROAS), believing these numbers define growth. While important, they don’t tell the full story. Brands that focus only on these metrics risk leaving money on the table. The real key to sustainable growth lies in a deeper, more strategic approach — […]
  1. Data & Insights
Brands like Amazon have set the gold standard for a modern ecommerce shopping experience. Customers expect brands to show them the right product at the right price — and they don’t want to wait weeks to receive it. What’s more, with Gen AI tools now in the fray, customers are likely to want instant product […]
  1. Shopper & Customer
  In today’s retail landscape, food isn’t just sustenance—it’s strategy. From grocers and c-stores to food-forward retailers, the battle for consumer loyalty is being fought in refrigerated aisles and grab-and-go displays. Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions®, has been closely tracking the intersection of consumer behavior and food marketing, and HappyOrNot’s […]
  1. Data & Insights
What’s the soundtrack to your sales success? We’re curious – what tunes are getting your customers in the mood to buy? This week, we’re diving into how the right in-store music could boost your sales by up to 37% (yes, really!) and why Havenly is making bold moves into brick-and-mortar while others hesitate during these […]
  1. Technology & Innovation
As part of an expanded pilot, Tesco is trialling QR codes powered by GS1 in a small number of stores. This replaces traditional barcodes on 12 own brand meat and produce lines in a small number of locations across southern England. Developed in collaboration with GS1 UK and ten supplier partners, the initiative is primarily […]
  1. Shopper & Customer
Shopping center operator Unibail-Rodamco-Westfield (URW) is expanding its in-house media and experiential division, Westfield Rise, to the U.S. First established in 2022 in Europe, Westfield Rise helps brands forge connections with the millions of high-intent consumers that visit its shopping centers every year, using dynamic media, immersive experiential activations, Westfield signature events and strategic integrations.   “With Westfield […]
  1. Data & Insights
​[[“value”:” This audio is auto-generated. Please let us know if you have feedback. All areas of a product’s description have the power to turn a viewer into a shopper. This includes, but is not limited to, product photos, videos, product descriptions, size and dimensions, reviews and color. “In this new world that we live in, […]
  1. Department & Category
  The foodservice landscape is shifting, and convenience stores (C-stores) are rapidly transforming from quick fuel stops into legitimate food destinations. They’re capturing a growing share of consumer dollars, satisfying cravings for variety, value, and ease—at a pace legacy chain restaurants simply can’t match. According to the National Association of Convenience Stores (NACS), foodservice accounted […]
  1. Trends & External Forces
​[[{“value”:” Dive Brief With the pandemic-era crafting boom over, the chain is working to take advantage of market share opportunities. Published April 16, 2025 A Michaels storefront. Since going private in 2021, the company has worked to improve its customer experience and debuted MakerPlace by Michaels, an online marketplace. The image by Rowanswiki is licensed […]
  1. Technology & Innovation
Rob Barnes has left grocery giant Asda where, for the past 15 months, he held the position of Chief Information Officer. In a LinkedIn post, Barnes, who joined Asda from Marks and Spencer, said: “Thanks for your messages this week folks! As some of you have seen, I’ve taken the decision to leave Asda. It’s […]
  1. Data & Insights
2024 was the ultimate retail rollercoaster — and not the fun kind you find at a theme park. With rising and falling inflation, jobless claims and consumer sentiment, retailers had a lot to toss and turn about last year. As we venture further into 2025, all eyes are on retailers. Will they adapt to shifting […]
  1. Data & Insights
  When Whole Foods launched its flagship Atlanta store, it embraced a forward-thinking market messaging strategy centered on “local, fresh food.” This approach not only highlights sustainability but also positions Whole Foods as a leader in the future of meals, meal prep, and meal components. By blending the trendy appeal of a food hall with […]
  1. Technology & Innovation
For 2025 and beyond, the emphasis on change in strategy to ensure a healthy consumer base for UK retailers is, unsurprisingly, requiring retail leaders to invest more in digital retail than ever before. Retail sales, adjusted for the inclusion of Black Friday, fell by 0.3% month-on-month in December, as reported by the ONS (Office for […]
  1. Technology & Innovation
Travel retailer WHSmith North America has moved its merchandising, inventory management and sales audit solutions from an on-premises to a cloud-based model as it prepares to drive growth in North America with a “significant pipeline” of new stores. WHSmith has upgraded to the latest SaaS version of these solutions from Aptos and also added Aptos […]
  1. Retail Operations
In this episode, the CPG Guys are joined by Cristian Arcangeli, Vice President of Omnichannel and Customer Experience at illycaffè, an Italian family business, founded in Trieste in 1933 and committed to offering the greatest coffee to the world. Find Cristian on LinkedIn at: https://www.linkedin.com/in/carcangeli/ Find illycaffè on LinkedIn at: https://www.linkedin.com/company/illycaffe/Find Illycaffè online at: https://www.illy.com/en-us […]
  1. Shopper & Customer
  As Millennials transition into parenthood, their dining habits increasingly reflect those of their upbringing. According to Steven Johnson, Grocerant Guru® at Tacoma, WA-based Foodservice Solutions®, Millennials are embracing grocerant niche Ready-2-Eat and Heat-N-Eat fresh food options largely because they enjoyed these convenient meal solutions when their parents provided them. This generational continuity in eating […]
  1. Technology & Innovation
Retail Technology Show took place last week at London Excel. And it was really rather good. Here are our ten key takeaways from a fantastic two days of cutting-edge tech, fantastic networking opportunities, and thought provoking conference sessions. 1. Move to London Excel pays off Whilst we will miss the eccentric charm of London Olympia, […]
  1. Shopper & Customer
  Costco has long been recognized as a destination for consumers seeking Ready-to-Eat (RTE) and Heat-and-Eat fresh prepared foods. This strategic focus has significantly enhanced customer satisfaction and loyalty, positioning Costco as a leader in the grocerant niche—a sector characterized by the fusion of grocery and restaurant-quality offerings. Steven Johnson, Grocerant Guru® at Tacoma, WA-based […]
  1. Trends & External Forces
  In today’s fast-paced digital era, mobile applications have become the lifeblood of the food industry, much like electricity revolutionized industries in the past. For Generation Z and Millennials, smartphones are not just communication tools but gateways to culinary experiences, transforming mobile devices into ‘mobile food courts’ that drive both top-line sales and bottom-line profits. […]

