The Latest
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Dani James/CX Dive
Target introduces AI-powered photo search, review features
The retailer is accelerating its AI capabilities to boost personalization and product discovery.
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Guest satisfaction is up at branded hotels: report
JD Power found that while guest rooms are largely driving an improved guest experience at hotels managed by third parties, lobbies and other common areas remain an opportunity.
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Teens start to trust AI recommendations more than friends, parents
There's a generational shift among consumers as they bring AI into their purchasing process, according to a Mastercard report.
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Both ineffective and invasive personalization turn customers away
More than 2 in 5 of consumers say they have stopped doing business with a brand when its personalized marketing felt too repetitive, personal or off-base, a Site Impact survey found.
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Reliance on AI tools in decision-making can lead to risky CX business
AI assistance is only as good as the data it’s grounded on; decisions based on any single data point or disjointed systems can create unintended friction points.
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Are AI-driven customer service cuts here to stay? Gartner predicts rehiring
Between AI tools that fail to deliver and leaders miscalculating the cost dynamics of AI, companies are being set up for whiplash and will likely need to rehire some of the staff they laid off.
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Rent the Runway forges ahead with discovery upgrades as it names new CEO
The subscription retailer introduced tools that let customers view entire outfits and enable virtual try-ons, but its financial results remain under pressure.
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Hyatt, Delta team up to offer loyalty perks across full travel journey
Through a new collaboration, members of both the World of Hyatt and Delta SkyMiles loyalty programs will be able to earn rewards on travel that “extends far beyond a hotel stay,” said Hyatt’s CEO.
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Daphne Howland/CX Dive
Macy’s NPS continues to climb following store revamps
The improvement since early 2024 “underscores the reaction the customer is giving us to the changes we're making in the Macy’s store experience,” Macy’s Inc. CEO Tony Spring said.
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CX workforce budgets take a hit as organizations increase AI spending
However, organizations shouldn’t deploy AI to the detriment of the human agents, Gartner says. The two need to work in tandem.
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Chewy’s beta AI assistant is already solving common customer issues, CEO says
Consumer-facing AI tools include Cai, a customer service chat assistant, and Callie, a voice AI that helps Chewy Vet Care locations confirm appointments.
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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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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.
