What Sainsbury’s facial-recognition failure tells us about designing technology around people An inn...
The more we can measure what colleagues do, the easier it becomes to mistake activity for performanc...
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...