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CX Dive provides in-depth journalism and insight into the news and trends impacting the customer experience space.

Investments in store remodels, new fulfillment centers and generative AI will give customers more control over when and how they receive orders.

From change management to adapting digital experience for AI assistants, brands must treat AI deployment holistically.

Generative AI can win over reluctant shoppers by offering personalization or help with finding deals, experts say.

Linda Jojo plans to retire in January. David Kinzelman will assume the role on Oct. 1.

Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.

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Launching a generative AI pilot is easy. Launching the right one, that aligns with your risk tolerance, delivers measurable outcomes, and sets you up to...

“This is about genuinely committing to giving our customers an experience that’s special, unique, edgy, that surprises them, that brings our relationship to...

The company will continue to roll out kitchen equipment and mobile order-focused Chipotlanes to keep order throughput high.

The mass retailer, which cut about 1,000 corporate positions last year, is now putting "significantly" more investment into store labor and hours.

Two-thirds of respondents say they hesitate to contact customer service because they expect long hold times, a Zingly.ai and Dynata survey found.

Customer experience news for industry leaders. Covering customer service, personalization, loyalty, technology and more.

Base membership perks include early access to product drops and a birthday discount, while higher tiers can access exclusive sales and invitations to in-person...

Under the new policy, customers will have to make a purchase if they want to hang out in Starbucks coffee shops or use its bathrooms.

Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth.

The mass e-commerce company — which alleges Comet agents are covertly making purchases for users — is open to third-party agentic commerce, but on its own...

Leaders need to be in touch with customers’ needs to identify the investments that will make the biggest difference in overall outcomes.

Most consumers say they want better discounts, according to a Kobie survey.

CX Dive provides in-depth journalism and insight into the news and trends impacting the customer experience space.

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Available on Uber Eats with grocers like Albertsons and Kroger, the feature can build full grocery baskets using simple text or image prompts.

Only one-quarter of consumers say they prefer AI-powered support, but 71% are somewhat or very satisfied with AI support experiences, according to an Emplifi...

The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.

Geography can consistently skew consumers' survey responses, Ipsos found.

Travelers now have the ability to message each other, reconnect after an activity and see who has already booked an experience they are considering.

The company retained a record number of riders in the quarter, and active riders grew 18% year over year.

Public perception may be a key indicator of brand performance, according to a report from The Harris Poll company QuestBrand.

Customer experience news for industry leaders. Covering customer service, personalization, loyalty, technology and more.

Workshops and demos aim to build loyalty with young homeowners while offering more than the usual browsing experience.

The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis.

The more complex or sensitive the task, the more consumers want to speak to a human or know that a human is in the loop when using AI, a TD Bank survey found.

“We're seeing more customers feeling like they don't really have a choice,” the ACSI’s Forrest Morgeson said.

The retailer is revamping its existing tiered rewards setup through a partnership with AI-powered loyalty solutions company Capillary Technologies.

The retailer saw year-over-year improvements to customer satisfaction scores as it continues to introduce new CX-focused technology to use in store.

Ally maintained an “industry-leading” customer retention rate of 96%, according to its earnings statement.

Consumers will be able to use Intuit apps, like TurboTax, Credit Karma and QuickBooks, directly on ChatGPT.

The CX team had to cut through politics, properly brand its effort and get companywide buy-in, leaders said last week. Efforts are paying off as customer...

Customer satisfaction is on the rise, though CX investments weren’t enough to uplift disappointing sales growth.

The International Olympic Committee uses its customer data platform to engage fans with personalized, relevant content from one Olympics to the next.

JavaScript errors were to blame for the increasing rate of frustrating digital experiences, according to a new Contentsquare study.

The updated loyalty program will target in-restaurant customers and remove friction from the checkout experience, CEO Scott Boatwright said.

Customer experience news for industry leaders. Covering customer service, personalization, loyalty, technology and more.

Loyalty, marketing and technology are central to the specialty retailer’s plan to boost sales.

While Vice President Kamala Harris promises to protect consumers from junk fees and fraud, former President Donald Trump pledges to expand his deregulation...

From customer service chatbot to product discovery enabler, here are some of the roles generative AI has been playing this year.

Having spent the past year working to win back customer trust, the sound company is ready to build on that, rolling out new products and previewing its AI...

Customer experience news for industry leaders. Covering customer service, personalization, loyalty, technology and more.

Andy Jassy believes third-party agents are good at aggregation, but retailers still hold the advantage in customer trust and data.

Leaders need to nail the basics of a great customer experience, including choosing the right technology and leaning on frontline employees for insight.

The hotel company has fueled its loyalty program through partnerships with companies like Uber and Starbucks, CEO Anthony Capuano said.

Longer claim cycles are making it more challenging to maintain quality customer experience, and inadequate digital tools aren't helping, J.D. Power...

Consumers’ response to AI and automation is largely positive, but a majority still say humans provide better support, a Liveops survey found.

Customer experience news for industry leaders. Covering customer service, personalization, loyalty, technology and more.

Brands have built their digital experiences on Google’s search algorithm, but that needs to change as consumer behavior evolves, experts say.

Shoppers seek easy-to-understand benefits that offer cost savings from both branded cards and loyalty programs.

The grocery company topped 44.3 million loyalty members during the quarter after simplifying how customers can earn and redeem points in April.

The technology will power Sparky, the retailer’s customer-facing agent, while helping the retailer better understand and react to shopper needs, Doug...

Banks have an opportunity to build lasting relationships with customers who are looking to their financial institutions for guidance.

The gift retailer has fallen behind with regards to customer expectations and technology changes, according to CEO Adolfo Villagomez.

The tools arrive as companies begin to experiment with generative AI internally ahead of potential customer-facing applications.

The full-service chain has been leaning heavily on AI to manage various elements of its operations to enhance the guest experience.

Christine Russell Fleischer, who was most recently at Infiniti, will take over as VP of customer experience and will report to CEO Timo Resch.

With the vast majority of its revenue coming from known shoppers, Best Buy plans to upgrade its app to better serve its most valuable customers.

While AI can have a measurable impact on the bottom line, leaders need to embrace significant changes to their governance if they want the full benefit,...

The elements will depend on a brand’s customer base, industry and competition. But analysts and loyalty leaders identified commonalities across successful...

Trust is a cornerstone of a good experience, and retailers need to reassure customers that their data is safe during the holidays.

Consumers are tightening their purse strings and prioritizing essentials while cutting back on discretionary goods.

Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

Deeper customer-stylist relationships and improved flexibility fueled a strong quarter, but the retailer still reported year-over-year declines in active...

Customer experience news for industry leaders. Covering customer service, personalization, loyalty, technology and more.

CX Dive provides in-depth journalism and insight into the news and trends impacting the customer experience space.