The Latest
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Leaders think they’re doing a good job on CX. Customers don’t agree.
A vast majority of leaders say CX is a main or increased focus, but few say CX is extremely important to invest in, according to an Amdocs Studios survey.
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Nature’s Path names first-ever chief customer officer
Laura Chamberlain will manage the U.S. sales team and lead U.S. customer strategy at the organic food company.
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Shein fined $47M for misleading promotions in France
An investigation by the country’s antitrust authority found that more than half of the fast fashion company’s promotions involved no real price reduction.
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Stores remain dominant, even as digital, AI shopping grows
Physical retail is still the most popular channel to shop, but as AI tools become more prevalent, retailers will need to rethink in-person offerings, EY’s Jon Copestake says.
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Chewy, Zappos, H-E-B among companies that buck CX decline
Global customer experience quality dropped to an all-time low in 2025, according to Forrester. However, some brands defied the trend with good return policies and easy experiences.
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Retrieved from Grocery Dealz.
New grocery app allows for real-time price comparison
Grocery Dealz acts as an e-commerce marketplace that allows shoppers to compare costs between supermarkets and quickly build a cart.
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C-suite leaders have a vision for where generative AI fits in CX
More than half of C-suite respondents said that generative AI in customer service and customer experience would be extremely important, per a Publicis Sapient survey.
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Want to deliver better customer experience? Align it with your brand experience
Brand experience is often established before consumers engage with a company, and it can have a significant impact on what they expect from customer experience.
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Consumers shift spending to brands with more value for the price: report
Amid ongoing economic uncertainty, hotels that merely offer low prices could lose out to competitors that are perceived as better quality, more trustworthy or friendly, per Deloitte.
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Permission granted by Love's Travel Stops & Country Stores
Why c-store customer experience is more important than ever
From friendly workers to helpful technology to a loyalty program that’s worth their time, shoppers increasingly value the personal touch, according to new data from Intouch Insight.
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What makes for a good loyalty program?
The elements will depend on a brand’s customer base, industry and competition. But analysts and loyalty leaders identified commonalities across successful programs: differentiation, value and emotional connection.
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Permission granted by Champs
As Champs reimagines stores, mall convenience meets e-commerce perks
The sports retailer’s new store concept aims to use technology to offer frictionless experiences that blend the benefits of its digital and physical channels.
Updated July 7, 2025 -
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American Airlines CIO on redefining CX with tech
On a recent podcast, Ganesh Jayaram discussed the carrier’s revamped app and self-service capabilities as it turns to AI to avoid missed connections.
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Permission granted by Forrester
Top customer experience conferences in 2025
Customer service automation, loyalty programs and data management are just some of the areas these upcoming events will touch upon.
Updated June 30, 2025 -
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Auto insurance customer satisfaction in need of improvement: JD Power
After years of rate increases, auto insurers should focus on customer retention.
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Courtesy of Starbucks
Will AI ‘completely rewire’ loyalty programs?
Companies have been able to segment customer data for years, but AI takes it a step further, enabling brands to target offers to specific individuals through their rewards programs.
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Few consumers trust retailers to use their data responsibly, research finds
Consumers are more willing to share data when the requests are personalized and the experience is more rewarding, Press Ganey Forsta found.
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Courtesy of Sam's Club
How Sam’s Club sees fresh food, digital tools fueling its ambitious growth plans
Walmart-owned club retailer is enhancing the shopping experience with sushi, automated receipt checks and a new app platform, its CFO said at a conference.
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OpinionHow to align brand and customer experience
While brand experience is about crafting a compelling image, CX focuses on understanding and fulfilling customer needs. Both are crucial for delivering cohesive experiences.
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US customer experience quality hits an all-time low, Forrester finds
While the decline is considered mild, experts warn that leaders still need to act now or risk getting left behind.
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Customers value 24/7 self-service less than you think
The perception gap around AI-powered self-service may have more to do with poor execution than “a lack of interest,” Five9 research found.
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Verizon creates dedicated role for handling customer inquiries from start to finish
Customer Champions will work on the issues behind the scenes, providing the customer updates through the channel of their choosing.
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Jenna Graber / Hotel Dive
How hotels can attract and retain loyalty members
Choice Hotels’ Nandika Suri shared why experiences are important to today’s travelers and how brand partnerships can enhance a loyalty program’s value.
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Joe Raedle / Staff via Getty Images
Customer satisfaction with bank, credit card digital experience is ‘plateauing’
Bank of America, Capital One and American Express were among the top performers and excelled in providing intuitive navigation and strong security features, according to J.D. Power.
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Brandon Bell / Staff via Getty Images
Walmart’s latest AI feature aims to help associates overcome language barriers
The retailer is updating its associate app to include real-time translation in 44 languages, alongside AI-driven task management.
