The Latest

  • agentic commerce AI fraud liability risk Cameron Fowler Early Warning Services
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    Who is liable when AI shopping goes wrong?

    With consumers beginning to tap AI agents to shop and make payments, the banking industry is increasingly on edge about risks associated with bot traffic inside customers’ accounts.

  • The exterior of a Marriott hotel.
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    Joe Raedle / Staff via Getty Images
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    Marriott focuses on AI, loyalty as tech enhances experiences

    AI is changing how travelers discover travel options, while the Marriott Bonvoy loyalty program deepens the brand’s relationships with guests, CEO Anthony Capuano said.

  • Close up of businessman using a laptop with graphs and charts on a laptop computer.
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    4 customer experience priorities to close out the year

    Q4 can make or break many companies. CX leaders advise brands to look back at what worked and what didn’t, report successes to internal stakeholders and use insights to set budgets.

  • A Jos A Bank store in Peachtree City, Georgia
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    Courtesy of Tailored Brands
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    Jos. A. Bank puts customer experience at the center of new store concept

    The menswear retailer’s new space, which was developed using customer insights, features an area for consultations, fittings and personalized service.

  • Coffee drips into a white ceramic mug emblazoned with the Starbucks logo
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    Courtesy of Starbucks
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    Starbucks puts greater personalization on the menu for 2027

    Service times are on target and stores feel warmer, CEO Brian Niccol said. Now, executives see opportunities to elevate the app and drive-thru experiences with personalization and AI.

  • A T-Mobile sign over a Washington D.C. store on Aug. 24, 2023
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    Anna Moneymaker via Getty Images
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    T-Mobile pursues frictionless, flexible CX with new rate plans

    After a strong quarter, T-Mobile emphasizes customer centricity and flexibility with its new Mix plan to drive “differentiation in terms of the way we deliver value,” CEO Srini Gopalan said.

  • A photograph of a brick building with a red sign and white letters that says Chipotle.
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    Spencer Platt via Getty Images
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    Chipotle Rewards drives a record share of loyalty sales

    Membership reached more than 24 million customers, and they accounted for one-third of the restaurant chain’s sales in the third quarter of 2026, CEO Scott Boatwright said. 

  • Visa Mastercard interchange fee litigation merchants Brooklyn federal court Walmart
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    FTC orders Target, Walmart to provide details in personalized pricing inquiry

    The agency sent the order to nine companies to examine how personal data is being used, even through loyalty programs, to potentially alter price tags.

  • The exterior of Nespresso store.
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    Why Nespresso brought its loyalty program back from dormancy

    The coffee brand rebuilt its 2000s-era loyalty program for the modern day with an emphasis on community and personalization, Nespresso North America CEO Jean-Christophe Jaunin said.

  • Visa Mastercard interchange fee litigation merchants Brooklyn federal court Walmart
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    Walmart welcomes external AI agents — with some guardrails

    The mass retailer is focused on transparency and customer control with a new AI agent profile feature and updated agent terms.

  • People with luggage enter an airport below a Frontier sign.
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    Scott Olson via Getty Images
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    Frontier grows loyalty program revenue 37%

    The airline reported record revenue, but still widened its net loss due to rising fuel prices. It’s now looking to loyalty and premium experiences for sustainable growth. 

  • A Dollar General sign and brick storefront on a cloudy day with the company's signature black on yellow logo
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    Permission granted by Dollar General
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    Dollar General sued by FTC over ‘deceptive pricing practices’

    The agency, along with 20 states, allege that customers are charged more at the register than prices displayed on tags and in ads.

  • the tail and engine of a Jetblue jet airplane with the JetBlue logo
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    Joe Raedle via Getty Images
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    JetBlue’s first class meets pent-up demand for premium experiences

    The airline expects BlueFirst to deliver nearly 5 percentage points of revenue per available seat mile improvement, according to CEO Joanna Geraghty.

  • A sign is posted in front of a Hilton hotel on July 23, 2025 in San Francisco, California.
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    Justin Sullivan via Getty Images
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    Hilton expects agentic AI to simplify the hotel customer experience

    The hotel is investing in its tech stack as it prepares for agentic AI to drive better customer experiences while reducing costs for the business, President and CEO Chris Nassetta said.

  • Customers move through a crowded department store with holiday decorations.
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    Jeenah Moon / Stringer via Getty Images
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    Consumers want to feel the holiday spirit. Store CX can help.

    Minimizing fuss, helping customers keep their holiday traditions alive and righting any problems that come up will be key goals for store CX this year.

  • Albertsons store
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    Courtesy of Albertsons
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    Albertsons launches new subscription program

    Albertsons for U+, which replaces FreshPass, costs less and bundles existing loyalty membership benefits with unlimited delivery and pickup services.

  • A man stands in front of Costco exterior, in the parking lot
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    Scott Olson via Getty Images
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    Why 10 companies have best-in-class store experiences

    Top retailers, including Costco, H-E-B and Fleet Feet, offer memorable journeys, design around local interests and provide expert associate support, a ChangeUp survey found.

  • The outside of a Verizon store as people walk by.
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    Courtesy of Verizon
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    Verizon’s customer-first transformation ‘takes root,’ CEO says

    Dan Schulman charted a customer-first course when he joined as CEO last year. It’s paying off, he says, with a 820% year-over-year increase in wireless net additions and lower churn.

  • A laptop screen shows flags from multiple countries.
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    When translations don’t feel natural, customers walk away

    Brands usually get translation right, Liferay’s Yotam Levy said. “The problem is they don't necessarily do a great job of localization.”

  • A couple interacts with hotel staff
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    Courtesy of Hilton
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    Hilton offers loyalty members option to pay with points during digital checkout

    Pay with Points allows Hilton Honors members to apply loyalty points toward their bill during digital checkout, a first for a major hotel brand, Hilton said.

  • Travelers walk through an airport. The window behind them show Southwest Airlines airplanes sitting on the tarmac.
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    Anna Moneymaker via Getty Images
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    Southwest sets its sights on improving loyalty revenue

    The carrier’s bevy of loyalty advancements — from overhauling Rapid Rewards to adding international travel partners — are aimed at strengthening the airline’s value proposition.

  • Telecom network above a city
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    Comcast touts customer service contact rates down 20% this year

    As part of its efforts to simplify customer interactions, Comcast has eliminated more than 30 million service interactions so far in 2026, executives said on an earnings call.

  • A sign outside of an AT&T store.
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    Justin Sullivan / Staff via Getty Images
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    AT&T pursues ‘sticky and high lifetime value’ customers

    The carrier is courting converged customers by “removing friction for consumers” and “constructing plans built around simplicity, transparent value, and convergence,” CEO John Stankey said.

  • An American Airlines plane lands
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    Joe Raedle via Getty Images
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    American Airlines confident in CX, premium investments despite the toll of fuel costs

    A massive spike in fuel prices led to a net loss in Q3 2026, but loyalty program growth was strong and premium revenue continued to outperform main cabin, executives said.

  • Abstract trading chart with big data and infographics. 3D Fintech concept background with glowing candle chart
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    Siloed data remains key barrier to seamless customer experiences

    Knocking down silos can help brands develop a more complete picture of their customers and form the necessary basis for new tech rollouts.