The Latest

  • TurboTax is seen on device
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    Kimberly White via Getty Images
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    Intuit customers spending more as it improves experiences across brands

    The company is tapping into a “flywheel effect” with its customers and has seen higher revenue per users with customers using multiple products, CEO Sasan Goodarzi said.

  • Illustration of online shopping: laptop with e-commerce interface and payment terminal.
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    AudioEye

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    Sponsored by AudioEye

    Why SaaS companies are facing growing accessibility legal risk

    Inaccessible websites are a legal and revenue risk. Here's what most teams get wrong.

  • Customers shop in a Walmart Supercenter.
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    Joe Raedle / Staff via Getty Images
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    Walmart paid loyalty shines as membership revenue grows double-digits

    The growing subscription-based recurring revenue stream insulates the retailer from “some of the winds in the economy,” CFO John David Rainey said.

  • A customer pushes a cart outside a Lowe's store.
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    Scott Olson / Staff via Getty Images
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    Lowe’s courts DIY shoppers as AI tools boost online conversions

    The retailer is aiming to build relationships with its DIY customers through AI-enhanced omnichannel shopping, associate-led services and loyalty program options.

  • Anthropic's Claude AI app icon is seen in the app store on a smartphone screen.
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    Michael M. Santiago / Staff via Getty Images
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    What customers consider when using AI to shop

    The vast majority of consumers say it’s important to recognize the seller or merchant and check customer reviews before purchasing, a PSE Consulting survey found.

  • people checking out at Target
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    Michael M. Santiago via Getty Images
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    Target’s CX investments lead to 3-year highs in store metrics

    The retailer’s first quarter results beat expectations, but there is more to be done before Target has “the most delightful shopping experience in retail,” CEO Michael Fiddelke said. 

  • A photograph of a hand holding up a cheeseburger above a white plate. The plate is on a wooden table and there is a blue card on the left that says Wyndham Rewards. On the right there is a paper bag that says Applebee's To-Go.
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    Courtesy of Applebee's
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    Applebee’s offers free delivery to Wyndham Rewards members

    The partnership could boost off-premise sales for Applebee’s, which has over 1,100 locations near Wyndham hotels.

  • The outside of a Target store.
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    Brandon Bell / Staff via Getty Images
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    Can Target’s small upgrades to carts, bathrooms lead to big wins?

    The retailer's efforts to modernize its experience aim to create durable long-term value for a key demographic: busy families.

  • An associate stocks a shelf at a Home Depot
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    Brandon Bell / Staff via Getty Images
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    Home Depot’s dedicated in-store customer support teams drive repeat purchases

    The strategy of separating out distinct merchandising and in-store customer service teams is improving the customer experience, Home Depot’s Ann-Marie Campbell said.

  • open banking CFPB regulations fintechs apps banks
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    Getty Images
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    Fintechs are courting customers away from legacy retail banks

    As customers look to improve their financial health, online-only brands are positioning themselves as the solution with purpose-driven messaging and easy-to-use budgeting and spending tools.

  • A customer on the phone with holiday lights in the background.
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    Getty Images
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    Exceptional customer service wins loyalty, but businesses are missing the mark

    Half of consumers say customer service is falling short of expectations, a Verint survey found. Mixed attitudes towards AI in customer support complicate matters.

  • Person searching for images on a laptop
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    Getty Images
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    Shutterstock agrees to pay $35M for subscription practices

    The Federal Trade Commission accused the company of misleading consumers for years about its subscriptions and making it difficult to cancel.

  • Etsy in ChatGPT
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    Courtesy of Etsy
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    Etsy deepens AI push with ChatGPT app debut

    The company is also beta-testing a conversational search experience on its own site that is designed to help shoppers find a gift.

  • A person holds a smartphone showing the Starbucks app
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    Courtesy of Starbucks
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    How 8 brands revamped their loyalty program strategies

    From Starbucks to United Airlines, brands have tweaked or overhauled their rewards schemes to win over customers and keep them coming back.

  • JetBlue regulation Transportation
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    Mario Tama via Getty Images
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    JetBlue, United deepen loyalty partnership with reciprocal perks

    TrueBlue and MileagePlus members can now utilize travel benefits like priority boarding regardless of which carrier they fly.

  • Frustrated person talks on mobile phone, sitting on sofa at home.
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    Getty Images
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    Customer satisfaction with US business stagnates, despite billions invested: ACSI

    U.S. businesses have poured over $100 billion annually into customer experience since 2013, according to ACSI. Thirteen years later, their satisfaction score is the same.

  • Close-up of young woman hand using smartphone
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    Getty Images
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    US agentic commerce revenue forecast to reach $1 trillion by 2030

    But even as the technology grows in popularity, the physical shopping experience will remain important, per a new report.

  • Amazon's Alexa for Shopping displayed on several phones.
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    Courtesy of Amazon
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    Amazon puts AI front and center with Alexa for Shopping

    More than 300 million customers used Rufus in 2025, according to Amazon. Experts believe Alexa for Shopping’s reach could be even greater.

  • Close-up of teenage friends using mobile phone outdoors.
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    Getty Images
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    Opinion

    What CX leaders need to know about Gen Alpha’s influence

    Most companies still design customer experience strategies for a single user moving through a linear path, but that model doesn’t reflect how households now make purchasing decisions.

    Updated May 13, 2026
  • Three phone screens showing Flashfoods' loyalty integration capability
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    Courtesy of Flashfood
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    Flashfood launches loyalty integration to offer grocers more shopper insights

    The new capability, which Meijer has already implemented, is the start of the food waste company’s “major technical transformation,” CEO Jordan Schenck said.

  • A customer presses the image of the ChatGPT app on their phone.
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    Getty Images
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    AI referrals make shoppers more likely to either return — or never come back

    Companies need to quickly justify why the AI recommended their brand, Info-Tech Research Group’s Julie Geller said. “If that validation isn’t obvious, confidence drops fast.”

  • Travel booking apps on an Apple iPhone - Booking.com, Expedia, and Trip.com.
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    Getty Images
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    Expedia taps AI to enhance customer support, acquire new customers

    AI is handling a rising number of customer service inquiries, and the technology is enabling faster resolution when customers need to speak with human agents.

  • Ace Hardware's AI assistant on a smartphone.
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    Courtesy of Ace Hardware
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    Ace Hardware releases AI assistant for store staff

    Hey ARMA gives associates access to product knowledge, project advice and recommendations. 

  • People wait for cars in the Lyft pick-up area at JFK Airport on April 28, 2023 in New York City.
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    Getty Images
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    Lyft’s loyalty partnerships are driving customer acquisition and frequency

    More than one-quarter of Lyft’s rides in the first quarter of 2026 were connected to the rideshare company’s partnerships with other brands.

  • Travelers wait to board Greyhound buses.
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    Kevin Dietsch / Staff via Getty Images
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    Greyhound is making the bus an experience ahead of the World Cup

    Greyhound improved its on-time rates and connections to public transportation, which have boosted its net promoter score in recent years, Flix North America CEO Kai Boysan said.

  • A photograph of various hamburgers and nuggets from Wendy’s.
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    Courtesy of Wendy’s
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    Wendy’s bets order accuracy and clean stores will revive sales

    The chain is prioritizing implementing the customer experience initiatives of its turnaround plan after a 7.8% year-over-year drop in comparable sales.