The Latest

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    Can pricing strategies maintain customer loyalty?

    Consumers are seeking value over loyalty and reducing their spending as they feel the pinch of persistent price hikes and economic uncertainty, a Capgemini report found.

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    Joe Raedle via Getty Images
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    Late delivery? Proactive communication can save the experience, study finds

    Brands should own the experience, communicate quickly and offer solutions when the last mile goes wrong, according to Alorica’s Jadah Hawkins.

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    FTC nixes order against AI startup, citing Trump directive

    The FTC had previously alleged that Rytr engaged in an “unfair business practice” by offering a service that was likely to “pollute the marketplace with a glut of fake reviews.”

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    Shoppers embraced AI customer service during holiday rush

    The technology drove 20% of holiday sales, and shoppers chose AI and agentic customer service options more than twice as often as they did in the prior two months, according to Salesforce.

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    6 customer experience trends to watch in 2026

    In the year ahead, CX leaders will face persistent challenges, from economic anxiety to AI transforming support.

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    Kroger launches new discount program

    People enrolled in SNAP, WIC, Medicaid or other similar programs can get a 20% discount on produce and half off the cost of the grocer’s Boost membership program.

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    Courtesy of Amazon
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    Amazon rolls out dedicated website that brings Alexa+ online

    The site can help customers research topics, take action on their behalf, and continue conversations with an Alexa device from where they left off.

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    Why the customer isn’t always right

    As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

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    Returns season is here. What are the best practices for a good experience?

    A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience, experts say.

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    Why inflation, pricing can impact customer experience

    From rising costs to dynamic pricing, prices and how businesses set them shape customers' impressions.

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    How to train CX professionals for AI

    Employees need clear guidance, role-specific training and a “safe space” to practice.

  • An individual interacts with an AI chatbot on a computer screen.
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    3 predictions on how AI will transform CX in 2026

    The technology has advanced rapidly, but will hurdles, from bad data to federal directives, hamper adoption?

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    Justin Sullivan via Getty Images
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    Instacart ends controversial price tests

    The pilot, which allowed some retailers to test charging consumers different prices for the same products, became a public flash point after a Consumer Reports investigation. 

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    Justin Sullivan via Getty Images
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    Instacart to pay $60M in settlement of FTC lawsuit

    The agency alleged that the company misled consumers over delivery promotion fees, made it hard to initiate refunds and did not fully disclose Instacart+ membership trial terms.

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    What CX leaders need to know about AI security

    "If something doesn't go the way the customer wants, the customer is not going to be mad at Zendesk or Qualtrics. They're going to be mad at you,” one expert said.

  • Inside an airport, a passenger stands in front of a screen displaying arrival and departure times. Behind the screen, an American Airlines aircraft on the tarmac can be seen through the window.
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    American Airlines will no longer award loyalty points to basic economy flyers

    The move comes as American’s main cabin revenue has faltered in recent quarters, while premium revenue has grown.

  • A DoorDash delivery worker walks his bike along the road in the Mission neighborhood of San Francisco, California.
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    DoorDash tests AI-powered restaurant discovery app

    The delivery giant’s technology chief said Zesty, now in testing in New York City and the San Francisco Bay Area, improves local restaurant visibility.

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    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.

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    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.

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    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.

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    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. 

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    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.

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    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.

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    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.

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    Joe Raedle / Staff via Getty Images
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    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.