The Latest
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Joe Raedle / Staff via Getty Images
Customer satisfaction with bank, credit card digital experience is ‘plateauing’
Bank of America, Capital One and American Express were among the top performers and excelled in providing intuitive navigation and strong security features, according to J.D. Power.
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Walmart’s latest AI feature aims to help associates overcome language barriers
The retailer is updating its associate app to include real-time translation in 44 languages, alongside AI-driven task management.
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Hyatt lays off 30% of US guest services and support teams
The shift comes “in response to the evolving nature of guest inquiries,” a Hyatt spokesperson said.
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Scott Olson / Staff via Getty Images
Lowe’s loyalty program’s core objective? Drive one more trip
The home improvement retailer’s dual loyalty programs are centered around driving frequency by meeting customers' needs at every stage of their journey, Lowe’s Amanda Bailey said.
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Adam Bettcher via Getty Images
How ditching Pride now could hurt brands later
Some retailers that once wholeheartedly celebrated and supported the LGBTQ+ community have pulled away. What if they want to rejoin the party?
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For travel loyalty program success, customers want lower costs, discounts
Younger consumers, driving loyalty and travel trends, are asking for better value and more options, an arrivia survey found.
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Millennials drive rising expectations for digital banking
A majority of consumers say they “can’t live without” banking apps, a Chase Bank survey found.
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Peyton Bigora/CX Dive
How Sprouts’ focus on its target customers fuels growth
On the cusp of launching its first loyalty program, the specialty grocer is also moving ahead with ambitious store expansion plans and bulking up supply chain capabilities.
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Brandon Bell via Getty Images
Kroger CEO sees experience as its second market-share driver
Improvements to customer service, simplified promotions and better in-store conditions are helping the chain grow its share of grocery customers, executives say.
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‘Reward relevance’ a top challenge for hospitality loyalty: report
Hotel loyalty marketers should focus on communications that illustrate program benefits, according to the 2025 EY Loyalty Market Study.
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Joe Raedle / Staff via Getty Images
Trust in AI is growing in finance, especially behind the scenes
The more complex or sensitive the task, the more consumers want to speak to a human or know that a human is in the loop when using AI, a TD Bank survey found.
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Noah Berger / Stringer via Getty Images
Amazon CEO: AI agents will shrink staff but improve CX
Generative AI’s ability to remove rote work could help the retailer focus on the user experience, but will reduce the number of people required for today’s jobs, along the way.
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Exceptional customer service is essential to loyalty, survey finds
Nearly 9 in 10 customers would purchase from a brand again following an amazing experience, according to a Verint survey.
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Customers keep coming back when product information is easy to find
Basic details like features and capabilities are an important part of product description pages, a Syndigo survey found.
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Brandon Bell via Getty Images
Chick-fil-A leads in customer satisfaction for 11th straight year
The ACSI 2025 report found challenger brands on the march, sector leaders on the defensive, and Starbucks showing surprising strength.
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NicoElNino via Getty Images
Consumers turn to AI for faster, natural language product searches
Help finding products quickly was one of the top three responses from shoppers when asked what they expect from AI assistants, according to a Bloomreach survey.
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Julia Rendleman via Getty Images
Cigna launches new generative AI assistant for members
The health insurer is trying to improve the customer experience by connecting them with an AI bot, but analyses show generative AI can make mistakes.
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Free returns are often a deal breaker for consumers
Nearly 9 in 10 consumers expect free returns as standard, according to a Rithum survey.
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SeventyFour via Getty Images
Want to prepare for generative AI? Get your knowledge base up to par
The future is uncertain, but investing in how information is presented to customers and web crawlers will give leaders a head start.
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Justin Sullivan via Getty Images
Why RCS is gaining traction among business and consumers alike
Rich communication services "is an app-like experience in the messaging channel,” said Brenda Fackler, VP of client services at Sinch. “It is a total game changer.”
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Courtesy of Shein
Shein pushes consumers toward overconsumption, report says
An EU consumer group said the fast fashion giant uses “dark patterns” to trigger unwilling spending.
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Courtesy of Starbucks
Starbucks cafes are getting more managers
The cafe chain is launching a full-time assistant manager program, which will be systemwide in 2026, to fill a critical gap in store-level leadership.
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Dave & Buster’s dials back some of its ‘confusing’ experience changes
The restaurant company is reversing course on proposed changes, like flexible game pricing, with an eye toward simplification, according to CEO Kevin Sheehan.
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Scott Olson via Getty Images
Wayfair owes customer service employees wages, suit alleges
A proposed class action lawsuit alleges that the company failed to compensate its customer service employees for all the time they worked.
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Joe Raedle / Staff via Getty Images
Chewy’s customer spend rises as subscriptions drives sales
The pet retailer's loyalty programs and exceptional experience are differentiating the company while growing sales, executives said.
