Customer Experience

Articles on CX (Customer Experience)

  1. Technology & Innovation

Personalized Disruption: Grocery’s Secret to Breaking Old Habits

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 […]
4 min read
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  1. Stores & Formats

Old Navy Signs Lease for New Flagship in NYC’s Herald Square

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 […]
2 min read
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  1. Channel: Mass

Secret Shopper: F&F finally goes back online as Tesco nails the fashion but fumbles the website experience

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 […]
6 min read
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  1. Technology & Innovation

ThredUp Makes Resale Technology Free for All, Plans New Peer-to-Peer Offering

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 […]
4 min read
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  1. Shopper & Customer

Six clever ways customers are subconsciously convinced to click

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 […]
3 min read
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  1. Data & Insights

Precision Pays: The Hidden Fortune in Exact Numbers

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 […]
4 min read
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  1. Stores & Formats

Beyond Inc. Details Store Plans for Bed Bath & Beyond, BuyBuy Baby and Overstock

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 […]
4 min read
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  1. Data & Insights

5 High-Impact E-Commerce Strategies Your Brand Isn’t Using (Yet!)

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 — […]
3 min read
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  1. Data & Insights

The Data Mandate for a Modernized Shopping Experience

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 […]
4 min read
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  1. Shopper & Customer

Grocerant Guru®: Time is the New Currency of Customer Happiness

  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 […]
4 min read
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  1. Data & Insights

Turn Up the Music, Turn Up Your Sales

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 […]
4 min read
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  1. Technology & Innovation

Industry first as Tesco partners with GS1 UK to test out QR codes in place of traditional barcodes in select stores

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 […]
2 min read
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  1. Shopper & Customer

URW Aims to Turn its Malls into ‘Dynamic Platforms for Brand Storytelling’ with Launch of U.S. Media Network

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 […]
2 min read
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  1. Data & Insights

What troubles shoppers when searching online

​[[“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, […]
2 min read
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  1. Department & Category

The Rise of the Grocerant: How Convenience Stores Are Outsmarting Legacy Chain Restaurants Where Have Fast-Food Diners Gone? Not home—but to the neighborhood convenience store.

  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 […]
4 min read
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  1. Trends & External Forces

Michaels ups balloons, party supplies as Party City, Joann disappear

​[[{“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 min read
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  1. Technology & Innovation

Rob Barnes departs Asda and CIO role after driving technology change across the business

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 […]
5 min read
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  1. Data & Insights

2025: The Year the AI Hype Drives Measurable, High Returns in Retail

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 […]
3 min read
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  1. Data & Insights

Is Whole Foods Fresh Sustainable

  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 […]
3 min read
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  1. Technology & Innovation

Building Tomorrow’s Retail IT: Strategies for 2025 and Beyond

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 […]
5 min read
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  1. Technology & Innovation

WHSmith Moves to Cloud-Based Tech Model to Support North American Expansion

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 […]
2 min read
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  1. Retail Operations

What’s Brewing in Omnichannel with illycaffè’s Cristian Arcangeli

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 […]
2 min read
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  1. Shopper & Customer

Gen Z and Millennials’ Eating Habits Mirror Memory’s

  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 […]
3 min read
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  1. Technology & Innovation

Buzzwords, cop outs, and new homes: ten key takeaways from an electric Retail Technology Show 2025

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, […]
6 min read
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  1. Shopper & Customer

Costco Destination Dinning

  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 […]
4 min read
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  1. Trends & External Forces

Food Apps: The Food Industry’s New Electricity

  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. […]
4 min read
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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

What’s next for Instacart as CEO Fidji Simo announces decision to join OpenAI as head of applications?

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 […]
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  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

Personalized Disruption: Grocery’s Secret to Breaking Old Habits

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 […]
Written by
  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

State of the Consumer Report

[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 […]
Written by
  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

How grocery continues to drive Walmart’s top line

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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