Customer Experience

As artificial intelligence makes marketing content faster and easier to produce, retailers face a growing challenge: standing out from competitors. Linda Farha explores why authentic brand stories, human expertise and consistent messaging are becoming increasingly valuable in retail marketing.

Charles de Brabant of McGill University's Bensadoun School of Retail Management argues that as artificial intelligence transforms retail, investing in knowledgeable store teams, personal relationships and consumer trust will become an increasingly important competitive advantage.

New Samsung Canada research finds that 68% of Canadians say technology gives them more to manage. Samsung executive Tarik Akad tells Retail Insider why retailers should reconsider how apps, loyalty programs and digital communications affect the customer experience.

Retail Insider’s Q3 2026 Marketing & Customer Experience report examines retail media, loyalty, brand activations, AI, sponsorship and commerce-linked measurement, showing how Canadian retailers are connecting attention more directly with customer behaviour.

Retail risk is moving beyond merchandise theft as organized crime, violence, cyberattacks, fraud and data failures reshape store operations, customer experience and investment decisions across Canada. Retail Insider’s Q2 2026 report examines the widening mandate for loss prevention.

Air Canada’s Aeroplan and World of Hyatt have announced a comprehensive loyalty partnership, offering members new ways to earn and redeem points. The partnership enables more integrated travel experiences across both platforms, enhancing customer loyalty.

WZMH Architects redesigned the Level 2 washrooms at CF Toronto Eaton Centre, adding capacity, durable materials and a water-inspired interior.

Costco marks 50 years, BodyMods expanding in Calgary, Superstore updates Heritage Meadows store, DUER looks to expand despite tariffs, and other news.

Q1 2026 split Canadian retail into premium worth paying for and value cheap enough to forgive. Here’s who’s winning, who’s exposed, and what to watch next.

Leger’s WOW Index finds in-store experience scores fell in Ontario and edged down in Western Canada, with price and staffing issues leading irritants.

Local farmers manage the vertical farming at the individual grocery stores, where a variety of herbs, microgreens, leafy greens, and lettuces are grown year round.

The industry veteran lays out challenges and opportunities pertaining to last mile deliveries, including the impact of Amazon and other innovators.

Digital coupons provide the opportunity for retailers to leverage digital channels to support promotional efforts.

The future of customer experience isn’t customer experience at all, but is something much broader and richer called holistic experience says expert, Chad Neufeld.