The Latest
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Consumer confidence falls on dimming outlook for labor market
“After months of a frozen job market with little hiring outside of healthcare, people now see more industries turning to layoffs,” Navy Federal Credit Union Chief Economist Heather Long said.
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A bipartisan bill wants to keep call centers in the US. Here’s how leaders can prepare.
The legislation's future is unclear, but experts say contact centers should plan ahead and reduce call volumes, improve service and examine costs.
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Marriott checks out AI agents amid technology transformation
Automating high-cost processes and improving experiences are two key priorities. The goal is to move associates away from manual, repetitive tasks to focus on better serving guests.
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Gartner predicts Fortune 500 companies won’t eliminate human agents anytime soon
“At the end of the day do we think there will be fewer agents? Yes. But a fully agentless future is not going to happen,” Gartner’s Kathy Ross said.
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Albertsons deploys Google Cloud’s AI-powered tool for product discovery
The AI tool “moves beyond traditional search,” providing personalized interaction and intuitive guidance, Albertsons’ Jill Pavlovich said.
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Courtesy of Einstein Bros. Bagels
Einstein Bros. Bagels elevates store template
The bagel chain is the latest restaurant brand to prioritize warmth and a separation between digital pickup and in-store channels in its store design.
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Chewy wants to make Chewy+ the top pet membership program
“We see this program in line with an Amazon Prime or Costco membership or Walmart+, with similar benefits and similar returns,” CEO Sumit Singh said.
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Courtesy of Cracker Barrel
Cracker Barrel halts remodels after logo backlash, lackluster test
The chain only remodeled four stores before deciding to discontinue its reimage efforts, which drew the ire of loyal customers.
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Atlassian lays off another 200 customer service, support staff
The company came to the decision after its customer experience improvements to platform and tools reduced support needs, a spokesperson told CX Dive.
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Courtesy of Ralph Lauren
Ralph Lauren rolls out AI-powered assistant to dole out fashion advice
Ask Ralph can suggest products and offer advice based on prompts like “What should I wear to a concert?” and “How can I style my navy-blue men’s blazer?”
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How Verizon broke down data silos with its Center of Enablement
The CX team had to cut through politics, properly brand its effort and get companywide buy-in, leaders said last week. Efforts are paying off as customer satisfaction rises.
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How to write an AI ethics policy for the workplace
One expert emphasized flexibility, saying, “A static AI policy will be outdated before the ink dries.”
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Trump DOT nixes compensation requirement for airline delays and cancellations
The Trump administration is rolling back Biden-era consumer protections, including those that had yet to take off.
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How 1-800-Flowers plans to revitalize its experience, loyalty program
The gift retailer has fallen behind with regards to customer expectations and technology changes, according to CEO Adolfo Villagomez.
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How Shake Shack removes friction between web traffic and app downloads
As it begins to invest in paid media at scale, the fast casual chain teamed with Google to drive more app conversions and return on ad spend.
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Joe Raedle / Staff via Getty Images
Office Depot promises 15-minute pickup service
The retailer says it will fulfill online and mobile orders for in-store and curbside pickup within 15 minutes, or it’ll send customers a $15 coupon.
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AI search and summaries distrusted by about half of consumers: Gartner
It’s an opportunity for brands to “strengthen their reputation as trusted resources,” according to a company analyst.
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Courtesy of Starbucks
An inside look at Starbucks’ coffeehouse redesign
With 1,000 renovations and new builds set to incorporate warmer colors, more seating and experiential changes, Starbucks may be on its way to physically restoring its coffeehouse-vibe.
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Courtesy of Amazon
Amazon integrates Lens visual search with its AI shopping assistant
Lens Live lets customers browse a swipeable product carousel and add items to their cart within the camera view.
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Consumer sentiment declines as price sensitivity persists
Consumers are tightening their purse strings and prioritizing essentials while cutting back on discretionary goods.
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Best Buy, Uber Eats partner on same-day delivery, scheduled drop-offs
Shoppers can use the Uber Eats app to have electronics delivered from over 800 of the retailer’s locations.
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Alamy
Salesforce still sees a place for live customer service agents after massive cuts
The company slashed about 4,000 customer service agents as its use of AI picked up, but CEO Marc Benioff still expects people and AI to work together.
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How to communicate with customers about tariffs
An understanding of your customers’ needs and a sound crisis communications plan are key to navigate ever-changing trade policies.
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Macy’s reimagined stores continue to outperform in sales and NPS
The retailer needs to ensure it delivers a better experience while investing in sales growth and improving the bottom line, according to CEO Tony Spring.
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CX leaders expect self-service and live chat to overtake phone, email by 2027
Customer experience executives, however, are skeptical that AI agents will significantly expand and improve self-service, according to a Gartner survey.
