The Latest
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Consumer spending during Q1 shrinks for first time since pandemic
“Stockpiling ahead of potential tariff implementation on a wide range of consumer goods could lead to a pullback in goods spending later this year,” the Conference Board said.
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Laurel Deppen/CX Dive
FTC considers petition for digital labels on apparel
The American Apparel and Footwear Association's petition says online garment care instructions will inform customers about product care, reduce waste and save money.
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Temu accused of acting in bad faith in addressing customer complaints
A class action lawsuit alleges the fast fashion company is scheming to prevent customers from filing claims.
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Courtesy of Starbucks
Retailers fight customer churn with loyalty programs
Two-thirds of retailers offer loyalty programs, Salesforce found. Rewards play a powerful role in retaining customers, especially as prices rise.
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Is generative AI pushing brands into search-first digital design?
As generative AI reshapes consumer shopping habits, brands face a critical choice: adapt their digital experiences to search-first, conversational design or risk falling behind.
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Customer service quality drops as businesses look to cut costs
Nearly two-thirds of executives say they’re actively making trade-offs between customer satisfaction and cost efficiency, according to Accenture.
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Courtesy of H&M
Inside H&M’s digital relaunch and approach to multichannel experiences
Head of Digital Jenn Volk explains how the retailer reimagined digital to increase brand storytelling around moments like its Charli XCX collaboration.
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Banks offer more customer support, boosting satisfaction
Despite economic anxiety, customers’ satisfaction with their banks is strong — and growing stronger, J.D. Power found.
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Courtesy of EG Group
EG America overhauls loyalty program
The retailer's SmartRewards platform now includes several personalized features aimed at creating a more intuitive shopping experience.
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Courtesy of Instacart
Instacart adds tools to address out-of-stocks
The company said its new offerings will help provide a real-time understanding of what’s on store shelves.
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There’s a big gap between what consumers and CX leaders value
Consumers value first-contact resolution and knowledgeable agents significantly more than customer experience leaders, a Genesys survey finds.
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Brandon Bell via Getty Images
As inflation looms, brands have to work harder for loyalty
Price sensitivity tops the list of purchase considerations, forcing consumers to trade down, according to the EY Future Consumer Index.
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Consumer expectations for future plunge to 12-year low on tariff anxiety
Pessimism about price pressures rose, with expectations for inflation in 12 months increasing to 6.2% this month from 5.8% in February, the Conference Board said.
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AI is rapidly changing how consumers shop online
More than half of consumers report their search habits have become more conversational, Bloomreach found.
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Bank customers want clearer communication on cybersecurity: survey
Static, bare-bones website text about information security is “not enough anymore,” an Accenture executive said.
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Why Shake Shack’s parent company ties employee experience to CX
Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.
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4 experts on the role of generative AI in CX
Verizon and Indeed executives spoke at Qualtrics X4 about using generative AI to supercharge data crunching capabilities and reduce workers’ cognitive load.
Updated March 26, 2025 -
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Most consumers care more about human connection than speed, survey finds
As more businesses deploy self-service options, it’s critical for businesses to offer customers the ability to talk to a human, Five9 finds.
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Retrieved from Zaxbys on March 24, 2025
Zaxbys adds AI cameras to drive-thru
The technology from Berry AI measures speed of service and line abandonment, which could identify bottlenecks and boost drive-thru times.
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Retailers deploy AI in pursuit of CX gains, loss prevention
Despite adoption plans, companies are grappling with system integration issues, a lack of training resources and frayed customer trust, according to Everseen.
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Economic data ‘point to headwinds ahead,’ Conference Board says
Economists at several organizations have recently warned of trade war risks and forecast slower economic growth this year.
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Sam’s Club and Chime put people first in their AI implementations
The companies are balancing automation and the human touch, and they offered insight into how this plays out at the Qualtrics X4 conference.
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Frontier Airlines makes a play for customers upset by Southwest’s bag policy
“We’ve always had heart. Some airlines are walking away from what travelers love, but we’re running towards it,” CEO Barry Biffle said.
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Courtesy of Instacart
Instacart increases grocery personalization with new AI tech
The grocery technology company unveiled tools to help better predict customers’ dietary needs and refine product recommendations.
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Most executives see the potential of AI for experiences, but many remain wary
While AI can have a measurable impact on the bottom line, leaders need to embrace significant changes to their governance if they want the full benefit, experts say.
