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.

Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.

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?

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.

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.

Pete Budge, Managing Director of the Capita Scaling Partner Team, considers how the UK’s bold pension fund pledge is shaping investment.

A look at what’s happening in customer experience in Europe, including the leveraging of new technologies such as AI, machine learning and automation.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.