Tag: Retail

Need a Glow-Up? Sephora Will Send a Lyft

Sephora is changing the rules on fast shipping and endless online deals. In a first-of-its-kind partnership with Lyft Media, the beauty giant has launched “Delivered to Beauty,” an activation designed to drive beauty lovers directly to Sephora’s freestanding stores for...

Retail Therapy or Retail Values? Shoppers Are Choosing Sides   

More than one in three U.S. consumers (35%) say they expect to spend more on holiday gifts in 2025 compared to last year, even as nearly half (49%) admit they want to spend as little as possible. This conflicting mindset...

Brand Who? 72% of Shoppers Can’t Spot the Difference Between Store Brands and Big Names

As many as 84% of consumers say store brands are just as good, or better, than national brands. But here’s the kicker: 72% of them couldn’t even tell which was which in a side-by-side test.That’s one of the standout insights...

This Week in CX: Late Payments, Lousy Loyalty, and CX Gold

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the bold, the surprising, and the overdue in customer experience – from Wizz Air’s “pay to stay behind” strategy and the UK’s instant payment...

Text Me, Don’t Email Me: The Retail CX Wake-Up Call

New research from UJET reveals a major shift in what truly influences consumer buying decisions. Hint: it’s neither AI nor a fast reply. It’s not even empathy from human agents. Today, nearly half of consumers (46%) say a mobile-friendly customer...

Your Cheap Designer Dupe Might Be Paying for Organised Crime 

In a startling revelation, a new study from the Transnational Alliance to Combat Illicit Trade (TRACIT) reveals that counterfeit goods are fuelling a massive underground economy in the UK, with everyday consumers unknowingly contributing to a criminal enterprise worth billions.According...

This Week in CX: From Inbox to Espresso — AI Is Taking Over

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how agentic AI like Freshworks’ Freddy is transforming customer service, the rise of AI-written messages and RCS communication, and how companies like Starbucks are...

HSBC UAE Brings Customers into the Decision-Making Process with Online Community

HSBC has spent the last two years getting closer to its customers. Starting in January 2023, the global bank embarked on a massive culture change programme called CARE. The scheme sought to instil customer-centric behaviour in its 45,000 employees, across...

Instacart Turns Pinterest Pins into Purchases with New Retail Media Integration

Instacart and Pinterest are joining forces in a new retail media partnership that will bring shoppers even closer to their favourite items in the moment of inspiration. The collaboration will make Pinterest ads directly shoppable through Instacart, turning discovery into...

AI Knows What You Want to Buy, And Shoppers Are Here for It

A new report by Bloomreach reveals how artificial intelligence is reshaping the way consumers shop online — and it’s making the experience feel more human than ever. Titled How AI Is Teaching Us to Shop Like Humans Again, the report...