The Latest
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Courtesy of Dunkin'
Dunkin’ changes its rewards redemptions, again
A Restaurant Dive analysis of new discount rates shows the coffee chain has largely made it more expensive to redeem items.
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Loyalty falls globally as tariffs and rising prices pressure consumer pocketbooks
More than one-quarter of U.S. consumers said they can “no longer afford to be loyal” due to tariff-caused price hikes, SAP Emarsys found.
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Companies are falling short on using AI for personalization
Most CX leaders see the potential to better connect with customers using AI, but few say they have the knowledge to act on its potential.
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Cara Salpini/CX Dive
Retail’s love affair with incentivized reviews
The beauty sector relies on incentivized reviews to attract attention — and sales — while some consumers grow skeptical of their authenticity.
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AI chatbots consistently fall short on complex tasks
Companies should let bots handle simple issues and escalate complex requests to AI-supported human agents to boost outcomes, loyalty and efficiency, according to Bain & Co.
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Permission granted by Taco Bell Corp.
Chick-fil-A wins on order accuracy, experience at the drive-thru
Speed of service improved slightly at quick-service restaurants, but mobile orders, app payments and customizations have created more complex transactions, Intouch Insight’s report revealed.
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Winning consumers back after a poor experience takes action, not words
Business leaders and customers agree that resolution should be fast, but leaders place greater value in apologies, according to a survey released by Sprinklr.
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OpinionWhy the final moment of a customer journey matters more than the rest
Customers judge an experience largely by how they felt at the most intense moment — good or bad — and at the end. But are CX leaders designing experiences for this cognitive bias?
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The C-suite agrees: Digital experience needs work
Leaders need to create a sense of urgency to get other executives on board with their CX plans, according to Code and Theory’s Dan Gardner.
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Krystal launches first loyalty program
Consumers will earn 10 points for every dollar spent, as the QSR brand looks to drive frequency and increase check.
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Top customer experience conferences in 2026
CX leaders face fresh and perennial challenges in 2026, from agentic AI to falling loyalty. Here are the top events decision-makers are attending next year.
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Retrieved from Etsy on September 30, 2025
ChatGPT lets shoppers buy products within the platform
Launching first in partnership with Etsy and Shopify, the Instant Checkout functionality has the potential to rival Amazon and Google, one expert said.
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Good AI customer service is about not getting caught up in the details
Chatbot responses should be “relevant, accurate, and not over or under informative” throughout the entire experience, according to PolyAI’s Oliver Shoulson.
Updated Oct. 3, 2025 -
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When money is tight, how do gyms and salons encourage loyalty?
“Loyalty and growth go hand in hand: When clients feel looked after, they stay, and they bring their friends,” Playlist’s Brian Fields said.
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Courtesy of Jimmy John's
Jimmy John’s moves to points-based rewards
Switching from a surprise-and-delight program to JJ Rewards could help drive frequency and incentivize the chain’s most loyal guests.
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Why leaders and consumers have different ideas about loyalty
Leaders measure loyalty using metrics of control while customers see it in emotional terms, according to PwC’s George Korizis.
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Lancôme loyalty members take center stage with revamped website
Lancôme’s designated rewards program portal aims to build deeper relationships with customers and offer them more reasons to come back.
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Courtesy of Depop
Depop debuts Outfits feature for style inspiration
The resale platform aims to make itself a daily destination with a shoppable, in-app collage tool.
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Permission granted by The Children's Place
The Children’s Place relaunches its loyalty program to deepen engagement
Every member can redeem points for discounts, with higher-tier customers earning perks like expedited order processing.
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Courtesy of Stitch Fix
Stitch Fix dials up personalization to reverse client declines
The number of active clients continues to drop, but the apparel box retailer hopes to win customers with superior experiences, according to CEO Matt Baer.
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Courtesy of Curated for You
Microsoft, Curated for You collaborate on AI-based fashion discovery
Microsoft Copilot can now respond to conversational queries with context-aware, shoppable curations. Retailers like Rent the Runway and Steve Madden are already on board.
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What the $2.5B Amazon Prime settlement means for CX leaders
The online retailer did not admit any wrongdoing as part of the FTC settlement but agreed to pay $1 billion in penalties and $1.5 billion in refunds to consumers harmed by its subscription practices.
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Why customers say online shopping just can’t compare to the in-store experience
Just over half of customers said they shop in person instead of online so they can try on clothing or test products, according to a Chatmeter survey.
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Courtesy of Albertsons
Albertsons links grocery savings with travel bookings
The grocer added a feature to its loyalty program that lets people earn cash back when they arrange airfare, hotel stays, car rentals and vacation packages.
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How to drive adoption of contact center voice AI
“Given that voice is the most popular channel, it follows that if you're going to win big on automation, it's by offering an excellent voice AI experience,” CMP Research’s Nicole Kyle said.
