The Latest
-
Starbucks’ Q4 results nosedive ‘reflects challenged customer experience’
CEO Brian Niccol said the chain will address issues with its complex menu, pricing architecture and mobile order and payments system.
-
Opinion
Deploying generative AI? Don’t lose sight of customer-centricity
Without customer-centric goals, businesses risk focusing on easy-to-prove cost savings at the cost of longer term, transformational customer experience improvement.
-
Verizon sees CX as key pillar in its fight against customer churn
The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.
-
Inside the Store: Sam’s Club unveils its store of the future
Shoppers must use Scan & Go at the newly opened Dallas-area location, which boasts a large sushi island, a pizza-making robot and more e-commerce fulfillment tools.
-
It’s official: There’s a ban on the purchase or sale of fake reviews
The rule will allow the agency to seek civil penalties from knowing offenders, with fines of up to nearly $52,000 per violation.
-
CX leaders are looking beyond chatbots with AI investments
Most leaders say AI will be critical for CX in two to three years, giving companies time to find the applications that best fit their needs, according to a Genesys survey.
-
CFPB finalizes open banking rule in push for more consumer choice
The rule would require financial institutions, credit card issuers and other firms to transfer personal financial data to other providers for free at the consumer’s request.
-
Deep Dive
What the FTC’s ‘click-to-cancel’ rule means for customers
Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?
-
Amazon pilots small-format grocery concept
The test store in Chicago is meant for quick fill-in grocery runs and aims to reduce the number of retailers shoppers have to visit to complete shopping trips.
-
Ally Financial touts high satisfaction and retention for its digital banking tools
The financial services company attributed its success to best-in-class customer service and digital convenience.
-
Apple, Klarna collaborate on BNPL
The tech giant has linked with the Swedish buy now, pay later provider to offer Apple Pay customers in the U.S. and U.K. another payment option.
-
Customer service company TTEC faces lawsuit alleging labor violations
The class-action lawsuit claims that remote customer service agents had to purchase their own equipment without proper compensation, resulting in lost overtime wages.
-
Bank of America pins organic growth to CX improvements
CEO Brian Moynihan said the company's continued focus on client experience drove growth in new checking accounts in the third quarter.
-
JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart
The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway.
-
United credits tech and staff investments for rising NPS scores
Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.
-
Experiences bring shoppers in-store. How can retailers stand out?
A majority of consumers visit stores for the experience, according to a Ryder survey. The kind of experience they want can differ, from picking up orders to seeking associate advice.
-
Save A Lot launches first-ever loyalty program
Shoppers can redeem points for free products and access deals through the mobile app while individual stores can customize the app with local offers.
-
FTC unveils final ‘click-to-cancel’ rule for consumers
The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.
-
Deep Dive
‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging
Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.
-
Bad experiences put $3.8 trillion at risk
While consumers are reporting fewer bad experiences, they are becoming less forgiving and will take their money elsewhere, according to Qualtrics XM Institute.
-
Google revamps shopping feature with AI-powered product curation
Upcoming features include AI-generated briefs, dynamic filters to narrow searches based on specific attributes and personalized feeds.
-
How retailers can foster loyalty for Black Friday and beyond
Half of U.S. consumers say they will remain loyal to the brands they buy from on Black Friday, a SAP Emarsys survey found.
-
Zendesk, Zoom unveil AI voice tech for contact center operations
The two providers separately unveiled automated upgrades to their solutions as vendors continue to shift toward AI-based customer support.
-
Amazon bundles online shopping of groceries and non-food items
The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.
-
How Brightcove leveraged generative AI to transform customer support
Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.