The Latest

  • 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.

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    Permission granted by Text
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    Sponsored by Text

    Text turns customer service into a profit engine with new agentic AI capabilities

    New features, including AI selling agents and custom skills and a major rebrand with bold, red visual identity, align with an important paradigm shift for the customer service software industry.

  • 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.

  • The Airbnb logo is displayed on a computer monitor and cell phone.
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    Mario Tama / Staff via Getty Images
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    Airbnb’s AI assistant resolves 40% of customer inquiries

    The travel company’s AI assistant is resolving customer inquiries faster, helping to decrease the cost per booking, CEO Brian Chesky said.

  • A crowd celebrates during Chime's initial public offering at the Nasdaq MarketSite.
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    Andres Kudacki via Getty Images
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    How Chime overcame trust challenges when deploying its AI agent

    Customer satisfaction rose after the fintech deployed Jade. “Automation and cost savings don’t need to come at the expense of a great experience,” COO Janelle Sallenave said. 

  • A person holding a smartphone featuring Amazon join the chat.
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    Courtesy of Amazon
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    Amazon’s latest AI feature allows shoppers to interact with product summaries

    “Join the chat” enables real-time questions and answers while listening to AI-generated product summaries. 

  • A DoorDash delivery worker on his motorcycle.
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    Getty Images
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    DoorDash CEO: ‘We have to create the best end-to-end shopping experience’

    The ordering platform is keeping accuracy, speed and customer support in mind as it builds agentic capabilities and expands its grocery business.

  • A person walks in front of a Samsung display of products.
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    Joe Raedle via Getty Images
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    How Samsung’s proactive post-purchase experience builds brand loyalty

    Samsung’s care team discovered that its most effective loyalty tool wasn’t a product feature or a new technology — it was keeping promises after a customer bought a product.

  • Uber cash payments credit
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    Mario Tama via Getty Images
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    Uber expands into hotel reservations to build engagement, loyalty

    These “innovations are designed to deepen the everyday utility of our services,” CEO Dara Khosrowshahi said.

  • The exterior of a Hyatt Regency hotel.
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    Getty Images
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    World of Hyatt restructures loyalty program award chart

    Starting May 20, 136 hotels and resorts will shift to different award categories, while a new points redemption framework takes effect, as travelers prioritize transparency and flexibility. 

  • The buttons of the app Duolingo, surrounded by Dictionary, Vocabulary, Facebook on an iPhone screen.
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    stockcam via Getty Images
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    Duolingo improves free user experience to drive word of mouth referrals

    The company made more features available to free users to improve stickiness and drive daily active user growth, CEO Luis von Ahn said.

  • A Pinterest banner hangs from the New York Stock Exchange.
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    Spencer Platt / Staff via Getty Images
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    Pinterest credits AI personalization for double-digit user growth

    Personalization leads to higher relevance, which increases engagement and keeps users coming back, CEO Bill Ready said.

  • Agent with headsets work in a contact center
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    Getty Images
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    As AI proliferates, contact centers pursue workforce redesign over mass layoffs

    Nearly 9 in 10 service and support leaders are having representatives take on new responsibilities and tasks, Gartner found.

  • Screenshot of how a loyalty program's points system works.
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    Retrieved from Fresh Thyme Market on April 29, 2026
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    Fresh Thyme revamps loyalty program with new points system

    The Midwestern specialty grocer will give shoppers 10 points per dollar spent and perks like early access to weekly deals and sneak peeks at new products.

  • Best Buy loyalty points displayed on a phone.
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    Courtesy of Best Buy
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    Best Buy adds points to its paid loyalty offerings

    The retailer’s loyalty program has traditionally focused on immediate benefits, and the addition of points could add another layer to its value proposition.

  • Two men looking stressed working in an office.
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    Getty Images
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    Agents are overloaded. AI often makes it worse, experts say.

    “There are no easy calls anymore,” Experience Investigators’ Jeannie Walters said.

    Updated May 6, 2026
  • Two customers with long dark hair standing in the beauty section of a Walmart store
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    Courtesy of Walmart
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    Walmart is bringing beauty-focused store associates to hundreds of stores

    The "Beauty Expert" position, which features specialized training, is expanding this year after a successful pilot.

  • A rendering of Wayfair's store in Columbus, Ohio
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    Courtesy of Wayfair
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    Wayfair is willing to sacrifice margin for CX that will fuel long-term growth

    Wayfair Rewards can get customers to up their annual spend beyond the current average of $600, CEO Niraj Shah said. “The loyalty program is meant to bend that curve.”

  • Two people walk towards a Taco Bell restaurant
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    Justin Sullivan via Getty Images
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    Taco Bell grows loyalty and digital sales

    “It's because the loyalty program is resonating with consumers, and it's helping people to engage with the brand more and more frequently,” Yum Brands CEO Christopher Turner said.

  • Front view of a brick building featuring a large arched entrance topped with a silver plaque displaying the blue Hilton logo. Two flags are mounted above the entrance, and the facade includes tall windows and decorative stonework.
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    Alamy
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    Hilton bets big on AI with vendor partnerships, guest planning tool

    The hotelier is linking up with Google, OpenAI and Anthropic to expand its use of AI, CEO Chris Nassetta said Tuesday.

  • mandatory arbitration, Chipotle
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    Justin Sullivan via Getty Images
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    Chipotle’s loyalty campaign drives nearly 25% increase in daily enrollments

    The company supported the loyalty relaunch with an in-restaurant campaign to make enrollment easier while driving customer engagement, CEO Scott Boatwright said.

  • An electronic shelf label a grocery store.
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    Catherine Douglas Moran/CX Dive
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    Maryland bans dynamic pricing

    The legislation, which the governor signed on Tuesday, underwent significant revisions that some groups claim could limit its shopper protections.

    Updated April 30, 2026
  • Pedestrians walk by a T-Mobile store
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    Justin Sullivan via Getty Images
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    T-Mobile boasts of ‘industry-leading’ NPS score

    The company's  strategy to provide customers with the best network, value and experience is driving new and deepening customer relationships as well as outsized financial results, executives said.

  • Close-up of a hand holding a phone with a grocer’s app on the screen with details on its loyalty program, such as personalized offers and member-only events.
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    Photo illustration: Sprouts Farmers Market; Getty Images

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    Sprouts’ Achilles’ heel is affordability. Can its new loyalty program mend that?

    The specialty grocer is looking to its newly launched Sprouts Rewards to improve its value messaging, but sources say the payoff may take a while.

  • People sit inside a store drinking coffee. The sign of the store says Starbucks Coffee.
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    DKart via Getty Images
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    Starbucks’ loyalty update is driving frequency as membership grows

    Starbucks Rewards is no longer “a coupon book,” CEO Brian Niccol said. “We had to stop doing all that discounting. This needed to be about engagement.”