The Latest

  • Nordstrom app
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    Retrieved from Nordstrom on November 13, 2024
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    Nordstrom leverages generative AI for holiday app refresh

    Among the new app features are trend reports, which blend the expertise of Nordstrom stylists with AI to deliver relevant trends. 

  • Church's Chicken restaurant exterior
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    Courtesy of Church's Chicken
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    Why Church’s launched a loyalty program for its value-seeking customers

    Church’s Texas Chicken is one of a growing number of companies that have launched or revamped loyalty programs with a focus on sourcing more value for members. 

  • A man stands in front of two self-order kiosks at Bojangles.
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    Permission granted by Grubbrr/Bojangles
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    Bojangles to install ordering kiosks across its system

    The chicken chain said its pilot of the Grubbrr technology had high adoption rates and helped increase throughput.

  • A phone featuring the Facebook and Instagram apps.
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    Kenneth Cheung via Getty Images
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    How consumers are using social media for holiday customer service

    Facebook is the most common platform for customers contacting brands through social media, with Gen Z leaning toward Instagram.

  • A person sits in front of a computer online shopping while a Christmas lights are in the background.
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    Anchiy via Getty Images
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    Retailers confront trust issues as generative AI becomes commonplace

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

    Updated Nov. 18, 2024
  • A rendering of a Subway restaurant with tables and green walls.
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    Courtesy of Subway
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    Subway’s newest design focuses on improving the dining room experience

    During concept testing, guests said the Fresh Forward 2.0 image, which includes warmer wood tones and improved lighting, increased their chances of eating inside a Subway.

  • airlines antitrust Alaska Air Group
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    Stephen Brashear via Getty Images
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    Alaska Airlines names digital, guest experience leaders

    The airline appointed the CX executives as it looks to deepen its value following its acquisition of Hawaiian Airlines in September.

  • Donald Trump gestures while speaking into a microphone, with blue and white text blurred in the background.
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    Chip Somodevilla / Staff via Getty Images
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    What CX experts are watching in Trump’s second term

    The president-elect promised to shake up the status quo, reshape the federal government and pursue economic policies with wide-ranging implications for business and consumers alike.

  • A self-checkout station at a Metropolitan Market store in Mercer Island, Washington.
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    Jeff Wells/CX Dive
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    How retailers are making it harder to shop, just in time for the holidays

    Thwarting customers, in stores or online, isn’t any way to make a sale.

  • An image of a Cava logo
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    Mario Tama via Getty Images
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    Cava emphasizes people over technology in its CX upgrades

    The company is rolling out tech designed to speed up order accuracy and fulfillment on the backend so workers can handle customer-facing interactions.

  • A tourist stands on the National Mall with the U.S. Capitol in the distance.
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    Chip Somodevilla via Getty Images
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    Satisfaction with federal government services climbs to 7-year high

    The growth in satisfaction scores is the result of a yearslong effort to improve citizens’ experiences when accessing federal government services.

  • A Guitar Center signage hangs outside a storefront against a blue sky backdrop
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    The image by JeepersMedia is licensed under CC BY 2.0
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    CEOs say personalization is the key to success in music retail

    The leaders of two of America’s top musical instrument retailers, Guitar Center and Sweetwater, say guiding customers through product discovery is key to sustaining sales momentum.

  • Outside storefront image of The Home Depot
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    Courtesy of The Home Depot
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    Home Depot caters to professional contractors with CX role

    The home improvement retailer created a professional customer-focused manager position for stores and increased the variety of products available for faster delivery.

  • The outside of the Eventbrite headquarters.
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    Michael Vi via Getty Images
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    Eventbrite upgrades customer support as revenue dips

    CEO Julia Hartz expects an improved app experience to drive greater demand for business customers’ events.

  • A hand holds a smartphone with Sweetgreen's loyalty program on the screen
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    Permission granted by Sweetgreen
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    Sweetgreen to launch points-based loyalty program

    The chain is shifting its approach after customers found its tiered program, which includes a free and paid subscription, was too complicated.

  • AIrbnb logo displayed on a phone
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    Carl Court via Getty Images
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    Airbnb credits app upgrades, supply quality for bookings and NPS growth

    The company cut 300,000 listings from its platform that didn’t meet customer expectations and introduced Guest Favorites in an effort to drive quality.

  • Locked up merchandise at a grocery store.
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    Edwin Lopez/CX Dive
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    Locked-up products give shoppers cold feet, study finds

    A Numerator study found 27% of shoppers will switch retailers or abandon their purchase altogether when merchandise is locked up.

  • Male and female maintenance engineers examining data on digital tablet in a server room.
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    South_agency via Getty Images
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    How synthetic data might shape consumer research

    Market research teams expect artificially generated data designed to mimic real-world information to grow in importance, a Qualtrics survey found.

  • The outside of the Expedia Group headquarters.
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    JHVEPhoto via Getty Images
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    Expedia Group boosts app user experience, loyalty offerings

    The travel booking app now uses AI to summarize reviews and offer customers detailed property information.

  • An image of a Taco Bell restaurant.
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    Ethan Miller via Getty Images
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    Taco Bell puts AI front-and-center in drive-thru strategy

    The restaurant brand’s AI investments aim to improve drive-thru ordering and improve scheduling practices.

  • FTC antitrust law
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    Chip Somodevilla via Getty Images
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    FTC orders Sitejabber to stop misleading customers with reviews

    The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.

  • A Lowe's storefront with the company's blue and white signage
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    Nate Delesline III/CX Dive
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    Lowe’s bulks up loyalty benefits with personalized tools and advice

    The tool, which includes articles and videos on common repair tasks, is aimed at improving the post-purchase experience for DIY homeowners.

  • Amazon's virtual holiday shop.
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    Courtesy of Amazon
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    Amazon debuts virtual holiday shop

    The immersive 3D shopping experience includes music, animations and a guided journey to help with product discovery.

  • AI robots type on computers in office setting.
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    PhonlamaiPhoto via Getty Images
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    28% of workers fear AI will diminish or replace their role: survey

    It’s a stressful time for workers, who also report challenges such as increased burnout and declining mental health, Grant Thornton found.

  • A bride tries on a dress at a store.
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    Anchiy via Getty Images
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    David’s Bridal turns brides into influencers through its loyalty program

    The wedding retailer brings in customer feedback to design a loyalty program that doesn’t just build relationships with brides, but guests, too.