The Latest
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Williams-Sonoma deploys AI agents across its brand portfolio to offer 24/7 support
The retailer expects the agents to be able to handle more than 60% of chat inquiries, increasing efficiency and reducing service costs.
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Best Buy CEO: ‘Our focus is manically on the customer’
Corrie Barry says keeping the customer at the center is key to a resilient company that can keep up with changing technology and consumer behavior.
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Albertsons’ loyalty program continues upward trajectory
Membership in the Albertsons for U loyalty program rose 13% year over year to 48.7 million people.
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Why holiday season store experiences should be helpful but unobtrusive
Holiday shoppers are often busy and stressed, and a retailer that turns the holiday rush into a smooth, enjoyable experience can earn loyalty without the need for flashy gimmicks.
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Walmart, OpenAI partner for purchases in ChatGPT
As part of a larger partnership, the mass retailer will be available through the AI chatbot’s new Instant Checkout feature.
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Cava adds tiers, status matching to rewards program
Consumers who can prove elite status in select loyalty programs at other brands will be able to slot seamlessly into the higher tiers of Cava’s system.
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Ahead of the holidays, consumer sentiment remains muted
Nearly 1 in 5 consumers are switching retailers — a tactic used mostly by younger generations, according to Wunderkind.
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Consumers see live human customer service as key to loyalty
Nearly three in five consumers say help from real people helps create trust, according to a Ricoh survey.
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Delta says its ‘relentless focus’ on customer experience pays off
The air line roared into the fourth quarter, reporting $15.2 billion in revenue, led by premium, corporate and loyalty.
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Stitch Fix pilots generative AI style experience
Stitch Fix Vision uses tech to provide clients with an image of their likeness in different environments wearing shoppable outfits.
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CX leaders need to drive AI governance before it’s too late
Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.
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Why brands should stand firm on their values despite the fear of backlash
Executives discussed the importance of brand values in growing loyalty and the future of inclusive strategies during Advertising Week New York.
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For luxury brands, brick-and-mortar reigns, but online experience falls flat
Luxury clients said personalized suggestions that fit their style and enhanced product visualizations would make their online experience more rewarding.
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How Madison Reed rolled out agentic AI to support, not replace, people
The hair care company has focused on automating high-volume, low-friction tasks like membership management to free up stylists for more important work.
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Citizens Bank rolls out student hub to increase customer engagement, loyalty
The bank rolled out a resources section on its website geared toward offering holistic, personalized advice and resources for its student customers.
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CX quality is improving, no thanks to AI customer support
Half of consumers are concerned that AI will impede their ability to connect to a human, according to Qualtrics XM Institute.
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Why mobile-order and pickup-only restaurants fail
Starbucks learned the hard way that customers care more about experience than efficiency.
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Consumers grow frustrated with unclear digital self service
Most consumers say they have abandoned a digital task because it was too annoying, Liferay found.
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Dunkin’ changes its rewards redemptions, again
A Restaurant Dive analysis of new discount rates shows the coffee chain has largely made it more expensive to redeem items.
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Loyalty falls globally as tariffs and rising prices pressure consumer pocketbooks
More than one-quarter of U.S. consumers said they can “no longer afford to be loyal” due to tariff-caused price hikes, SAP Emarsys found.
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Companies are falling short on using AI for personalization
Most CX leaders see the potential to better connect with customers using AI, but few say they have the knowledge to act on its potential.
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Retail’s love affair with incentivized reviews
The beauty sector relies on incentivized reviews to attract attention — and sales — while some consumers grow skeptical of their authenticity.
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AI chatbots consistently fall short on complex tasks
Companies should let bots handle simple issues and escalate complex requests to AI-supported human agents to boost outcomes, loyalty and efficiency, according to Bain & Co.
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Chick-fil-A wins on order accuracy, experience at the drive-thru
Speed of service improved slightly at quick-service restaurants, but mobile orders, app payments and customizations have created more complex transactions, Intouch Insight’s report revealed.
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Winning consumers back after a poor experience takes action, not words
Business leaders and customers agree that resolution should be fast, but leaders place greater value in apologies, according to a survey released by Sprinklr.