The Latest
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Wendy’s credits tech for better drive-thru experiences, employee satisfaction
The drive-thru accounts for 70% of transactions, and the company is focusing on improvements, including AI, that can enhance the drive-thru experience.
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Most consumers prefer live agents for customer service, survey finds
Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say.
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Starbucks brews CX plans to improve in-store, mobile ordering
The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.
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Shake Shack to launch loyalty program in 2025
A rewards program will be a long-term sales driver, but it will not likely impact 2025 performance at the fast casual chain.
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As Election Day approaches, what’s the future of federal CX?
While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.
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Chopra defends CFPB open banking rule in face of lawsuit
Consumer Financial Protection Bureau Director Rohit Chopra called out bank litigants that sued over the rule, saying he didn’t think they’d even read it.
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McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3
The restaurant will expand its Ready on Arrival system to six major markets to help speed up mobile order fulfillment.
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How The Vitamin Shoppe builds flexible customer experiences
The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.
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How DOT’s cash refunds for canceled flight rule could build customer trust
The rule, which went into effect Monday, requires airlines to provide customers with automatic cash refunds for canceled or significantly delayed service.
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Amazon, Google sue over fake online reviews
The dual complaints in federal court target sellers of fake reviews for retailers and local businesses that market on the web giants.
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Are chief customer officers really driving CX improvements?
The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.
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3 ways Denny’s is boosting the digital guest experience
The chain continues to invest in virtual brands and direct and third-party ordering and will revise its loyalty program to build its digital customer base.
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More CMOs are making strategies with customers in mind, study finds
Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.
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A look at how culture, employee experience fit into global CX standards
The standards for CX created by Bain, Kantar and Qualtrics call on leaders to play a major role in shaping a customer-centric culture across the business.
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FCC opens review of customer service practices of cable, phone companies
“No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.
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Gartner sounds alarm on AI cost, data challenges
“Cost is as big an AI risk as security,” Mary Mesaglio, distinguished VP analyst at Gartner, said during a conference keynote last week.
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T-Mobile to tap AI for preemptive customer service
The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.
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American has a plan to win back business, premium customers
The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.
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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.
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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.
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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.
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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.
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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.
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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.
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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.