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Why retailers view CX as a ‘nice-to-have’ rather than a core driver of revenue

Inside Retail

Example: A national fashion retailer implemented a new in-store appointment system to reduce wait times for personal styling. Example: A specialty grocer rolled out 25 different CX improvements in a year, from mobile checkout to AI-powered recommendations. Despite heavy investment, customer retention hardly improved.

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Forget omnichannel, it’s all about unified commerce

Inside Retail

French retailer Carrefour had ambitions to grow its e-commerce sales amid digital-native grocers but was struggling with digital assets that were managed separately, which impeded making changes at scale. Gaining visibility Another example of the benefits seen with a unified commerce platform is fashion retailer Eileen Fisher.

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10 retailers revamping their store estates

Retail Gazette

Waitrose The upmarket grocer revealed earlier this year it was spending a whopping near £1bn into upgrading its stores. The retailer revamped its Horsham store last year as it looked to test a series of new concepts and services to become a one stop destination for fashion, beauty, tech and home design.

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How Malaysian department store Pavilion is connecting with customers

Inside Retail

per cent (RM95 billion in total retail sales), and all retail sub-sectors such as fashion, department stores and grocery are expected to rebound. This means stores providing and recommending what the customer needs, when they need it, with the power of data and AI.

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In pictures: The 12 best store openings of 2024

Retail Gazette

H&M, Westfield Stratford H&M reopened the doors to its Westfield Stratford store in November, showcasing a brand new “innovative” technology-centric concept. The Scandi fashion giant created an elevated shopping experience in the revamped space, which offers a curated selection of its fashion, beauty, and home collections.

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