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When websites aren’t in synch with AI assistants, trouble follows
Repercussions range from customers switching brands to giving up on the purchase altogether, a Contentsquare survey found.
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Sponsored by ZoomHow AI virtual agents are changing the resolution standard in the contact center
AI virtual agents can now resolve issues end-to-end in the contact center — not just deflect them. Here's what resolution-first AI can mean for CX leaders.
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Ticketmaster puts personalization at the core of its app
As the company addresses unsold tickets, it sees its app as the vehicle to improve discovery of events tailored to the individual.
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Courtesy of Domino's Pizza
How Domino’s app redesign went wrong and what CX leaders can learn
Full-scale redesigns are increasingly out of step with how leading brands manage digital experiences, experts say.
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Nearly all consumers find some kind of personalization intrusive
Three-quarters of consumers say that retailers collect too much data, a Thoughtspot survey found.
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Courtesy of Target
How AI is powering Target’s back-to-school push
The mass retailer is utilizing AI for wish lists and recommended actions on its e-commerce site as it works to introduce more personalization to improve CX.
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Petco loses millions due to loyalty program
When Petco Perks launched in Q2, “customer point redemption volumes far exceeded our initial projections,” CEO Joel Anderson said.
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Where humor fits in customer service
Humor builds trust, relieves stress and creates human connections that keep customers loyal, experts say.
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Fewer than 25% of enterprises have scaled AI successfully
Not knowing how to measure a project’s success or when to shut them down can keep companies from finding success, Gartner data found.
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Carnival’s new loyalty program upends how points are earned
Carnival Rewards correlates status with spend, replacing the VIFP Club’s approach of earning status based on days spent on a cruise.
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Dani James/CX Dive
Retailers bet on AI for customer experience, ‘smart’ shopping
Large retailers are using AI to enhance supply chain operations and tailor customer offerings, the companies said on Q2 earnings calls.
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Courtesy of Albertsons Companies
Albertsons loyalty members can redeem points at Chevron stations
Under an arrangement between the grocer and the fuel company, shoppers can apply rewards from both companies’ loyalty programs toward gas purchases.
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Amazon Prime members now get free Alexa+ access
The new perk follows a quarter of double-digit growth in Prime membership as Amazon and rivals emphasize the importance of their paid membership programs.
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How the NFL uses customer journey technology
The league’s transition to a “fan engagement engine” exemplifies a broader shift in customer journey mapping as brands move from static visualization to real-time orchestration.
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Customer service AI implementations have a knowledge problem
Only about one-third of organizations retain the customer context between systems AI needs to drive true customer service resolutions, a Talkdesk survey found.
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Why CX budget planning is broken — and how to fix it for 2027
Teams are pouring money into AI and other tech while underinvesting in the foundations necessary to deliver ROI, experts say.
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Ulta combines promotions and experiences to win over cautious customers
The retailer’s overall ecosystem, including its loyalty personalization, are working together to keep customers coming back, according to CEO Kecia Steelman.
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Understanding why surveillance pricing is a CX issue
The practice of changing prices based on an individual’s personal data, and not simply market conditions, erodes trust.
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Kohl’s names first chief customer officer as it elevates CX
Chief Digital Officer Arianne Parisi will take on the new role, which combines leadership of loyalty, personalization, marketing and other functions under one title.
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Best Buy emphasizes expert support with AI shopping assistant
Rolling out in phases, Ask Blue can answer shopping questions or guide users to customer support as needed.
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Williams-Sonoma AI assistants drive customer engagement — and conversions
Customers who use Olive, Williams Sonoma’s AI agent, convert at three times a higher rate than those who do not.
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Joe Raedle via Getty Images
Why Target and Walmart are emphasizing fast, consistent experiences
The rise of 30-minute delivery has caused major retailers to rethink how they balance fast store-based delivery with reliable in-store experiences.
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Customers still want access to a human in customer service
While half of customers say their customer service interactions are easier when companies use generative AI, 9 in 10 want the option to speak to a human, Gartner finds.
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6 customer experience mantras ready for retirement
Not every piece of customer experience wisdom stands the test of time. Experts highlight six mantras and pieces of advice that can go by the wayside.
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Panera overhauls rewards program
The company shifted to points-based loyalty with premium tiers to offer consumers more consistent value and greater control of redemption.
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With customer service, results matter above all else
Half of consumers would be “delighted” if AI could handle their problems quickly even if it “sounded like a toaster,” a PolyAI survey found.
