The Latest

  • Team of business people discuss data analytics in a conference room.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Digital experience shortfalls, proof of ROI remain major concerns

    Nearly all leaders agree that digital experience orchestration is essential to their strategy, but most say they are not equipped to deliver it at scale, a Sitecore survey found.

  • Two people sit on a stage for a fireside chat at a conference.
    Image attribution tooltip
    Permission granted by Reuters Events
    Image attribution tooltip

    How Vanguard uses behavioral nudges with its customers

    The firm designed its digital experience for a dual mandate: to create easy and intuitive experiences and encourage better financial decisions.

  • A customer browses a computer in front of a Christmas tree.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Most consumers interacted with AI customer service during holiday shopping

    Consumers’ response to AI and automation is largely positive, but a majority still say humans provide better support, a Liveops survey found.

  • Exterior of a grocery store.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Albertsons launches new offsite shopping capability

    The feature allows online customers to add products, recipes, coupons and offers from media like display ads directly to their digital Albertsons cart. 

  • A man checks his phone as he shops
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Why points-based loyalty programs will rule 2026

    Rising prices are taking a heavy toll on customer loyalty, putting the flexible discounts of points-based programs in the spotlight, experts say.

  • Stressed hispanic man paying for a lot of christmas gifts
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Combating the consumer ‘joy deficit’ this season

    Prices are high, shoppers are stressed out and anxiety-inducing marketing doesn’t help. Here’s what retailers can do instead.

  • A frustrated woman looks at her mobile phone.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Is surveillance pricing ripping off loyal customers?

    If customers thought “that loyalty data were being consumed for that purpose, they would opt out of loyalty,” said Brierley loyalty consultant Don Smith.

  • A person carrying bags with a shopping cart in tow walks past a Wells Fargo ATM at the front exterior of the bank's branch in Miami.
    Image attribution tooltip
    Joe Raedle / Staff via Getty Images
    Image attribution tooltip
    Q&A

    Wells Fargo sees digital boost from branch refurbishments

    The bank plans to renovate branches in Los Angeles, San Francisco and Atlanta in 2026, the lender’s head of branch systems and transformation said.

  • People enter and leave a Costco.
    Image attribution tooltip
    Mario Tama via Getty Images
    Image attribution tooltip

    Scan-and-go, extended hours help Costco enhance its warehouse experience

    The warehouse club is working to strengthen its fundamentals using additions like membership card scanners, CEO Ron Vachris said. “This isn’t about technology for technology’s sake.”

  • In the foreground, there is a black quilted handbag. In the background is a blurred rack of clothing. It appears to be a clothing store.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Could digital product passports transform customer experience?

    Today, customer and product experiences are often separated, but DPPs force “those two worlds to merge,” said Renascence Consulting CEO Aslan Patov.

  • Taco Bell's $5, $7 and $9 luxe boxes. Each combo meal contains several items, a side and a drink.
    Image attribution tooltip
    Courtesy of Taco Bell
    Image attribution tooltip

    Yum Brands: Solo dining, customization are reshaping value strategy

    CMO Ken Muench said the lack of control and predictability in consumers’ lives is pushing diners toward customized experiences — even when that means passing up a deal.

  • A Rent the Runway sign is pictured.
    Image attribution tooltip
    Michael M. Santiago/Getty Images via Getty Images
    Image attribution tooltip

    Rent the Runway’s NPS improvements boost financials

    Net promoter score improvements reflect “a multiyear rebuild of customer trust,” CEO Jennifer Hyman said. The result was a return to positive net income.

  • Alaska Airlines Boeing 737 aircraft at a Seattle-Tacoma Airport
    Image attribution tooltip
    Stephen Brashear via Getty Images
    Image attribution tooltip

    Alaska Airlines works to simplify travel discovery with AI trip planning tool

    The airline, alongside Microsoft, said the tool reduces destination planning time by 75% with personalized travel advice.

  • A cruise ship sails around the Amalfi Coast
    Image attribution tooltip
    Courtesy of 2025 Hilton
    Image attribution tooltip

    Hilton sets sail on loyalty growth with Explora Journeys partnership

    The tie-up is part of the new Hilton Honors Adventures immersive loyalty program extension and will allow members to earn and redeem points on luxury ocean travel.

  • A Chewy website is displayed on a screen in front of a dog.
    Image attribution tooltip
    Joe Raedle via Getty Images
    Image attribution tooltip

    Chewy CEO touts trio of ‘flywheel’ offerings as loyalty grows

    Chewy’s subscription, paid membership program and vet services compound retention and sales growth.

  • Business people in a meeting.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip
    Opinion

    How CX leaders can overcome confirmation bias and build influence

    Confirmation bias about the CX practice can either derail a leader’s early influence or reinforce it. It all depends on how they use the first 100 days.

  • A person in a suit stands on stage surrounded by a large crowd in the stands.
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    Starbucks’ on-premise experience could stave off coffee competitors

    Starbucks CEO Brian Niccol said the chain’s emphasis on a coffeehouse atmosphere would result in consumers choosing the chain over “soulless” options.  

  • People walk in a shopping mall.
    Image attribution tooltip
    Eduardo Munoz Alvarez via Getty Images
    Image attribution tooltip

    When holiday deals cause customer confusion, skepticism

    In an attempt to boost revenue and gain market share, brands often overpromise and underdeliver on holiday promotions.

  • Customers depart a Cracker Barrel storefront
    Image attribution tooltip
    Tim Boyle via Getty Images
    Image attribution tooltip

    Cracker Barrel aims to win back traffic ‘one guest at a time’

    Guest metrics are on the rise for elements like service and experience, CEO Julie Felss Masino said. But the improvements weren’t enough to reverse negative sales and traffic trends

  • A hotel concierge hands a key to a customer at the front desk.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Who is willing to pay for premium experiences?

    Consumers are more willing to splurge on superior experiences when they feel optional or deliver enjoyment, KPMG found.

  • Exterior of grocery store
    Image attribution tooltip
    Courtesy of Coborn's
    Image attribution tooltip

    Coborn’s to implement AI-based pricing system

    The Minnesota-based grocer is adding the new pricing system as it takes steps to expand its footprint and build “differentiated retail experiences.”

  • AI assistant apps icons for OpenAI ChatGPT, Google Gemini and Anthropic Claude. are pictured on a smartphone screen.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Retailers band together to maintain customer relationships as third-party AI grows

    As more consumers turn to third-party AI tools in their shopping journeys, who owns that experience?

  • Stitch Fix
    Image attribution tooltip
    Permission granted by Stitch Fix
    Image attribution tooltip

    Stitch Fix stems active client losses as attention turns to personalization

    Recent launches like Stitch Fix Vision and AI Style Assistant are attracting clients who stay with the company longer and spend more, CEO Matt Baer said.

  • Amazon AI Product Guides on its digital app
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    How Amazon fights counterfeits and fake reviews

    The retail giant is taking a comprehensive approach, proactively removing suspect reviews and bringing counterfeiters and fake review brokers to court.

  • A shopper loads his truck in front of a Kroger.
    Image attribution tooltip
    Brandon Bell / Staff via Getty Images
    Image attribution tooltip

    Kroger targets convenience and flexibility in e-commerce

    The company is investing in digital experiences, including a cart assistant, in pursuit of reaching a profitable e-commerce business next year, executives said on an earnings call.