Online returns are the new scourge of the UK’s retail industry. Growing by 95% between 2014 and 2019 alone, the threat to sustainability is enough to warrant discussion at the next COP summit.

Knowing you’re delighting your customers is the holy grail for any business.

Gillian Chamberlain reports back from a panel session at the CCW Europe Summit where she discussed the importance of meeting business goals when outsourcing.

One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

As retail – and the role of tech within it – fast evolves, skill sets, training needs and career paths need to adapt at the same pace. In what skills must we invest to grow the retailers of tomorrow and make retail a career that attracts the very best?

Our article considers how today’s retail customer is seeking a much deeper involvement, and the brands who can give them this are the ones with whom they will choose to shop.

Today’s consumers are experiencing a renewed appreciation of the value of retail, as well as the importance that shopping brings to their quality of life.

How retailers can leverage data analytics, personalisation and omnichannel integration to enhance customer experience and succeed in Europe’s retail landscape.

Retailers are facing more pressure to use technology to improve interactions with customers to create stand out experiences.

When Selfridges first opened its doors in 1909, it drew crowds by turning shopping into an adventure, using theatre and innovation. Bleriot’s monoplane was displayed there fresh from its maiden Channel crossing and John Logie Baird chose the store to first demonstrate television to the public.