The Latest
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The customer data stockpile is growing. Here’s how to protect it
Data collection and disposal practices play an important role in building and retaining customer trust.
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J. Jill to elevate customer service in some stores
The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.
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IRS’ Direct File pilot earns high user satisfaction
Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.
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Effective or creepy? How to offer personalization while maintaining trust
Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.
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IHG taps Salesforce’s CRM to standardize customer data profiles
By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.
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Cookies get another stay of execution — but have marketers already moved on?
Marketers shouldn’t cancel their post-cookie plans, especially as Google faces antitrust action, the possibility of a nationwide data privacy law and its own shifting priorities.
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Influencers sway consumers but authenticity loses some clout, study says
Attitudes toward AI creators are mixed, and only 35% of Gen Zers say authenticity is what they care most about from influencers.
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Ally Financial credits CX for high customer retention rates
Ally maintained an “industry-leading” customer retention rate of 96%, according to its earnings statement.
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Chipotle makes order fulfillment, not fancier tech, its top CX focus
Faster order speed is “one of those things that cascades into everything being a lot better,” CEO Brian Niccol said.
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Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale
The wireless provider is tapping AI to help customers get the most out of its MyPlan service and retain customers at risk of dropping their subscriptions.
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How frictionless experiences can grow loyalty
Ease of use stands out as a particularly strong loyalty driver when evaluating a good brand experience, a Mailchimp survey found.
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How Giant Food revamped its loyalty program
Private label is playing a starring role as the East Coast grocer looks to boost engagement with shoppers and demonstrate a commitment to value.
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Albertsons loyalty grows as it pushes ‘customers for life’
The grocery grew its loyalty program 16% during its last quarter and now reaches nearly 40 million members.
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Customer satisfaction with lodging is back to pre-pandemic levels: report
Hilton brands, in particular, came out on top in this year’s American Customer Satisfaction Index Travel Study.
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Medallia’s CEO departs, chairman leads search for replacement
Joe Tyrrell left last week for personal reasons but is still working with Medallia on the CEO transition.
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Companies are asking customer service teams to generate revenue, too
Nearly 9 in 10 leaders are reporting that their teams are expected to deliver more revenue through upselling, cross-selling and customer retention, Salesforce found.
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Walmart removes self-checkout from select stores
The retailer joins other Target, Dollar General and other chains in recalibrating its reliance on self-service and rethinking the checkout experience.
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Amazon introduces shoppable, ad-supported channel to Prime Video, Freevee
The channel leverages Amazon’s “shop the show” technology to enable viewers to easily purchase content seen on their TV screen via a mobile device.
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Why calling customer service has so many ‘speed bumps’
Sometimes pressing “zero” repeatedly or saying “agent” over and over isn’t enough to redirect the line to a live person.
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Amazon defends ‘Just Walk Out’ pullback
The retailer’s grab-and-go technology will be targeted to small stores, while its smart carts will be prevalent in grocery stores, the company said this week.
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HubSpot nixes chief customer officer role following executive departure
HubSpot will not fill the space left by the departure of Rob Giglio, but its sales, marketing and customer success heads will now have a direct line to the CEO.
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Zendesk adds more AI to power chatbots, contact center copilots
In partnership with AWS and Anthropic, Zendesk is adding AI to better support customer inquiries, whether that’s through calls or self-service.
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Q&A
Why JCPenney’s loyalty program is the next step in its $1B turnaround plan
Chief Customer Officer Katie Mullen explained how the retailer's revamped program will deliver value to consumers and boost first-party data reserves.
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United grows NPS despite hit from Boeing groundings
Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.
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Companies aren’t meeting customer expectations for delivery communications
Customers have clear expectations for order updates delivered through their preferred communication channel, but companies are falling short, ShipStation and Retail Economics found.