When the retailer owns the customer relationship but not the repair A customer enters a mobile phone...
Earlier this week, I stood waiting to use a supermarket self-checkout. There were six self-checkouts...
Every retailer faces difficult decisions. Costs rise, customer behaviour changes, technology creates...
Younger customers may not need more digital; they may need more human. The debates in the UK and Ire...
At first glance, the controversy surrounding FIFA, Ticketmaster and major sporting events appears to...
A recent news story caught my attention. Several retailers are reducing or removing fitting rooms to...
You're standing at a supermarket customer service desk and the customer in front wants a refund on a...
A few weeks ago, I bought a plumbing part online from a well-known trade retailer to complete a repa...
What the collapse of TG Jones reveals about the retail industry’s slow drift away from human connect...
Over the last few weeks, I have talked with several AI companies that can automate up to 80% of cust...