The Latest
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Amazon rolls out AI Shopping Guides for curated product discovery
The guides use product searches to deliver pages filled with relevant product details and suggestions.
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Kroger gives its membership program a streaming boost
The grocery company now lets Kroger Plus members choose between a Disney+, Hulu or ESPN+ subscription.
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Voice technology can drive customer service efficiency, but barriers remain
The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.
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Delta touts CX wins despite revenue hit from CrowdStrike outage
The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.
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Study: Chick-fil-A leads in drive-thru satisfaction, Taco Bell in speed
Intouch Insight’s drive-thru study found across-the-board improvements in chains’ speed. The firm added Raising Cane’s to its ranking for the first time.
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Reviews — and businesses’ responses — build customer trust, study finds
The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.
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Sam’s Club to open location without checkout stations
Shoppers at the digitally focused store, due to open next week in Grapevine, Texas, will need to use the retailer’s Scan & Go app to make purchases.
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Walmart advances AI ambitions with LLM trained on its own data
The retailer’s AI investments include LLMs tailored to its own needs and personalized homepages planned for launch by the end of 2025.
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National beats car rental rivals in customer satisfaction
“National’s high ranking is largely due to its strong level of trust among customers,” J.D. Power’s Azari Jones said.
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Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.
Retailers can cater to holiday shoppers’ needs by offering great experiences for order pickup and in-store browsing alike.
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Instacart adds games, personalized coupons to its smart carts
The new capabilities aim to deliver benefits for brands and retailers while also driving repeated customer use of the technology.
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David’s Bridal wants to be your wedding copilot
The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.
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Front-line managers are struggling to find quality workers for holiday season, Axonify says
Managers are feeling increased burnout going into the holidays, and more than a third have considered quitting during the last two months.
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Are customer success teams starting to stabilize?
Budget and staff cuts rocked SaaS companies for the past two years, but the worst appears to be over for customer success teams, according to a report by ChurnZero and others.
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What’s the winning formula for a loyalty program?
Sephora, PetSmart and Famous Footwear operate loyalty programs that lean into data to meet customers’ interests and preferences.
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Why Whole Foods’ Daily Shops won’t feature Just Walk Out tech
Display movement is “very restricted” when the tech is in use, a Whole Foods executive said during a store tour of the new format.
Updated Oct. 7, 2024 -
Will Google’s updated AI features up the ante for search experiences?
New features enhancing Lens’ ability to search photos and offering a better layout for recipe results could elevate customer expectations for overall search UX.
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How influencers sway consumer purchasing decisions
More consumers are placing their trust in influencers, especially in online communities with niche interests, a Mavely survey found.
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Why in-store customer satisfaction drops during peak periods
Careful management of break times, shift rotations and daily store maintenance can help keep customer satisfaction high throughout the day.
Updated Oct. 4, 2024 -
C-store discounts resonate with loyalty members, fall flat with non-members, report shows
The American Customer Satisfaction Index shows a significant gap between the two consumer groups’ view of sales and promotion frequency.
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Half of global consumers will share personal data for better experiences, study finds
Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.
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Peer-to-peer payments tools lack transparency, consumer group says
Popular peer-to-peer payment services like Zelle should be more upfront with consumers about the ability to ask for money back, Consumer Reports says.
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Sonos has a plan to regain customer trust after app fiasco
Unless it can improve the app experience and win back trust, the executive leadership team will not earn annual bonuses for the current fiscal year.
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Giant Eagle slashing delivery wait times
The regional grocer is expanding its partnership with omnichannel platform Flybuy to reduce wait times for drivers.
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Banks are excited about AI. Their customers aren’t so sure.
To address that, lenders need to be more transparent about AI use and educate customers on the benefits and safeguards involved, analysts said.