The Latest
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How Amazon, Target and Walmart are approaching AI in customer experience
The companies are looking at ways to integrate the technology to support their foundational experiences while exploring the potential of third-party partnerships.
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Intuit, OpenAI launch partnership to provide consumers personalized advice
Consumers will be able to use Intuit apps, like TurboTax, Credit Karma and QuickBooks, directly on ChatGPT.
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Lowe’s virtual assistants boost satisfaction and sales
Customers who engage with Mylow online convert at more than double the rate of those who don’t, providing “clear evidence that AI is simplifying decision-making and driving sales,” CEO Marvin Ellison said.
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Courtesy of Google
Google delivers new AI shopping tools in time for the holidays
The features include price tracking and the ability for AI to call stores to ask if products are in-stock.
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Walmart’s incoming CEO sees AI as a ‘strong enabler’ of its experience
The retailer is building a multimodal experience incorporating voice, text and video on a more relevant and personalized platform, executives said on an earnings call.
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Courtesy of Klarna Group
Klarna says its AI agent is doing the work of 853 employees
The buy now, pay later firm says the technology has saved the company $60 million, though customer service and operations costs are still up year over year.
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Courtesy of Target
Target to launch ChatGPT app with multi-item baskets, fresh food
The mass retailer is deepening its work with OpenAI as consumers continue to turn to generative chatbots for shopping support.
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Daphne Howland/CX Dive
Target updates operations so associates can spend more time with shoppers
Michael Fiddelke is making CX improvements one of the pillars that could help Target return to sales growth as he prepares to take on the CEO role.
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Consumers want to connect with lenders via text, not apps
RCS messaging is gaining momentum and can help financial service providers collect payments, boost consumer engagement and win market share, a recent survey found.
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Home Depot benefits from fast delivery and well-stocked shelves
Customer satisfaction is on the rise, though CX investments weren’t enough to uplift disappointing sales growth.
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Courtesy of Harmons
Why a people-focused grocer brought robots into its stores
Utah independent grocery chain Harmons sees the automated inventory equipment it recently installed from Simbe as a way to build ties with shoppers, CIO Bruce Hatch said in an interview.
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Consumers will pay more for empathy
Many consumers feel companies are failing at empathy, and the growing use of AI in customer service likely isn’t helping, a Zurich survey found.
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Nuuly subscribers can now return items at Urban Outfitters stores
Subscribers to the apparel rental company can see faster processing and instant updates as part of the new service.
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Airlines will not have to compensate customers for flight disruptions
While the Department of Transportation is nixing the proposed rule, consumers' right to a refund or rebooking remain intact.
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Why Papa Murphy’s rebuilt its loyalty program around a single rule
“Every pizza earns points,” Papa Murphy’s Jason Focht said. “It's easy to understand, easy to message and easy to execute across all of our channels, including web apps and in-store.”
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Stagnant customer satisfaction offers warning to business, ACSI says
The latest data indicates inflation may be constricting customer satisfaction, which impacts CX strategy, Watermark Consulting’s Jon Picoult says.
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Courtesy of Unite Here
Front-line workers are more difficult to find, train and retain, study says
Employers’ previous assumptions about how easily essential workers can be hired or replaced have become increasingly unreliable, according to a Josh Bersin report.
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Are your personalization efforts overwhelming customers?
More than one-third of customers have stopped buying from a brand due to excessive messaging, a CSG survey found.
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Albertsons continues to bolster loyalty offerings
All of the grocer’s loyalty program members can now get extended free trials of Uber One, giving them access to free delivery, cashback and more discounts.
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Consumers drawn to AI for help with gift-buying research
Consumers want to read product reviews, and they see AI's ability to summarize many at once as one of its top features, a Mastercard survey found.
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Permission granted by Reuters Events
How Vanguard modernized client experiences
“If you're going to be competing against both very flashy new entrants as well as your major competitors, how are you going to step up to that plate?” Vanguard’s Nathan Zahm said. “And CX was it.”
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Snipes courts Gen Z with a value-focused loyalty program
The program is designed to offer a clear value proposition alongside financial flexibility, according to Snipes U.S. CMO Kelley Walton.
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Permission granted by Target
Target debuts AI holiday gift finder
Shoppers can enter details like age and interests to generate unique recommendations — just one of several tech updates during the season.
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Why Optimum looks to the frontline for customer pain points
“I learn most when I'm in a call center in the Philippines or in India or in Brooklyn than what I hear through a bunch of PowerPoints in the boardroom,” said CCXO Shuvankar Roy.
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Wendy’s CX improvements carve out a bright spot amid weak sales
Experience investments helped company-owned U.S. restaurants same-store sales outperform systemwide sales by 4%.
