The Latest

  • Anthropic's Claude AI app icon is seen in the app store on a smartphone screen.
    Image attribution tooltip
    Michael M. Santiago / Staff via Getty Images
    Image attribution tooltip

    What customers consider when using AI to shop

    The vast majority of consumers say it’s important to recognize the seller or merchant and check customer reviews before purchasing, a PSE Consulting survey found.

  • Three young designers using a laptop together at work
    Image attribution tooltip

    Adobe Stock

    Image attribution tooltip
    Sponsored by Twilio

    AI agents need identity controls, just not the ones you’re giving them

    Learn why traditional machine identity isn't enough for AI agents.

  • people checking out at Target
    Image attribution tooltip
    Michael M. Santiago via Getty Images
    Image attribution tooltip

    Target’s CX investments lead to 3-year highs in store metrics

    The retailer’s first quarter results beat expectations, but there is more to be done before Target has “the most delightful shopping experience in retail,” CEO Michael Fiddelke said. 

  • A photograph of a hand holding up a cheeseburger above a white plate. The plate is on a wooden table and there is a blue card on the left that says Wyndham Rewards. On the right there is a paper bag that says Applebee's To-Go.
    Image attribution tooltip
    Courtesy of Applebee's
    Image attribution tooltip

    Applebee’s offers free delivery to Wyndham Rewards members

    The partnership could boost off-premise sales for Applebee’s, which has over 1,100 locations near Wyndham hotels.

  • The outside of a Target store.
    Image attribution tooltip
    Brandon Bell / Staff via Getty Images
    Image attribution tooltip

    Can Target’s small upgrades to carts, bathrooms lead to big wins?

    The retailer's efforts to modernize its experience aim to create durable long-term value for a key demographic: busy families.

  • An associate stocks a shelf at a Home Depot
    Image attribution tooltip
    Brandon Bell / Staff via Getty Images
    Image attribution tooltip

    Home Depot’s dedicated in-store customer support teams drive repeat purchases

    The strategy of separating out distinct merchandising and in-store customer service teams is improving the customer experience, Home Depot’s Ann-Marie Campbell said.

  • open banking CFPB regulations fintechs apps banks
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Fintechs are courting customers away from legacy retail banks

    As customers look to improve their financial health, online-only brands are positioning themselves as the solution with purpose-driven messaging and easy-to-use budgeting and spending tools.

  • A customer on the phone with holiday lights in the background.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Exceptional customer service wins loyalty, but businesses are missing the mark

    Half of consumers say customer service is falling short of expectations, a Verint survey found. Mixed attitudes towards AI in customer support complicate matters.

  • Person searching for images on a laptop
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Shutterstock agrees to pay $35M for subscription practices

    The Federal Trade Commission accused the company of misleading consumers for years about its subscriptions and making it difficult to cancel.

  • Etsy in ChatGPT
    Image attribution tooltip
    Courtesy of Etsy
    Image attribution tooltip

    Etsy deepens AI push with ChatGPT app debut

    The company is also beta-testing a conversational search experience on its own site that is designed to help shoppers find a gift.

  • A person holds a smartphone showing the Starbucks app
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    How 8 brands revamped their loyalty program strategies

    From Starbucks to United Airlines, brands have tweaked or overhauled their rewards schemes to win over customers and keep them coming back.

  • JetBlue regulation Transportation
    Image attribution tooltip
    Mario Tama via Getty Images
    Image attribution tooltip

    JetBlue, United deepen loyalty partnership with reciprocal perks

    TrueBlue and MileagePlus members can now utilize travel benefits like priority boarding regardless of which carrier they fly.

  • Frustrated person talks on mobile phone, sitting on sofa at home.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Customer satisfaction with US business stagnates, despite billions invested: ACSI

    U.S. businesses have poured over $100 billion annually into customer experience since 2013, according to ACSI. Thirteen years later, their satisfaction score is the same.

