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Innovating as customer expectations change: M&S, Pets at Home, Quiz, Gatwick Airport and Worldpay

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In today’s InternetRetailing newsletter, the focus is on innovation. We’re examining the way that retailers are looking anew at the service they offer, and at how they offer it in order to give customers with changing demands the kind of experience that they want. We’re also looking at new and emerging technologies, and at how their direction of travel is changing.

We’re reporting on how both Worldpay and Gatwick Airport are using augmented and virtual reality to deliver new service that resonates in a retail context, and how retailers such as Pets at Home, Marks & Spencer and Quiz are devising new retail strategies that give customers what they want. And we take a look at emojis – do they work in email subject lines?

Today’s guest comment comes from Jennifer Ibe of Summit on the power of testimonials.


Find out more about upcoming InternetRetailing webinars and register for free on the InternetRetailing webinar page. You can also catch up with past webinars on the page: recent sessions have come from IBM Watson on using AI to improve the customer experience, and from SmartFocus and The Entertainer on using social to reach digital customers.

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