Richard Hammond, CEO of Uncrowd and fellow retail author, joins Natalie to explore the differences in US and UK grocery retailing. Why have British retailers failed to crack the American market? When is it ok to have friction? Automation - how can retailers balance customer satisfaction and operational efficiencies? And what is the risk of deprioritizing CX investment in the current climate?  Listen to the end to hear Richard's own experience of being stuck in self-checkout jail. 🙂 Connect with Richard: LinkedIn Twitter Uncrowd Richard's books: Friction/Reward: Be your customer's first choice Smart Retail: Winning Ideas and Strategies from the Most Successful Retailers in the World  

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