--- title: Our latest thoughts on the issues and solutions in customer experience. | Leadership description: Leadership | Our latest thoughts on the issues and solutions in customer experience. 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/leadership#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 [![A busy fast food outlet](https://www.retailcx.ie/hubfs/Busy%20Modern%20Fast-Food%20Ordering%20Area.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/fast-food-got-faster-so-why-are-customers-less-happy) ## [Fast Food Got Faster, So Why Are Customers Less Happy?](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/fast-food-got-faster-so-why-are-customers-less-happy) Oct 15, 2026, 4:37:41 PM Ireland’s customer experience has reached its highest level in nine years. The latest CXi research f... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/fast-food-got-faster-so-why-are-customers-less-happy) [![Lidl self-service checkout](https://www.retailcx.ie/hubfs/Lidl%20Self%20service%20checkout.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/we-asked-customers-to-do-the-work.-did-we-forget-to-trust-them) ## [We Asked Customers to Do the Work. Did We Forget to Trust Them?](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/we-asked-customers-to-do-the-work.-did-we-forget-to-trust-them) Oct 6, 2026, 4:35:05 PM I like shopping at Lidl. It's one of my favourite grocery stores because I think it uses technology ... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/we-asked-customers-to-do-the-work.-did-we-forget-to-trust-them) [![Tokens of Connection and Support](https://www.retailcx.ie/hubfs/Abusive%20customer%20at%20counter.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-the-customer-is-not-always-right) ## [When the Customer Is Not Always Right](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-the-customer-is-not-always-right) Sep 3, 2026, 5:23:49 PM A few weeks ago, I was standing in a queue at a garage, waiting to pay. The man in front of me was t... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-the-customer-is-not-always-right) [![Tokens of Connection and Support](https://www.retailcx.ie/hubfs/Tokens%20of%20connection%20and%20support.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/five-contacts-later-who-owns-the-problem) ## [Five Contacts Later, Who Owns the Problem?](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/five-contacts-later-who-owns-the-problem) Aug 26, 2026, 4:41:12 PM More than half of Irish consumers surveyed by the Competition and Consumer Protection Commission (CC... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/five-contacts-later-who-owns-the-problem) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/Self%20Checkout%20scene.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/human-in-the-loop-is-not-enough) ## [Human-in-the-loop Is Not Enough](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/human-in-the-loop-is-not-enough) Aug 20, 2026, 3:47:47 PM What Sainsbury’s facial-recognition failure tells us about designing technology around people An inn... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/human-in-the-loop-is-not-enough) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/Behind%20the%20counter%20service%20under%20presssure.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/are-we-measuring-work-or-just-activity) ## [Are We Measuring Work, or Just Activity?](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/are-we-measuring-work-or-just-activity) Aug 12, 2026, 3:31:24 PM The more we can measure what colleagues do, the easier it becomes to mistake activity for performanc... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/are-we-measuring-work-or-just-activity) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/Customers%20Have%20a%20Right%20to%20Repair.jpg)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-have-a-right-to-repair-but-who-takes-ownership) ## [Customers Have a Right to Repair, But Who Takes Ownership?](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-have-a-right-to-repair-but-who-takes-ownership) Jul 30, 2026, 3:25:11 PM When the retailer owns the customer relationship but not the repair A customer enters a mobile phone... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/customers-have-a-right-to-repair-but-who-takes-ownership) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/Frustrated%20shoppers%20at%20modern%20checkout%20kiosks.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/multi-skilled-or-multi-tasked-the-difference-matters) ## [Multi-skilled or Multi-tasked? The Difference Matters.](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/multi-skilled-or-multi-tasked-the-difference-matters) Jul 23, 2026, 4:05:26 PM Earlier this week, I stood waiting to use a supermarket self-checkout. There were six self-checkouts... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/multi-skilled-or-multi-tasked-the-difference-matters) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/How%20Great%20Customer%20Experiences%20Quietly%20Disappear.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/how-great-customer-experiences-quietly-disappear) ## [How Great Customer Experiences Quietly Disappear](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/how-great-customer-experiences-quietly-disappear) Jul 17, 2026, 4:08:21 PM Every retailer faces difficult decisions. Costs rise, customer behaviour changes, technology creates... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/how-great-customer-experiences-quietly-disappear) [![Customer service contrasts: grey to warm](https://www.retailcx.ie/hubfs/The%20Anxious%20Generation%20and%20the%20Next%20Customer%20Experience%20Challenge.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-anxious-generation-and-the-next-customer-experience-challenge) ## [The Anxious Generation and the Next Customer Experience Challenge](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-anxious-generation-and-the-next-customer-experience-challenge) Jul 8, 2026, 3:23:04 PM Younger customers may not need more digital; they may need more human. The debates in the UK and Ire... 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