The Latest
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Unhappy consumers will drive the next wave of AI lawsuits
Companies using AI to make decisions or provide guidance can expect pushback when people don’t like how that impacts them, an AI legal specialist says.
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Ulta Beauty has big plans for its personalization efforts in 2025
The company’s strategy includes putting a customer-centric lens on operations and investing in methods that can drive customer lifetime value.
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Starbucks reverses open-door policy as it pursues coffeehouse environment
Under the new policy, customers will have to make a purchase if they want to hang out in Starbucks coffee shops or use its bathrooms.
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Courtesy of Sweetgreen
Sweetgreen CTO shares the chain’s data-focused approach to CX
CTO Wouleta Ayele discussed why she designs experiences by working backwards from an ideal outcome at the National Retail Federation’s Big Show conference.
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Daphne Howland/CX Dive
Sephora to redesign entire North American store fleet
The changes aim to create a shopping experience that showcases the company’s current assortment and allows for store adjustments in the future.
Updated Jan. 15, 2025 -
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Amazon to end Prime Try Before You Buy
AI feature adoption is reducing the need for physical try-ons, the company said.
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Sonos CEO out as company cleans up botched app release
Departing CEO Patrick Spence took ownership for the issues with the Sonos app in past earnings calls, saying his "push for speed backfired."
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Ulta taps Instacart for same-day delivery
Through the partnership, customers can receive beauty products in as little as one hour and earn loyalty points on orders.
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Baskin-Robbins’ new loyalty program aims to balance simplicity and variety
Baskin-Robbins Rewards, which launched in December, aims to make it easy for customers to earn rewards while offering a variety of redemption options.
Updated Jan. 14, 2025 -
Photo Illustration by Drew Angerer via Getty Images
How TikTok Shop is changing the way brands reach customers
As a potential ban looms, brands like Nike and E.l.f. Beauty are leveraging the social media platform to win over Gen Z.
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Delta touts loyalty program, premium services in revenue gains
The airline boosted its bottom line by courting customers seeking upscale experiences.
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How cyber incidents impact consumer trust
Despite an increase in cyber incidents, breaches had less impact on consumer trust in 2024, a Vercara survey found.
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Retrieved from 7-Eleven.
7-Eleven dangles $5k daily prize to boost loyalty spending
As c-store retailers struggle with loyalty participation, the Texas-based company is taking on a new approach to engage rewards members.
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AT&T aims to draw customers with service guarantee
The promise includes compensation for long customer service wait times and extended service outages.
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Courtesy of Albertsons
Albertsons boasts 15% loyalty member growth
The grocery company topped 44.3 million loyalty members during the quarter after simplifying how customers can earn and redeem points in April.
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Biden signs into law Government Service Delivery Improvement Act
The legislation to improve government service delivery gained bipartisan support, with both Republicans and Democrats celebrating its passage Tuesday.
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Courtesy of Swish
How grocers can make online sampling a curated experience for shoppers
Swish aims to make product discovery in delivery and pickup orders a more personalized experience.
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5 customer experience trends to watch in 2025
Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.
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Consumers embraced generative AI for holiday shopping
Research shows there is significant potential for generative AI to enhance e-commerce experiences, especially when it integrates into existing journeys.
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Concerns linger even as consumers embrace generative AI
Generative AI can drive convenience, but Deloitte and Gartner experts say transparency is necessary to win over wary consumers.
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What CX leaders should know about frictionless payments
Frictionless payments can slash transaction times, improve data security and provide valuable insights into consumer purchasing behavior and preferences.
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Courtesy of Starbucks
Starbucks’ turnaround plan will be ‘no quick fix,’ analysts say
The chain wants to improve customer experience by making its stores more welcoming and speeding up service. But will the changes come fast enough?
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Travel loyalty program usage has stagnated since 2021: report
Hotel loyalty programs, specifically, are worse at drawing repeat guests than airline loyalty programs, according to Morning Consult.
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E-commerce, media behind in digital accessibility, study finds
Banks outperformed e-commerce and media websites, according to a Contentsquare Foundation audit.
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Customers want payment convenience during and after transactions
Debit cards are convenient for in-store payment experiences, while digital wallets have benefits for customers making purchases online.
