https://www.customerexperiencedive.com/news/all-hoteliers-use-ai-experiences-human-led-mews/820987/
Nearly all hoteliers use AI, but some experiences should be human-led: Mews | CX Dive
As more hoteliers embrace artificial intelligence, revenue is emerging as their next priority, ahead of efficiency or cost reduction, per a new survey.
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https://www.customerexperiencedive.com/news/united-record-monthly-nps-flight-disruptions/810147/
United reports record monthly NPS in November despite flight disruptions | CX Dive
The high NPS score despite industrywide turbulence following the government shutdown “is a testament to our customer focus,” President Brett Hart said during...
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https://www.customerexperiencedive.com/news/walmart-adds-affirm-buy-now-pay-later-self-checkout/703152/
Walmart adds Affirm’s buy now, pay later option to self-checkout | CX Dive
In an expanded partnership between the two companies, Walmart is adding a BNPL option to checkout kiosks at most stores.
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https://www.customerexperiencedive.com/news/leaders-consumers-different-loyalty/761418/
Why leaders and consumers have different ideas about loyalty | CX Dive
Leaders measure loyalty using metrics of control while customers see it in emotional terms, according to PwC’s George Korizis.
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https://www.customerexperiencedive.com/news/starbucks-customers-loyalty-program/810773/
Starbucks sees customers outside of its loyalty program as vital, too | CX Dive
The company recorded increases for both Starbucks Rewards and non-Rewards transactions for the first time in years as loyalty membership reached a record high.
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https://www.customerexperiencedive.com/news/grocery-outlet-app-coupons-discounts/728353/
A closer look at Grocery Outlet’s unique shopping app | CX Dive
Unlike other retailers’ omnichannel apps, the discount grocer’s one focuses on personalized savings and in-person shopping.
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https://www.customerexperiencedive.com/news/customer-relations-brand-loyalty/728339/
Brand BFFs: How building strong bonds with customers pays off | CX Dive
Genuine relationships matter. Research shows emotionally connected customers are twice as valuable as highly satisfied customers.
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https://www.customerexperiencedive.com/news/williams-sonoma-ai-assistants-drive-customer-engagement-and-conversions/828880/
Williams-Sonoma AI assistants drive customer engagement — and conversions | CX Dive
Customers who use Olive, Williams Sonoma’s AI agent, convert at three times a higher rate than those who do not.
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https://www.customerexperiencedive.com/news/grubhub-dine-in-rewards-the-drop-ceo-howard-migdal/831794/
Grubhub tests rewards to boost dine-in traffic in NYC, Chicago | CX Dive
Customers will be able to choose from three personalized weekly rewards to use at partner restaurants and then receive Grubhub credits.
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https://www.customerexperiencedive.com/news/ulta-beautys-45-million-loyalty-personalization/749459/
Ulta’s 45 million loyalty members will drive its personalization plans | CX Dive
The retailer is focusing on elements it can control, including CX, to help it fend off competitors in the beauty space.
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https://www.customerexperiencedive.com/news/upselling-boost-sales-customer-regret-distrust/811131/
Does upselling boost sales or lead to customer regret and distrust? | CX Dive
“Upselling only helps the business when it helps the customer maintain confidence and control,” EY’s Patricia Camden said.
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https://www.customerexperiencedive.com/spons/when-ai-deployments-struggle-and-how-to-get-them-back-on-track/812936/
When AI deployments struggle — and how to get them back on track | CX Dive
Most AI support deployments don’t fail because of the technology — but how they’re rolled out.
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https://www.ciodive.com/news/Twilio-Voice-Intelligence-generative-AI-customer-experience/691644/
Twilio taps AI to boost CX in calls | CIO Dive
The Voice Intelligence tool will record and analyze the content of a call in real-time and can automatically redact personally identifiable information.
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