The Latest

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  Why Shake Shack’s parent company ties employee experience to CX

  Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.

  Strategy

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  4 experts on the role of generative AI in CX

  Verizon and Indeed executives spoke at Qualtrics X4 about using generative AI to supercharge data crunching capabilities and reduce workers’ cognitive load.

  Updated March 26, 2025

  AI & Automation

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  Most consumers care more about human connection than speed, survey finds

  As more businesses deploy self-service options, it’s critical for businesses to offer customers the ability to talk to a human, Five9 finds.

  Technology

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  Zaxbys adds AI cameras to drive-thru

  The technology from Berry AI measures speed of service and line abandonment, which could identify bottlenecks and boost drive-thru times.

  AI & Automation

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  Retailers deploy AI in pursuit of CX gains, loss prevention

  Despite adoption plans, companies are grappling with system integration issues, a lack of training resources and frayed customer trust, according to Everseen.

  Strategy

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  Economic data ‘point to headwinds ahead,’ Conference Board says

  Economists at several organizations have recently warned of trade war risks and forecast slower economic growth this year.

  Strategy

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  Sam’s Club and Chime put people first in their AI implementations

  The companies are balancing automation and the human touch, and they offered insight into how this plays out at the Qualtrics X4 conference.

  AI & Automation

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  Frontier Airlines makes a play for customers upset by Southwest’s bag policy

  “We’ve always had heart. Some airlines are walking away from what travelers love, but we’re running towards it,” CEO Barry Biffle said.

  Loyalty

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  Instacart increases grocery personalization with new AI tech

  The grocery technology company unveiled tools to help better predict customers’ dietary needs and refine product recommendations. 

  Personalization

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  Most executives see the potential of AI for experiences, but many remain wary

  While AI can have a measurable impact on the bottom line, leaders need to embrace significant changes to their governance if they want the full benefit, experts say.

  Strategy

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  Deep Dive

  Can Southwest make investors and its most loyal customers happy?

  The airline has enjoyed unusual brand loyalty. But under activist pressure to shore up profits, Southwest is gambling with what customers love most.

  Updated March 19, 2025

  Strategy

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  How Indeed creates a ‘shared vocabulary’ around customer data

  The vocabulary distills that noisy data into a cohesive narrative that tells the story of who the customer is — and what they need from the company. 

  Strategy

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  Yum Brands, Nvidia will deploy new AI at 500 restaurants

  The restaurant giant is working with the tech company on drive-thru and call-center voice AI, computer vision to analyze operations, and AI analytics at the restaurant level.

  AI & Automation

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  Inside Lowe’s loyalty program revamp

  The retailer spoke to DIY and pro customers to draw insights from their behavior, allowing the unique needs of both customer bases to shine through, Lowe’s head of customer marketing and loyalty said.

  Loyalty

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  Global trust in digital services falls as consumer data privacy concerns grow

  Consumers are skeptical of how brands use their data, and they’re willing to abandon brands if their trust is broken, a Thales survey found.

  Strategy

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  Kroger cuts jobs at 84.51°

  The layoffs at the grocer’s retail analytics subsidiary reflect an effort by the company to “focus on the key priorities that power our go-to-market strategy,” a spokesperson said.

  Loyalty

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  Ulta reexamines in-store basics after losing beauty market share

  The company is revamping its leadership and investing in store and digital CX strategies to help it keep up with an evolving beauty landscape.

  Strategy

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  Bath & Body Works introduces new store design

  Gingham+ features an updated layout, tech and larger aisles as the company caters more to the Gen Z demographic. 

  Strategy

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  Most consumers wouldn’t let AI make purchases on their behalf, study finds

  Shoppers still find AI useful for personalized product recommendations and discovery, according to an Omnisend survey.

  Technology

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  Tariffs trigger ‘horrific’ plunge in consumer sentiment

  Expectations for long-term inflation also soared as tariffs and other Trump administration policies stirred anxiety about a resurgence in price pressures, according to a University of Michigan survey.

  Strategy

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  Google Shopping gets smarter with a suite of AI tools

  Customers can now virtually try on multiple makeup products at once based on beauty trends and draw inspiration from generated AI images.

  AI & Automation

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  Kroger launches e-commerce business unit

  Yael Cosset will head the new team charged with online customer experience as EVP and chief digital officer, the grocer announced last week.

  Strategy

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  Bank credit card experiences fall short, risking loyalty

  Among younger generations, three-quarters are currently indifferent or outright dissatisfied with their card experience, Capgemini Research Institute found.

  Strategy

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  Dollar General turns to experience to further boost sales

  The off-price retailer aims to grow its momentum with friendly in-store experiences and expanded same-day delivery.

  Strategy

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  Brian Niccol’s 6-month update on Starbucks turnaround plan

  The coffee chain’s CEO said investments in store experience are ramping up, but union members say the brand isn’t spending enough on hourly workers.

  Strategy

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