Customer Experience

  • Singapore Traditional Retail Not Dead, Just Lacking Imagination

    Traditional retail has been on a dismal track in Singapore, with stores closing and global brands leaving the market, but the challenge may lie in how retailers really are engaging their customers and if they are tapping the right tools to do so.

    At RetailTechNews’ inaugural RetailTechSummit held in Singapore, panellists debated the state of retail in markets such as Singapore, where the likes of Banana Republic, Gap, and American Eagle Outfitters shuttered their physical outlets early this year [...]

  • Retailers Must Get to Grips with Augmented Reality, or Risk Falling Behind Their Competitors

    With the global market anticipated to grow to USD$198bn (£149bn) by 2025, it’s clear that augmented reality is far from another marketing fad. Recent developments – such as the launches of Apple’s ARKit2, Google Lens, and ARCore – mean that augmented reality experiences have never been more accessible for both consumers and brands alike. In this piece for RetailTechNews, Jeremy Pounder (pictured below), futures director, Mindshare UK tells us how, for retail, an industry in the throes of change, the [...]


  • Weekly Focus: Grab Introduces Grocery Delivery Service & Opens Platform for Third-Party Services

    This week, ride-sharing operator Grab has further expanded its offerings to include grocery delivery as well as unveiled a suite of APIs (application programming interfaces) to allow other companies to integrate their services with Grab’s platform.

    The grocery service, called GrabFresh, is delivered through a partnership with Southeast Asian grocery delivery provider, HappyFresh, offering a range of more than 100,000 products from 50 supermarket and speciality grocery chains.

    Orders will be fulfilled by GrabExpress drivers and delivery partners, which can be [...]

  • APAC Retail Platforms Seek Deeper Partnerships as Data Role Widens

    With the role of data increasingly important, and access closely guarded, Asia-Pacific e-commerce platforms and retailers want deeper partnerships where there are mutual benefits.

    For online marketplaces, forming relationships with suppliers already is a top focus to ensure customers have a wide range of options, according to Jean Thomas, marketing director at Singapore-based e-grocer RedMart.

    Consumers would want to be able to choose from as many products as possible, so they could shop for everything they needed on one platform. They [...]

  • Getting to Grips with Content Management Systems: Q&A with Lastminute.com

    In this piece, RetailTechNews speaks to Alessandra Di Lorenzo, CCO, media & partnerships, lastminute.com group, to discuss the company’s new content management system (CMS), and the role it can play in helping marketers design their own microsites and web pages. 

    RetailTechNews: Can you explain how the new ContentHUB CMS platform works?

    Alessandra Di Lorenzo: Brands of all shapes and sizes increasingly need to create micro-relevant content at scale that both helps their SEO and supports organic traffic growth.

    This is why we’re really excited to [...]

  • Retailers Struggle with Consistent Omnichannel Experience; Dining Experiences Improved by Tech

    RetailTechNews’ weekly roundup brings you up-to-date research findings from around the world. In this week’s edition: Retailers Struggle with Consistent Omnichannel experience; Dining Experiences Improved by Tech; and Sports Influence exteEds Beyond Kit & Clothes. 

    Retailers Struggle with Consistent Omnichannel experience

    Just 5% of UK consumers say they received a ‘very consistent’ customer experience (CX) when comparing a retailer’s website to its app or shopping in-store, according to a study by PCMS.

    A further 30% said CX was only ‘quite consistent’, indicating that retailers have [...]

  • Why Today’s ‘Connected Customers’ Expect More Than Ever

    In this piece, Anil Gandharve, senior vice president and global head of retail, CPG & manufacturing, Mindtree, tells RetailTechNews how today’s connected customers are more demanding than ever before, which is driving innovation amongst retail technology developers and providers.

    Take a quick look, for example, at Salesforce Research’s latest influential State of the Connected Customer report released earlier this summer – a detailed and wide-ranging study that offers considerable insight into, and understanding of, the many ways in which rising customer expectations [...]

  • Microtrips Form Amazon’s In-Store Strategy; AMEX & Amazon Design Credit Card for Small Businesses

    RetailTechNews’ weekly roundup brings you up-to-date research findings from around the world. In this week’s edition: Microtrips Form Amazon’s In-Store Strategy; AMEX & Amazon Design Credit Card for Small Businesses; and Echo Look Reaches the Mainstream.

    Microtrips Form Amazon’s In-Store Strategy

    Microtrips could hold the key to Amazon’s success in brick-and-mortar retail. Microtrips, defined as trips that take less than five minutes, show that, just as Amazon did with its e-commerce site, its in-store retail strategy will focus on convenience. [...]

  • Retailers Prioritise Machine Learning & Voice Search; Funding for Nextail

    RetailTechNews rounds up some of the biggest stories in the European retail technology space. In this week’s edition: Machine Learning & Voice Search High on Retailers To-Do List; Nextail Receives £7.59m Initial Funding; Zalando Expands Tech Hub in Lisbon; and Simility Acquired by PayPal.

    Machine Learning & Voice Search High on Retailers To-Do List

    Transformative technology such as machine learning and voice search are a priority for many retailers, a new study by QueryClick finds. Surveying over 150 CMOs of UK consumer [...]

  • Slumber Shopping; ‘Self-Use’ Gift Cards Are Driving Acquisition

    RetailTechNews’ weekly roundup brings you up-to-date research findings from around the world. In this week’s edition: Slumber Shopping; ‘Self-Use’ Gift Cards Are Driving Acquisition; and Humans Not Machines.

    Slumber Shopping

    Brands are set to benefit from a surge in ‘slumber shopping’ – shopping when we should be sleeping – as soaring temperatures leave us too hot to switch off, according to new data from The Trade Desk.

    This also shows that overnight internet traffic shot up by a fifth (19%) during last [...]