  • Close-up of young woman hand using smartphone
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    US agentic commerce revenue forecast to reach $1 trillion by 2030

    But even as the technology grows in popularity, the physical shopping experience will remain important, per a new report.

  • Amazon's Alexa for Shopping displayed on several phones.
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    Amazon puts AI front and center with Alexa for Shopping

    More than 300 million customers used Rufus in 2025, according to Amazon. Experts believe Alexa for Shopping’s reach could be even greater.

  • Close-up of teenage friends using mobile phone outdoors.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip
    Opinion

    What CX leaders need to know about Gen Alpha’s influence

    Most companies still design customer experience strategies for a single user moving through a linear path, but that model doesn’t reflect how households now make purchasing decisions.

    Updated May 13, 2026
  • Three phone screens showing Flashfoods' loyalty integration capability
    Image attribution tooltip
    Courtesy of Flashfood
    Image attribution tooltip

    Flashfood launches loyalty integration to offer grocers more shopper insights

    The new capability, which Meijer has already implemented, is the start of the food waste company’s “major technical transformation,” CEO Jordan Schenck said.

  • A customer presses the image of the ChatGPT app on their phone.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    AI referrals make shoppers more likely to either return — or never come back

    Companies need to quickly justify why the AI recommended their brand, Info-Tech Research Group’s Julie Geller said. “If that validation isn’t obvious, confidence drops fast.”

  • Travel booking apps on an Apple iPhone - Booking.com, Expedia, and Trip.com.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Expedia taps AI to enhance customer support, acquire new customers

    AI is handling a rising number of customer service inquiries, and the technology is enabling faster resolution when customers need to speak with human agents.

  • Ace Hardware's AI assistant on a smartphone.
    Image attribution tooltip
    Courtesy of Ace Hardware
    Image attribution tooltip

    Ace Hardware releases AI assistant for store staff

    Hey ARMA gives associates access to product knowledge, project advice and recommendations. 

  • People wait for cars in the Lyft pick-up area at JFK Airport on April 28, 2023 in New York City.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Lyft’s loyalty partnerships are driving customer acquisition and frequency

    More than one-quarter of Lyft’s rides in the first quarter of 2026 were connected to the rideshare company’s partnerships with other brands.

  • Travelers wait to board Greyhound buses.
    Image attribution tooltip
    Kevin Dietsch / Staff via Getty Images
    Image attribution tooltip

    Greyhound is making the bus an experience ahead of the World Cup

    Greyhound improved its on-time rates and connections to public transportation, which have boosted its net promoter score in recent years, Flix North America CEO Kai Boysan said.

  • A photograph of various hamburgers and nuggets from Wendy’s.
    Image attribution tooltip
    Courtesy of Wendy’s
    Image attribution tooltip

    Wendy’s bets order accuracy and clean stores will revive sales

    The chain is prioritizing implementing the customer experience initiatives of its turnaround plan after a 7.8% year-over-year drop in comparable sales.

  • The Airbnb logo is displayed on a computer monitor and cell phone.
    Image attribution tooltip
    Mario Tama / Staff via Getty Images
    Image attribution tooltip

    Airbnb’s AI assistant resolves 40% of customer inquiries

    The travel company’s AI assistant is resolving customer inquiries faster, helping to decrease the cost per booking, CEO Brian Chesky said.

  • A crowd celebrates during Chime's initial public offering at the Nasdaq MarketSite.
    Image attribution tooltip
    Andres Kudacki via Getty Images
    Image attribution tooltip

    How Chime overcame trust challenges when deploying its AI agent

    Customer satisfaction rose after the fintech deployed Jade. “Automation and cost savings don’t need to come at the expense of a great experience,” COO Janelle Sallenave said. 

  • A person holding a smartphone featuring Amazon join the chat.
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    Amazon’s latest AI feature allows shoppers to interact with product summaries

    “Join the chat” enables real-time questions and answers while listening to AI-generated product summaries.