The Latest

  • the tail and engine of a Jetblue jet airplane with the JetBlue logo
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    Joe Raedle via Getty Images
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    JetBlue grows satisfaction as CX strategy shows signs of success

    Though the airline has yet to return to profitability since the launch of its JetForward turnaround plan, the carrier has seen improvements to NPS.

  • Mobile screenshots of OpenTable's rewards program
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    Permission granted by OpenTable
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    OpenTable relaunches loyalty program

    Diners unlock Gold status after completing six reservations during a 12-month period, gaining access to six-months free of Uber One and priority status for last-minute reservations.

  • Close up of Wayfair storefront.
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    Scott Olson via Getty Images
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    Wayfair invests in AI to power its customer experience push

    The retailer is using the technology in its product image carousels, search engine and contact center operations.

  • People wait in line with baggage at the Delta Airlines check-in counter.
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    David Dee Delgado via Getty Images
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    Delta begins roll out of generative AI-powered virtual assistant

    Delta Concierge is meant to offer customers personalized support, make travel easier and eliminate stress.

  • AI assistant apps icons for OpenAI ChatGPT, Google Gemini and Anthropic Claude. are pictured on a smartphone screen.
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    Getty Images
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    Retailers enter a generative AI feedback loop

    The industry is turning to AI to better understand the technology itself, all with the hope of capturing consumer attention.

  • T-Mobile storefront in San Francisco.
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    Justin Sullivan/Getty Images via Getty Images
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    T-Mobile sets its sights on eliminating the ‘pain’ of signups and upgrades

    Digital tools can make the carrier’s upgrade and signup processes feel “like a transaction you're doing in 2025 rather than in 2002,” COO Srini Gopalan said.

  • Travelers check in at the airport.
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    Justin Sullivan via Getty Images
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    American courts customers with premium experiences

    While main cabin revenue has faltered in recent quarters, premium revenue has grown, and American Airlines is eager to meet the rising demand.

  • Air travelers walk toward a Lyft pickup area at Los Angeles International Airport (LAX) on August 20, 2020 in Los Angeles, California.
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    Mario Tama via Getty Images
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    Lyft adds free loyalty program to its subscription lineup

    The rideshare company has found success with fee-based programs like Lyft Pink but sought to introduce a program without additional costs, CEO David Risher said.

  • A Southwest Airlines airplane taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Getty Images
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    Southwest’s NPS bounces back after elimination of marquee policies

    The airline is turning the corner after a shaky start to its transformation plan that coincided with a dip in travel.  

  • Airbnb on mobile
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    Courtesy of Airbnb
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    Airbnb continues focus on travel experiences with new social features

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

  • Amazon's Help Me Decide tool on a phone.
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    Courtesy of Amazon
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    Amazon’s latest AI tool wants to help you decide between products

    Help Me Decide suggests the right product for a customer’s needs based on their browsing activity, searches, shopping history and preferences.

  • A man stands at a bar checking out.
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    Getty Images
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    Hospitality guests’ No. 1 AI concern: the loss of human touch

    “When consumers express concern about losing the human touch in hospitality, they aren’t rejecting the technology; they’re rejecting cold service,” Reputation’s Liz Carter said.

  • Concert goers, in silhouette, clap along with a guitar player (on stage, far right), as lights cast purple, blue and pink hues.
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    "Misterwives - The Scrapbook Tour / Columbus, OH - LC Pavilion" by Kristopher Perez is licensed under CC BY 2.0
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    Wyndham debuts subscription program in latest loyalty play

    The $95 per year Wyndham Rewards Insider platform offers cost savings “across nearly every aspect of travel,” including entertainment, via a new collaboration with Ticketmaster.

  • A person holds a mobile phone with a screen that has a vest on it.
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    Getty Images
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    The future of AI may be invisible, but it shouldn’t be secret

    The technology can power improved personalization and enhance digital experiences in hidden ways, but consumer trust will be essential for gathering necessary data, according to Capgemini.

  • Person sits on a couch shopping on an iPad next to a Christmas tree.
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    Getty Images
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    Want to make a good impression online this holiday? Be reliable

    The holidays are not the time to test exciting new innovations, experts say, but a good first impression can win customers long term.

  • An app screen showing reservation information.
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    Courtesy of Yelp
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    Yelp adds AI Host and Receptionist to restaurant toolbox

    The customizable solutions can answer diner questions, ask follow-ups and book reservations, reflecting restaurant interest in voice technology.  

  • People in a business meeting planning
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    Getty Images
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    Opinion

    A CX council might just be the key to breaking down silos

    By connecting marketing, digital, operations and service teams, a CX council can ensure that what's promised in one channel is delivered in another.

  • reddit
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    Getty Images
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    Gen Z turns to third-party sites to share their gripes, or praise, of companies

    Even if consumers do share their feedback, younger generations are skeptical businesses will actually use it, a Medallia survey found.

  • Streamer Cody “Clix” Conrod for Cava
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    Courtesy of Cava
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    Cava ties gaming culture to loyalty rewards with Clix collaboration

    A partnership with the pro Fortnite player centers on a Cava Pass Challenge that looks to drive more people to the chain’s newly revamped loyalty program.

  • The Bilt loyalty program showing its Gopuff feature on a phone.
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    Courtesy of Bilt
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    Bilt partners with Gopuff, lets members earn or redeem points with delivery orders

    The rental property loyalty program’s newest partner joins a slate of existing ones, including Amazon, United Airlines and Hilton.

  • A person sits in front of a computer online shopping while a Christmas lights are in the background.
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    Getty Images
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    Consumers embrace AI for research, but few have allowed it to make purchases

    Customers are worrying over payment security, privacy and potential mistakes with autonomous AI purchases, a Riskified survey found.

  • A over the shoulder shot of woman using smartphone with Two-Factor Authentication security while logging to laptop.
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    Getty Images
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    AI-fueled fraud is eroding consumer trust in brands

    Companies that safeguard data privacy will gain an advantage over their competitors, according to a report by Ping Identity.

  • An orange background with simulated phone screens showing how Philz Coffee's loyalty system works.
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    Courtesy of Philz Coffee
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    Philz Coffee launches points-based loyalty program

    Fresh off its acquisition by Freeman Spogli, the coffee brand is adding a new system meant to reward frequency and deepen consumer connections.

  • A man holds a black cell phone.
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    Getty Images
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    FanDuel rolls out a casino loyalty program

    Members in the second tier and higher earn a portion of their net loss, the difference between what they won and lost with real money wagers, in the form of bonus casino credit.

  • Travelers check in at the airport.
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    Scott Olson via Getty Images
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    United is focused on winning brand loyal customers

    The airline is investing over $1 billion annually in customer product enhancements across all cabins and classes of service, CEO Scott Kirby said.