--- title: Our latest thoughts on the issues and solutions in customer experience. | customerexperience (2) description: customerexperience | Our latest thoughts on the issues and solutions in customer experience. (2) image: https://www.retailcx.ie/hubfs/download%20%283%29.jpg --- [Skip to content](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience/page/2#main-content) [![RetailCX Success through customer experience](https://www.retailcx.ie/hs-fs/hubfs/logo-transparent-png-1.png?width=300&height=84&name=logo-transparent-png-1.png)](https://www.retailcx.ie) - [Home](https://www.retailcx.ie/) - [Who We Are](https://www.retailcx.ie/about) - [What We Do](https://www.retailcx.ie/what-we-do) - [What We Deliver](https://www.retailcx.ie/challenges-we-solve) - [Who We Work With](https://www.retailcx.ie/who-we-work-with) Show submenu for Who We Work With - [Shaws Department Stores](https://www.retailcx.ie/who-we-work-with-shaws-department-stores) - [Primark](https://www.retailcx.ie/who-we-work-with-primark) - [Permanent TSB](https://www.retailcx.ie/who-we-work-with-permanent-tsb) - [Blog](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience) - [Talk With Us](https://www.retailcx.ie/contact) Open main navigation Close main navigation - [Home](https://www.retailcx.ie/) - [Who We Are](https://www.retailcx.ie/about) - [What We Do](https://www.retailcx.ie/what-we-do) - [What We Deliver](https://www.retailcx.ie/challenges-we-solve) - [Who We Work With](https://www.retailcx.ie/who-we-work-with) Show submenu for Who We Work With - [Shaws Department Stores](https://www.retailcx.ie/who-we-work-with-shaws-department-stores) - [Primark](https://www.retailcx.ie/who-we-work-with-primark) - [Permanent TSB](https://www.retailcx.ie/who-we-work-with-permanent-tsb) - [Blog](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience) - [Talk With Us](https://www.retailcx.ie/contact) # Our latest thoughts on the issues and solutions in customer experience [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/Customers%20Dont%20Mind%20Paying%2c%20They%20Mind%20Feeling%20Played..png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-dont-mind-paying-they-mind-feeling-played) ## [Customers Don't Mind Paying, They Mind Feeling Played.](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-dont-mind-paying-they-mind-feeling-played) Jun 19, 2026, 3:15:23 PM At first glance, the controversy surrounding FIFA, Ticketmaster and major sporting events appears to... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-dont-mind-paying-they-mind-feeling-played) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/Waiting%20for%20a%20fitting%20room%20at%20Primark.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/what-primarks-fitting-rooms-taught-me-about-customer-effort) ## [What Primark's Fitting Rooms Taught Me About Customer Effort](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/what-primarks-fitting-rooms-taught-me-about-customer-effort) Jun 10, 2026, 3:24:02 PM A recent news story caught my attention. Several retailers are reducing or removing fitting rooms to... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/what-primarks-fitting-rooms-taught-me-about-customer-effort) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/Why%20Trusting%20Frontline%20Colleagues%20Costs%20Less%20Than%20You%20Think.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-half-million-euro-myth-why-trusting-frontline-colleagues-costs-less-than-you-think) ## [The Half-Million Euro Myth: Why Trusting Frontline Colleagues Costs Less Than You Think](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-half-million-euro-myth-why-trusting-frontline-colleagues-costs-less-than-you-think) Jun 3, 2026, 5:25:36 PM You're standing at a supermarket customer service desk and the customer in front wants a refund on a... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-half-million-euro-myth-why-trusting-frontline-colleagues-costs-less-than-you-think) [![Tech frustration verses helpful in-person support](https://www.retailcx.ie/hubfs/Tech%20frustration%20versus%20helpful%20instore%20support..png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-ai-fails-great-colleagues-rescue-the-experience) ## [When AI Fails, Great Colleagues Rescue the Experience](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-ai-fails-great-colleagues-rescue-the-experience) May 27, 2026, 2:28:12 PM A few weeks ago, I bought a plumbing part online from a well-known trade retailer to complete a repa... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-ai-fails-great-colleagues-rescue-the-experience) [![Bright bookstore with friendly customer interaction](https://www.retailcx.ie/hubfs/Customers%20Never%20Really%20Bought%20Books.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-never-really-bought-books) ## [Customers Never Really Bought Books](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-never-really-bought-books) May 13, 2026, 5:01:17 PM What the collapse of TG Jones reveals about the retail industry’s slow drift away from human connect... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-never-really-bought-books) [![A frustrated customer in a store and on the phone](https://www.retailcx.ie/hubfs/AI%20Is%20Scaling%20Your%20Worst%20Customer%20Experiences.%20Here%E2%80%99s%20Why.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/ai-is-scaling-your-worst-customer-experiences.-heres-why) ## [AI Is Scaling Your Worst Customer Experiences. Here’s Why](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/ai-is-scaling-your-worst-customer-experiences.-heres-why) Apr 29, 2026, 4:01:04 PM Over the last few weeks, I have talked with several AI companies that can automate up to 80% of cust... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/ai-is-scaling-your-worst-customer-experiences.-heres-why) [![Customers in a retail store](https://www.retailcx.ie/hubfs/Why%20Technology%20Often%20Makes%20Customer%20Experience%20Worse%2c%20Not%20Better.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-technology-often-makes-customer-experience-worse-not-better) ## [Why Technology Often Makes Customer Experience Worse, Not Better](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-technology-often-makes-customer-experience-worse-not-better) Apr 23, 2026, 4:22:30 PM Technology was meant to make life easier, delivering faster service, smarter personalisation, less f... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-technology-often-makes-customer-experience-worse-not-better) [![Customers in a retail store](https://www.retailcx.ie/hubfs/The%205%20Moments%20That%20Actually%20Drive%20Revenue%202.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-5-moments-that-actually-drive-sales) ## [The 5 Moments That Actually Drive Sales](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-5-moments-that-actually-drive-sales) Apr 14, 2026, 5:09:25 PM Walk into most retail or service businesses and you will see a lot of activity. Customers browsing, ... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-5-moments-that-actually-drive-sales) [![Frustrated customers at a self-checkout and Click and Collect collection point](https://www.retailcx.ie/hubfs/Why%20Customer%20Experience%20Strategies%20Collapse%20at%20Store%20Level.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-customer-experience-strategies-collapse-at-store-level) ## [Why Customer Experience Strategies Collapse at Store Level](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-customer-experience-strategies-collapse-at-store-level) Apr 2, 2026, 2:47:11 PM Walk into most retail boardrooms and you will hear confident conversations about customer experience... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-customer-experience-strategies-collapse-at-store-level) [![Customers queuing outside a store](https://www.retailcx.ie/hubfs/Customers%20dont%20queue%20for%20products.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-dont-queue-for-products.-they-queue-for-experiences) ## [Customers Don’t Queue for Products. They Queue for Experiences.](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-dont-queue-for-products.-they-queue-for-experiences) Mar 10, 2026, 3:44:06 PM On a cold morning in Dublin recently, something unusual happened on Henry Street. A queue formed out... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-dont-queue-for-products.-they-queue-for-experiences) [First](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience) [Prev](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience) [1](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience) [2](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience/page/2) [3](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience/page/3) [4](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience/page/4) [5](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience/page/5) [Next](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience/page/3) [Last](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tag/customerexperience/page/6) At RetailCX, we are committed to helping businesses create exceptional customer experiences. 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