The Latest
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Google revamps shopping feature with AI-powered product curation
Upcoming features include AI-generated briefs, dynamic filters to narrow searches based on specific attributes and personalized feeds.
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How retailers can foster loyalty for Black Friday and beyond
Half of U.S. consumers say they will remain loyal to the brands they buy from on Black Friday, a SAP Emarsys survey found.
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Zendesk, Zoom unveil AI voice tech for contact center operations
The two providers separately unveiled automated upgrades to their solutions as vendors continue to shift toward AI-based customer support.
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Amazon bundles online shopping of groceries and non-food items
The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.
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How Brightcove leveraged generative AI to transform customer support
Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.
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Amazon rolls out AI Shopping Guides for curated product discovery
The guides use product searches to deliver pages filled with relevant product details and suggestions.
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Kroger gives its membership program a streaming boost
The grocery company now lets Kroger Plus members choose between a Disney+, Hulu or ESPN+ subscription.
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Voice technology can drive customer service efficiency, but barriers remain
The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.
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Delta touts CX wins despite revenue hit from CrowdStrike outage
The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.
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Study: Chick-fil-A leads in drive-thru satisfaction, Taco Bell in speed
Intouch Insight’s drive-thru study found across-the-board improvements in chains’ speed. The firm added Raising Cane’s to its ranking for the first time.
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Reviews — and businesses’ responses — build customer trust, study finds
The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.
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Sam’s Club to open location without checkout stations
Shoppers at the digitally focused store, due to open next week in Grapevine, Texas, will need to use the retailer’s Scan & Go app to make purchases.
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Walmart advances AI ambitions with LLM trained on its own data
The retailer’s AI investments include LLMs tailored to its own needs and personalized homepages planned for launch by the end of 2025.
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National beats car rental rivals in customer satisfaction
“National’s high ranking is largely due to its strong level of trust among customers,” J.D. Power’s Azari Jones said.
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Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.
Retailers can cater to holiday shoppers’ needs by offering great experiences for order pickup and in-store browsing alike.
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Instacart adds games, personalized coupons to its smart carts
The new capabilities aim to deliver benefits for brands and retailers while also driving repeated customer use of the technology.
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David’s Bridal wants to be your wedding copilot
The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.
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Front-line managers are struggling to find quality workers for holiday season, Axonify says
Managers are feeling increased burnout going into the holidays, and more than a third have considered quitting during the last two months.
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Are customer success teams starting to stabilize?
Budget and staff cuts rocked SaaS companies for the past two years, but the worst appears to be over for customer success teams, according to a report by ChurnZero and others.
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What’s the winning formula for a loyalty program?
Sephora, PetSmart and Famous Footwear operate loyalty programs that lean into data to meet customers’ interests and preferences.
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Why Whole Foods’ Daily Shops won’t feature Just Walk Out tech
Display movement is “very restricted” when the tech is in use, a Whole Foods executive said during a store tour of the new format.
Updated Oct. 7, 2024 -
Will Google’s updated AI features up the ante for search experiences?
New features enhancing Lens’ ability to search photos and offering a better layout for recipe results could elevate customer expectations for overall search UX.
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How influencers sway consumer purchasing decisions
More consumers are placing their trust in influencers, especially in online communities with niche interests, a Mavely survey found.
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Why in-store customer satisfaction drops during peak periods
Careful management of break times, shift rotations and daily store maintenance can help keep customer satisfaction high throughout the day.
Updated Oct. 4, 2024 -
C-store discounts resonate with loyalty members, fall flat with non-members, report shows
The American Customer Satisfaction Index shows a significant gap between the two consumer groups’ view of sales and promotion frequency.