New retail technologies are changing the interplay between customers and retailers - thereby altering the roles of all actors involved. Retail touchpoints have now transformed the traditional dyadic customer-retailer interactions by enabling new actors to interact and co-create the experience. In this study, the authors propose an interaction design model to facilitate the design of customer-retailer interactions aiming to ensure a positive customer experience. The proposed model combines retailers’ and customers’ views and takes into account the transformation of the touchpoints and changes in interactions between different actors within the retail context. The model is based on an extensive literature review and a case study conducted with an Irish retailer. This study contributes to retailing literature by elaborating on a new multi-perspective approach toward customer-retailer interactions.