The Latest
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Why Tropical Smoothie Cafe’s CFO champions CX
Experience improvements encourage “guests to come back more often, spend more often and recommend us to others,” CFO Chris Sasser said.
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Walmart+ adds new perks to enhance in-store convenience
Members of the paid program can now receive complimentary photo prints each month and access fee-free money transactions.
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Home Depot leans into fast delivery as part of its interconnected experience
Home Depot depot’s store investments are driving improved customer satisfaction and stronger sales while creating the foundation to reduce delivery times, executives said.
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Customer complaints are at a record high
Consumers see higher prices and reduced customer support in a time of record corporate profits, and it’s weighing on their satisfaction, ACSI finds.
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The secret behind Southwest Airlines’ rapid loyalty program growth
The combination of transactional, value-oriented benefits alongside the soft touch and experience creates "magic," VP of Rapid Rewards Nandika Suri said. "That’s where you really help to build that deeper emotional connection."
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Only one-quarter of AI customer service use cases produce ROI
Customer service teams are increasing investments in the technology even as economic value remains elusive, Gartner finds.
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AI adoption in CX is accelerating, but few projects produce value
While 70% of CX practitioners say their organization has adopted AI in CX, only a fraction are seeing a return on investment, Forethought AI Agents by Zendesk’s Antoine Nasr said.
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Schnucks beefs up its digital tools for shoppers
The grocer’s customers can now use an AI tool on the app and website as well clip digital coupons directly from its revamped, interactive weekly ad.
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Tapestry leverages customer insights to court Gen Z in Coach stores
“One of the things we know is that Gen Z love being in the real world, and I want our stores to be as engaging as the product,” Coach CEO Todd Kahn said.
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Courtesy of Cava
Cava credits CX investments for solid quarter amid quick-service restaurant traffic pullback
Cava’s emphasis on its in-restaurant experience and revamped loyalty program helped it drive solid results despite the industrywide impact of a cyclosporiasis outbreak.
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Giant Food cuts loyalty coupon friction with Savings Stations
Shoppers can now load personalized offers and digital coupons directly onto their loyalty account and have them automatically applied at checkout.
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American Airlines elevates chief customer officer to leadership team
Heather Garboden's role is expanding to include reservations, contact centers, service recovery and catering, as the airline announced a series of leadership changes.
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Etsy pins growth hopes on personalization following mixed quarter
The marketplace, which reported a net income loss and plans for layoffs, is still struggling with user growth and purchase frequency.
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L.L. Bean rolls out loyalty program with perks for a purpose
Alongside points accrual, the program offers members the chance to vote on the direction of $250,000 of L.L. Bean’s charitable investments.
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Target taps Lowe’s executive as first chief AI officer
For Chandhu Nair, collaboration will be essential as the retailer focuses on how technology can elevate user experience.
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Duolingo’s user retention hits all-time high as app boosts stickiness
The language learning app company expects higher daily average users to produce higher revenue, but it’s playing the long game.
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Allstate preps Allie platform to drive agentic strategy, enhance customer service
Earlier this year, the company said AI was helping take customer service tasks off agents’ desks.
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Wendy’s new CEO pushes for experience consistency as part of turnaround
The company hasn't "consistently delivered the experience customers expect from Wendy's," CEO Bob Wright said. To fix that problem, he is looking at operations.
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Loyalty lessons learned from Olive Garden’s pasta pass
Exclusive promotions and loyalty rewards can keep customers engaged. But Olive Garden will need to execute on experience to engender brand loyalty, experts say.
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Employers may not be training workers well enough for widespread AI disruption
Advanced skills, such as managing AI agents, do not tend to be the focus of employer training, The Conference Board said in a report.
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Airbnb reaches another service milestone with its AI assistant
The company’s AI assistant can resolve nearly 45% of issues brought to it without a human agent, while delivering much faster resolution times, according to CEO Brian Chesky.
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6 examples of how employee experience can shape CX
Frontline employees interact with customers day after day, but all too often, their experience comes as an afterthought in customer experience initiatives.
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7 Brew looks to supercharge growth with new app, loyalty system
The new app could provide a boost to the rapidly growing coffee brand by driving sales and raising the quality and volume of consumer data it collects.
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Uber CEO expects AI investments to provide incremental CX gains, conversions
While Uber is early in its AI journey, “all of these either drive conversion or improve the fundamental experience of the consumer,” CEO Dara Khosrowshahi said.
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CX takes a backseat during mergers and acquisitions. Customers notice.
Customers should experience the benefits of the merger — not the complexity behind it, experts say.
