The Latest

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    When holiday deals cause customer confusion, skepticism

    In an attempt to boost revenue and gain market share, brands often overpromise and underdeliver on holiday promotions.

  • A hotel concierge hands a key to a customer at the front desk.
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    Who is willing to pay for premium experiences?

    Consumers are more willing to splurge on superior experiences when they feel optional or deliver enjoyment, KPMG found.

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    Courtesy of Coborn's
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    Coborn’s to implement AI-based pricing system

    The Minnesota-based grocer is adding the new pricing system as it takes steps to expand its footprint and build “differentiated retail experiences.”

  • AI assistant apps icons for OpenAI ChatGPT, Google Gemini and Anthropic Claude. are pictured on a smartphone screen.
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    Retailers band together to maintain customer relationships as third-party AI grows

    As more consumers turn to third-party AI tools in their shopping journeys, who owns that experience?

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    Stitch Fix stems active client losses as attention turns to personalization

    Recent launches like Stitch Fix Vision and AI Style Assistant are attracting clients who stay with the company longer and spend more, CEO Matt Baer said.

  • Amazon AI Product Guides on its digital app
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    Courtesy of Amazon
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    How Amazon fights counterfeits and fake reviews

    The retail giant is taking a comprehensive approach, proactively removing suspect reviews and bringing counterfeiters and fake review brokers to court.

  • A shopper loads his truck in front of a Kroger.
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    Brandon Bell / Staff via Getty Images
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    Kroger targets convenience and flexibility in e-commerce

    The company is investing in digital experiences, including a cart assistant, in pursuit of reaching a profitable e-commerce business next year, executives said on an earnings call.

  • The exterior of an Ashley store.
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    Courtesy of Ashley
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    Ashley offers AI-powered shopping experience

    The partnership with Perplexity and PayPal allows customers to ask for product recommendations, add items to cart and complete payment in a single step.

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    William Thomas Cain / Stringer via Getty Images
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    How widespread are AI-caused job cuts?

    Businesses from Atlassian to Salesforce have laid off customer service workers in recent months, pointing to the efficiencies gained by AI.

  • A Subway restaurant interior with white and green countertops and digital menu boards.
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    Courtesy of Subway
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    Subway resurrects Sub Club after 20 years

    Consumers who buy three footlong sandwiches earn a fourth one free, offering a major discount for value-conscious customers. 

  • A customer walks by an Albertsons store.
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    Albertsons launches agentic AI shopping assistant

    The tool can generate meal plans, reorder frequent purchases and find recipes based on what customers have in their homes, among other features.

  • A Samsung smartphone sits on display at an AT&T store.
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    Brandon Bell via Getty Images
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    Inside Samsung’s investment in a US contact center

    When deciding where to locate a contact center, cost isn’t the only factor.

  • A newer PNC branch is shown, with "PNC" signage on the exterior of the building.
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    Courtesy of PNC
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    PNC wants human-level quality in its digital experience

    The Pittsburgh-based lender aims to launch its new mobile app in the first half of next year, said Alex Overstrom, the super-regional’s head of retail banking.

  • Customers exit a Macy's store.
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    Scott Olson / Staff via Getty Images
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    Macy’s credits store experience with record Q3 NPS

    Investments to in-store customer service helped drive the strongest comparable sales growth in 13 quarters, CEO Tony Spring said.

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    CX has an AI adoption problem, but don’t blame the technology

    “It’s about people,” EY’s Patricia Camden said. “Organizations are adopting AI technically, but they're not enabling it culturally.”

  • Person laying back on a couch with a computer and a credit card shopping.
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    ChatGPT launches shopping research feature

    OpenAI aims to streamline the comparison shopping process as it transforms ChatGPT into an e-commerce destination.

  • A woman shops on her computer in front of a Christmas tree.
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    How AI shaped the Cyber Week experience, for better and for worse

    Brands that honed their tools in advance of the shopping holiday helped customers complete purchases quickly, according to Gartner’s Kassi Socha.

  • Person using AI-generated chatbot
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    Consumers can’t tell the difference between humans and AI

    However, nearly 70% of consumers still prefer speaking with a human, a Twilio survey found.

  • The inside of a hotel room at a Cambria hotel in Nashville.
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    Courtesy of Choice Hotels International
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    The key to hotel guest loyalty? Flexibility and value.

    Choice Hotels VP of Loyalty Nandika Suri shares how evolving traveler demand shaped the hotel company’s latest loyalty program enhancements.

  • A young person sits at a desk in front of a computer while a Christmas tree is in the background.
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    Unclear discounts put a damper on the Black Friday experience

    Many retailers obscured their online promotions, leading to confusing experiences, CI&T’s Melissa Minkow said.

  • Arriving airport passengers wait to board Lyft vehicles.
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    Mario Tama / Staff via Getty Images
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    Lyft’s agentic AI cuts resolution times, adds 24/7 support

    Lyft and the AWS Generative AI Innovation Center built an “intent agent” that helped reduce average resolution time for customer support calls by 87%.

  • The AWS Amazon Web Services pavilion stands are seen at the 2025 Hannover Messe industrial trade fair on March 31, 2025 in Hanover, Germany.
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    Sean Gallup / Staf via Getty Images
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    Amazon Connect launches AI agents capable of autonomous action

    The ability to seamlessly swap AI agents and human representatives is a core part of the offering, Pasquale DeMaio, VP of Amazon Connect, told CX Dive.

  • A picture of the interior of a coffeehouse.
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    Courtesy of Starbucks
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    Starbucks anticipates Gen Z Thanksgiving traffic surge as it revamps its experience

    The chain has spent the past year working to make its on-premise experience more enticing for consumers, and Gen Z is a prime customer cohort with its affinity for coffeehouse experiences.

  • Customers browse at a Best Buy, while an associate stands nearby ready to help.
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    Kamil Krzaczynski via Getty Images
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    Best Buy reports better-than-expected sales as NPS rises

    The company's experience investments — from leveraging AI in the contact center to specialized training for associates — are translating into sales growth.

  • Zoom Video Communications headquarters in San Jose, California.
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    Zoom says its biggest contact center customers want AI

    Nine out of the ten top customer experience deals involved AI solutions, showing that the technology has become a differentiator, CEO Eric Yuan said.