The Latest
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Why friction isn’t always bad for customer experience
Removing every step, delay and decision can leave customers less engaged — and less loyal.
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Brandon Bell via Getty Images
Delta’s simplified rebooking, AI assistant boost NPS
The airline's loyalty program and premium offerings produced strong financial results, while investments in CX reinforced its competitive advantage, executives said.
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Michael M. Santiago via Getty Images
In customer service, third-party generative AI tools are beating brand chatbots
While consumers' use of third-party generative AI tools has doubled in the past year alone, company-provided chatbot usage hasn’t statistically increased since 2022, Gartner found.
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Courtesy of OpenTable
OpenTable introduces hard-to-book tables to its loyalty program
The restaurant-reservation service company’s new experiential benefit may help it move beyond transactional benefits.
Updated July 10, 2026 -
Courtesy of PNC
PNC’s new mobile banking app built on personalization
The Pittsburgh-based bank wanted to debut a customizable app with more features and functionality “without making it heavy,” said Alex Overstrom, the lender’s head of retail banking.
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3 factors diminish consumer trust in digital experiences
Brands are falling short on transparency, perceived intent and human accountability compared to customer expectations, a Sitecore and Ipsos survey found.
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As AI’s role expands, the customer service labor market contracts
Job postings for customer service in the U.S. have dropped about 10% below pre-pandemic levels, according to Indeed Hiring Lab data.
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Photo illustration: Sprouts Farmers Market; Getty Images
Loyalty programs are powerful drivers of repeat visits amid economic uncertainty
More than half of shoppers say they are more likely to sign up for a program during economic uncertainty, LoyaltyLion found.
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Brandon Bell via Getty Images
Home Depot adds 7-Eleven, Jimmy John’s as pro loyalty partners
Every quarter the retailer will refresh its pro loyalty partnership offers, which span four lifestyle and business categories.
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How CX leaders are managing their workforces in an AI era
“If you're saying, ‘I'll just throw AI and humans in there together, it's all going to be fine,’ I think you're looking at it the wrong way,” Talkdesk CMO Neville Letzerich said.
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Courtesy of Choice Hotels International
Hotels tap into experiences as travelers seek maximum value this summer
Consumers are “prioritizing experiences that deliver a strong emotional return,” Priceline's Christina Bennett said.
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Behind the disconnect: how CX leaders view AI projects and results
CX leaders are calling their AI projects a success, but many are hitting roadblocks. What’s the disconnect?
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What customer service loses when it fails on accessibility for deaf customers
Deaf and hard of hearing shoppers represent $175 billion in discretionary spending. However, the customer service experience has failed to evolve to meet their needs.
Updated July 6, 2026 -
Brandon Bell / Staff via Getty Images
What CX leaders should do when a brand dies
The right approach depends on the type of shutdown and whether there's a customer relationship to preserve.
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Mario Tama via Getty Images
Why United Airlines is teaming up with Lyft on loyalty
The partnership demonstrates a key aspect of successful collaborations: Both sides get something specific from the deal, and neither has to worry about the other stealing its customers.
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Courtesy of Stitch Fix
Stitch Fix expands AI image generation to improve personalization
With Stitch Fix Vision, users can now create photos of themselves on demand in recommended outfits.
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Courtesy of Dick's Sporting Goods
Dick’s adds paid loyalty tier for $99 a year
Benefits for ScoreCard+ members include $100 in rewards each year in increments of $25 per quarter.
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Michael M. Santiago via Getty Images
A CX culture is just marketing if there’s no buy-in, experts say
Organizations that confuse slogans for values or fail to punish bad behavior can see their CX efforts fall short, leaders said at a CCW Las Vegas panel.
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Lauren DeCicca via Getty Images
For luxury, the in-store experience still reigns
Some luxury maisons are getting the online experience right, EY's Rachel Daydou said. The key is creating this experience for items that are not available in store.
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4 experts on how to make AI investments worthwhile
Leaders at CCW Las Vegas discussed the challenges of and strategies for cutting through AI hype, from understanding how costs scale to investing with customers in mind.
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Scott Olson via Getty Images
Customers don’t expect tariff refunds. They expect fairness, experts say.
As businesses recoup billions in tariffs ruled illegal, how they communicate the windfall matters more to customers than whether they cut checks.
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Courtesy of J.C. Penney
J.C. Penney, Aéropostale link loyalty programs to cross-pollinate customer bases
Customers who shop at both retailers can earn points to redeem at either one. Both companies are part of the Catalyst Brands portfolio.
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How CX roles are changing because of AI
The needs of technology have created new career opportunities and given CX teams a cross-functional role in the business, leaders said at CCW Las Vegas.
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4 contact center executives on the challenges, and solutions, of implementing AI
As teams grapple with problems from amplified worker fatigue to disconnects with C-suite leaders, AI implementation can be anything but straightforward.
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Sam Silverstein/CX Dive
Kroger lets shoppers redeem loyalty points for grocery savings
The retailer, which will continue to allow customers to use points to defray the cost of gasoline, is making rewards redemption more flexible as it focuses on value under its new CEO.
