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...
Technology was meant to make life easier, delivering faster service, smarter personalisation, less f...
Walk into most retail or service businesses and you will see a lot of activity. Customers browsing, ...
Walk into most retail boardrooms and you will hear confident conversations about customer experience...
On a cold morning in Dublin recently, something unusual happened on Henry Street. A queue formed out...
The latest UK Customer Satisfaction Index provides useful context on how customers are feeling right...