The Latest
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Social platforms draw consumers in, but conversions falter
Social media has become the No. 1 channel for consumers globally to find new products, ESW found. But trust in those checkout experiences remain elusive, creating a fragmented customer journey.
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Financial perks are the top draw of travel loyalty, but they don’t create stickiness
Successful loyalty models back up their discount-focused program with a combination of experience and convenience that is hard for other brands to replicate.
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How the right contact center culture can drive measurable ROI
When agents feel like they have a career, not just a job, attrition drops — and lower turnover is a clear source of ROI, Morgan & Morgan’s Angie Flury said.
Updated July 17, 2026 -
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United Airlines CEO: ‘Brand loyalty wins’
Amid rising fuel prices, United is staying focused on serving its customers and proving the resilience of its brand loyalty strategy, CEO Scott Kirby said.
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Consumer spending is strong, but sentiment is low. What does that mean for CX?
“For CX professionals, the real risk here is complacency,” Watermark Consulting’s Jon Picoult said. “If you believe the spending and sentiment data, it points to a fragile state of affairs.”
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Consumers say rewards matter, but many aren’t actually using them
In the crowded loyalty landscape, a successful program goes beyond growing enrollment to actually influencing customers’ shopping behavior.
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Hotel guest satisfaction rises as travel dollars go further
Guests feel they are receiving more value, with higher quality food and beverage offerings and room improvements, a JD Power annual index study found.
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Bank of America’s chatbot Erica continues to amplify digital engagement
Active users of Bank of America’s chatbot grew 23% year over year to 24.6 million.
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Contacting customer service is the last thing customers want to do
Handoffs are a source of friction. Nearly all consumers expect their information to be available across channels so they don’t have to repeat themselves, according to Genesys.
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Brands miss the mark on recovery after a poor customer service interaction
Three in 10 consumers say the company took no action at all in response to their most recent poor customer service experience, a CCW Digital survey found.
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Why friction isn’t always bad for customer experience
Removing every step, delay and decision can leave customers less engaged — and less loyal.
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Delta’s simplified rebooking, AI assistant boost NPS
The airline's loyalty program and premium offerings produced strong financial results, while investments in CX reinforced its competitive advantage, executives said.
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In customer service, third-party generative AI tools are beating brand chatbots
While consumers' use of third-party generative AI tools has doubled in the past year alone, company-provided chatbot usage hasn’t statistically increased since 2022, Gartner found.
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Courtesy of OpenTable
OpenTable introduces hard-to-book tables to its loyalty program
The restaurant-reservation service company’s new experiential benefit may help it move beyond transactional benefits.
Updated July 10, 2026 -
Courtesy of PNC
PNC’s new mobile banking app built on personalization
The Pittsburgh-based bank wanted to debut a customizable app with more features and functionality “without making it heavy,” said Alex Overstrom, the lender’s head of retail banking.
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3 factors diminish consumer trust in digital experiences
Brands are falling short on transparency, perceived intent and human accountability compared to customer expectations, a Sitecore and Ipsos survey found.
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As AI’s role expands, the customer service labor market contracts
Job postings for customer service in the U.S. have dropped about 10% below pre-pandemic levels, according to Indeed Hiring Lab data.
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Loyalty programs are powerful drivers of repeat visits amid economic uncertainty
More than half of shoppers say they are more likely to sign up for a program during economic uncertainty, LoyaltyLion found.
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Home Depot adds 7-Eleven, Jimmy John’s as pro loyalty partners
Every quarter the retailer will refresh its pro loyalty partnership offers, which span four lifestyle and business categories.
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How CX leaders are managing their workforces in an AI era
“If you're saying, ‘I'll just throw AI and humans in there together, it's all going to be fine,’ I think you're looking at it the wrong way,” Talkdesk CMO Neville Letzerich said.
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Courtesy of Choice Hotels International
Hotels tap into experiences as travelers seek maximum value this summer
Consumers are “prioritizing experiences that deliver a strong emotional return,” Priceline's Christina Bennett said.
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Behind the disconnect: how CX leaders view AI projects and results
CX leaders are calling their AI projects a success, but many are hitting roadblocks. What’s the disconnect?
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What customer service loses when it fails on accessibility for deaf customers
Deaf and hard of hearing shoppers represent $175 billion in discretionary spending. However, the customer service experience has failed to evolve to meet their needs.
Updated July 6, 2026 -
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What CX leaders should do when a brand dies
The right approach depends on the type of shutdown and whether there's a customer relationship to preserve.
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Why United Airlines is teaming up with Lyft on loyalty
The partnership demonstrates a key aspect of successful collaborations: Both sides get something specific from the deal, and neither has to worry about the other stealing its customers.
