The Latest
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Nordstrom leverages generative AI for holiday app refresh
Among the new app features are trend reports, which blend the expertise of Nordstrom stylists with AI to deliver relevant trends.
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Why Church’s launched a loyalty program for its value-seeking customers
Church’s Texas Chicken is one of a growing number of companies that have launched or revamped loyalty programs with a focus on sourcing more value for members.
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Bojangles to install ordering kiosks across its system
The chicken chain said its pilot of the Grubbrr technology had high adoption rates and helped increase throughput.
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How consumers are using social media for holiday customer service
Facebook is the most common platform for customers contacting brands through social media, with Gen Z leaning toward Instagram.
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Retailers confront trust issues as generative AI becomes commonplace
Generative AI can win over reluctant shoppers by offering personalization or help with finding deals, experts say.
Updated Nov. 18, 2024 -
Subway’s newest design focuses on improving the dining room experience
During concept testing, guests said the Fresh Forward 2.0 image, which includes warmer wood tones and improved lighting, increased their chances of eating inside a Subway.
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Alaska Airlines names digital, guest experience leaders
The airline appointed the CX executives as it looks to deepen its value following its acquisition of Hawaiian Airlines in September.
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What CX experts are watching in Trump’s second term
The president-elect promised to shake up the status quo, reshape the federal government and pursue economic policies with wide-ranging implications for business and consumers alike.
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How retailers are making it harder to shop, just in time for the holidays
Thwarting customers, in stores or online, isn’t any way to make a sale.
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Cava emphasizes people over technology in its CX upgrades
The company is rolling out tech designed to speed up order accuracy and fulfillment on the backend so workers can handle customer-facing interactions.
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Satisfaction with federal government services climbs to 7-year high
The growth in satisfaction scores is the result of a yearslong effort to improve citizens’ experiences when accessing federal government services.
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CEOs say personalization is the key to success in music retail
The leaders of two of America’s top musical instrument retailers, Guitar Center and Sweetwater, say guiding customers through product discovery is key to sustaining sales momentum.
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Home Depot caters to professional contractors with CX role
The home improvement retailer created a professional customer-focused manager position for stores and increased the variety of products available for faster delivery.
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Eventbrite upgrades customer support as revenue dips
CEO Julia Hartz expects an improved app experience to drive greater demand for business customers’ events.
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Sweetgreen to launch points-based loyalty program
The chain is shifting its approach after customers found its tiered program, which includes a free and paid subscription, was too complicated.
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Airbnb credits app upgrades, supply quality for bookings and NPS growth
The company cut 300,000 listings from its platform that didn’t meet customer expectations and introduced Guest Favorites in an effort to drive quality.
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Locked-up products give shoppers cold feet, study finds
A Numerator study found 27% of shoppers will switch retailers or abandon their purchase altogether when merchandise is locked up.
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How synthetic data might shape consumer research
Market research teams expect artificially generated data designed to mimic real-world information to grow in importance, a Qualtrics survey found.
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Expedia Group boosts app user experience, loyalty offerings
The travel booking app now uses AI to summarize reviews and offer customers detailed property information.
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Taco Bell puts AI front-and-center in drive-thru strategy
The restaurant brand’s AI investments aim to improve drive-thru ordering and improve scheduling practices.
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FTC orders Sitejabber to stop misleading customers with reviews
The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.
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Lowe’s bulks up loyalty benefits with personalized tools and advice
The tool, which includes articles and videos on common repair tasks, is aimed at improving the post-purchase experience for DIY homeowners.
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Amazon debuts virtual holiday shop
The immersive 3D shopping experience includes music, animations and a guided journey to help with product discovery.
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28% of workers fear AI will diminish or replace their role: survey
It’s a stressful time for workers, who also report challenges such as increased burnout and declining mental health, Grant Thornton found.
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David’s Bridal turns brides into influencers through its loyalty program
The wedding retailer brings in customer feedback to design a loyalty program that doesn’t just build relationships with brides, but guests, too.