Tag: Retail

This week in CX: AI takes over the holiday season

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at emerging consumer trends as the holiday season approaches, as well as is CX now at the crossroads. We’re also discussing new updates from...

CXM proudly announces the third edition of CXM Review: CX at the Crossroads

Two years ago, in October of 2022, Customer Experience Magazine released the first printed and digital magazine focusing on reviewing the past year in CX. Since then, we have committed to bringing you special annual publications. Now, we are proud...

TV drives nearly $145 billion in annual consumer spending

A new report from Shopsense AI, titled “Turning TV Into a Retail Powerhouse,” reveals that television has become a significant force in driving consumer spending, contributing nearly $145 billion in U.S. retail sales annually. TV content is increasingly influencing product...

Most retailers say generative AI boosts operational efficiency

According to a recent Syndigo report, nine out of ten retailers already use generative AI to enhance customer experiences. The most common applications include personalisation, search and discovery, and marketing and promotions, with 85% of retailers employing AI for customer...

Retailers are planning to continue commitment to physical stores

Almost three-quarters of European retailers confirm they have plans for further expansion of their physical stores, according to CBRE’s 2024 European Retail Occupier Survey. 71% of retailers that already have plans in place to increase their brick and mortar offering...

Fashion retailer Guess launches customer recycling programme

American fashion brand Guess? has launched GUESS Again, a customer recycling programme in partnership with SuperCircle, the textile recycling platform powering consumer trade-in for leading brands and retailers investing in a circular future. The initiative builds on the brand’s existing in-store...

Fraud is forcing ecommerce retailers to tighten refund policies

Retailers are losing billions to returns, refunds, and exchanges, with $394 billion spent globally, out of which at least $28 billion is directly impacted by fraud and abuse, according to Riskified’s report. The report highlights how the rise in fraud...

This week in CX: fair work agency here to protect the workers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research in employment choices, the effect of online reviews and shopping preferences. We’re also discussing new updates from Wimbledon, Google,...

Political polarisation drives consumer boycotts

A recent survey by GWI, a global research firm, found that nearly a quarter (22%) of Americans have boycotted brands or products due to political stances in the past three months. Additionally, two in ten people have unfollowed brands or...

Poor in-store experiences cost UK retailers £41 billion

Recent research by Forsta highlights a crisis in customer satisfaction among British high-street retailers, revealing that negative in-store experiences are costing the sector up to £41 billion in lost revenue. According to the report, over 76% of negative online reviews,...