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Editor’s Choice

  1. Technology & Innovation
  2. Channel: Ecommerce & Digital
  3. Channel: Mass
  4. Acquisitions, Divestitures & Mergers
  5. Corporate Strategy
  6. Corporate Finance
  7. Corporate Purpose
  8. Media & Marketing
  9. Data & Insights
  10. International
  11. Technology & Innovation
  12. Trends & External Forces
  13. Retail Operations
  14. Associates & Employees
  15. Operations & Supply Chain
  16. Stores & Formats
Instacart CEO Fidji Simo is departing the grocery technology company to join OpenAI as its Chief of Applications. In an email to employees, she said: “Let me start by saying this was an incredibly hard decision because I love this company. We are operating incredibly well as our last earnings results have shown. Our strategy […]
  1. Technology & Innovation
  2. Channel: Dollar/Value
  3. Channel: Grocery
  4. Channel: Mass
  5. Department & Category
  6. Department: Nonfood
  7. Corporate Strategy
  8. Media & Marketing
  9. Data & Insights
  10. Shopper & Customer
  11. Technology & Innovation
  12. Trends & External Forces
  13. Retail Operations
  14. Merchandising
  15. Operations & Supply Chain
  16. Stores & Formats
There’s no shortage of talk about technology that’s going to redefine, dominate, or transform retail this year. Much of this language boils down to marketing speech, and often, true industry disruption fails to materialize. There is no shortage of tech hyperbole in retail. But then there’s the occasional exception — a technology that genuinely does […]
  1. Shopper & Customer
  2. Department: Nonfood
  3. Media & Marketing
  4. Data & Insights
  5. Shopper & Customer
  6. Technology & Innovation
  7. Trends & External Forces
  8. Holiday & Events
  9. Operations & Supply Chain
[Week of May 9] Timely insights on consumer behavior, pricing, and retail trends This weekly snapshot highlights the most relevant signals shaping where and how consumers are spending—from e-commerce and inflation shifts to essential vs. discretionary demand. What you’ll get from this week’s report: Cross-border e-commerce slowdown: Learn how tariff pressures are reshaping sales trends […]
  1. Channel: Mass
  2. Channel: Grocery
  3. Channel: Mass
  4. Department & Category
  5. Department: Nonfood
  6. Corporate Strategy
  7. Corporate Finance
  8. Media & Marketing
  9. Agencies & Vendors
  10. Data & Insights
  11. Shopper & Customer
  12. Trends & External Forces
  13. Retail Operations
  14. Stores & Formats
This audio is auto-generated. Please let us know if you have feedback. Grocery continues to be a key financial driver for Walmart, according to the retailer’s newest annual report released last week. The key business segment brought in $276 billion in net sales for Walmart U.S. for its fiscal year 2025, which ended Jan. 31, […]

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