Customer Experience news and archive

UK retail 2025: Loyalty, AI, and experience take centre stage,

As UK fashion retail enters the second half of 2025, a wave of cautious optimism is reshaping the sector’s strategy, marked by a clear shift from transactional quick wins to deeper consumer engagement. According to American Express’s latest annual study of 500 senior retail executives, 82 percent of UK retailers plan to grow their business in...

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Business

Poor performance: Fashion brands lag behind in digital UX

Fashion brands may dominate the cultural zeitgeist and social media feeds, but they are falling short where it increasingly matters: online performance. According to new data from brand communications agency Warbox, the fashion sector has the lowest average website performance score of any UK industry—underscoring a critical gap between brand...

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Retail|INTERVIEW

Why scent marketing in fashion stores leaves you wanting more

A subtle fresh scent that makes customers linger in a fashion store longer or strange food or even sweat odours in the store? A choice that’s quite easily made, you might say. The effect of scent, in general but also in retail, is often underestimated, yet it has a powerful impact. That's why FashionUnited speaks with Transduce about the...

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Retail

Endless Aisle technology helps retailers reach new level of customer satisfaction

Contrary to predictions, the e-commerce boom brought about by the pandemic did not kill brick and mortar stores. In fact it has become clear that physical stores play a critical role in the customer’s shopping journey which experts attribute to the social value of a store, and to the sensory satisfaction of touching and trying garments...

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Retail

The retail store of tomorrow will be staffed with avatars, robots and holograms

Physical stores will soon employ less humans but offer better customer experience. So say innovation leaders in the retail technology space. While this might be an answer to the staff shortages and worker strikes plaguing businesses post-pandemic what will it mean for the average shopper? “Avatarizing service people” is how Germany-based...

Fashion

Zegna launches customisation tool to enhance customer experience

Italian menswear brand Zegna is looking to rewrite the consumer luxury experience with the launch of its Zegna X digital customisation tool. Zegna has been developing its digital personalisation technology Zegna X for two years to “bridge the gap between physical stores and digital channels” to allow its style advisors to serve customers on a...

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Fashion

The apocalypse is over, prepare for the retail renaissance

The retail apocalypse which dominated headlines just a year ago has become a retail resurgence, according to Nikki Baird, Head of Strategy at Aptos. “Never before have we seen such an emphasis on the store and what it can really bring in terms of operational efficiency, customer engagement, upselling," she tells FashionUnited. "It’s an exciting...

Retail

How employee experience impacts customer experience?

It starts with a need for something new for your wardrobe. A customer might have an event coming up, just got a new job, or is just in the mood for some new clothes. Maybe they don’t have the time or patience for online shopping, but that’s where good old brick-and-mortar stores come in. Upon arrival at a store, a customer is typically greeted...

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Retail|OPINION

Window shopping on the decline in the post-Covid era

With the threat of second wave of the pandemic looming and increased Government restrictions disrupting footfall on the high street, the immediate future of fashion retail is uncertain. The brands that succeed in these trying times will be those that place as much emphasis on customer experience online as they do in their bricks and mortar...

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Retail|INTERVIEW

Paris Retail Week showcases 600 companies reshaping future retail trends

Europe's biggest retail fair Paris Retail Week kicks off today. FashionUnited spoke with its CEO Arnaud Gallet about the major challenges that lie ahead for the fashion retail sector. Does in-store shopping still have a place in the fashion industry in the digital age? Arnaud Gallet: Yes. More than ever and especially with fashion, which by its...

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Fashion |INTERVIEW

Yun eyewear: minimalist design of the future

Designer Jiyoon Yun's shop on Rosenthaler Strasse in Berlin is a feast for the eyes in two ways. On the one hand, at Yun’s, glasses are available to fill any prescription and desire (sunglasses, anti blue light glasses, glasses that are so nicely minimalist that one would even wear them with perfectly fine eyes), and on the other, there is a...

Design

Retailers target improved customer engagement

Enhancing the customer experience in-store by improving engagement and offering a more tailored proposition to each shopper is the target for retailers around the globe as the store fights to boost its relevance in a multi-channel environment. Speaking at Wincor World 2012 in Germany this week John Osborne, general manager for research and...