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Field service turns to AI to give technicians more time with customers
AAA Roadside Assistance sped up its response time to customers by 5 minutes after deploying Salesforce’s field service management software.
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Chewy’s customer care AI tools reduce handle times, lower costs
CEO Sumit Singh said AI tools “improve on the ability for us to self-serve customers that then drives reduced contact rates, which then directly leads to lowering of costs.”
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Sam Silverstein/CX Dive
NJ lawmakers advance bill that would limit dynamic pricing methods
The measure is among a number of state-level legislative efforts aimed at restricting retailers from using data about consumers to customize prices.
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Booking.com points to human support as its ‘differentiator’
The online travel agency is using AI to route customers to the best channel on first contact and to contextualize customers’ inquiries for service representatives.
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Agentic AI is finally starting to pay off for customer support
Nearly two-thirds of service leaders reported higher agent productivity, with 39% reporting lower cost per contact, according to Deloitte Digital.
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Why knowledge management is a prerequisite to AI deployment
"The industry is learning the hard way that a large language model is like a brilliant engine, but knowledge is the fuel," WalkMe’s KJ Kusch said. "If you put sludge in the tank, the car isn't going anywhere.”
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Courtesy of Domino's
Domino’s uses AI to improve Tracker pickup and delivery times
The tracking engine combines inputs from team members with machine learning to offer more accurate time estimates.
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Starbucks rolls out ordering changes to unify experience across all stores
Kiosks and scheduled orders could be coming to Starbucks cafes in airports, as the chain looks to speed up operations at high-traffic licensed stores.
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Courtesy of Shoptalk
How Gap Inc. is ‘leaning in’ to AI to elevate online shopping
The apparel retailer is accelerating its digital experience with two new partnerships, CTO Sven Gerjets told an audience at Shoptalk.
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Permission granted by Qualtrics
Why TruGreen’s CFO champions customer experience
When the lawn care provider faced a retention rate lower than competitors, it looked to customer experience to drive profitable growth.
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Retrieved from Home Depot on March 23, 2026
The Home Depot beefs up digital shopping experience for pros
As it pursues home improvement professionals, the retailer is enhancing the online experience with tools for better project management.
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Daphne Howland/CX Dive
Why REI treats CX as a critical business function
The outdoor retailer is focused on doubling down on its differentiators, REI’s Clay Walton-House said. That means investing in its elevated services and member experience.
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BNPL usage surges amid affordability woes, study finds
As more consumers turn to short-term financing, CX experts suggest retailers offer the payment option for mid- to high-ticket discretionary items — and not as a form of credit for small purchases.
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Shoppers want some personalization, but brands can take it too far
Nearly all consumers are at least neutral toward back-in-stock alerts, one study found. But for some, personalization based on information they never shared feels uncomfortable.
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Lowe’s launches subscription service for in-home maintenance
For $99 annually, HomeCare+ subscribers can have two in-home visits a year, spanning services like electric dryer vent cleaning and electric water heater flush.
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Courtesy of Qualtrics
3 CX priorities leaders are focused on this year
At Qualtrics' X4 in Seattle, thousands of CX practitioners gathered to discuss how much the customer experience practice has grown, while highlighting the need for executive sponsorship and buy-in across the enterprise.
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Surveillance pricing threatens consumer trust and loyalty
“If people feel like the price is based on ‘who I am’ instead of what the product actually costs, that feels really icky,” Experience Investigator’s Jeannie Walters said.
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Customers check returns policies before they buy, study finds
Generous returns policies can win over new customers, while the opposite can cost businesses customers’ trust, recent surveys found.
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At Bob’s Discount Furniture, customer satisfaction tops 90%
Associates create a “low-pressure sales environment” that differentiates the furniture retailer's customer experience from competitors, President and CEO Bill Barton said.
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How Kaiser and Dell Technologies approach data analytics for customer experience
AI has made data analytics easier, but companies need human judgment to improve the experience, executives said at a Qualtrics X4 panel Wednesday.
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Williams-Sonoma aims to infuse its product authority in AI experiences
The technology is improving customer service, product discovery and the last mile — and it may soon land in the hands of store associates, executives said on an earnings call.
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Courtesy of El Pollo Loco
El Pollo Loco adds big experiences to loyalty program
Personalized offers, bonus rewards and access to menu items and events, like the 2026 Major League Soccer All-Star Game, could boost engagement.
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OpinionHow CX leaders can actually prove ROI
If CX wants more credibility, it has to stop reporting activity and start translating experience improvements into outcomes leadership already values.
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Courtesy of Walmart
Grocers face state and federal lawmakers’ scrutiny over ‘surveillance’ pricing
A slew of recently introduced bills aim to restrict how retailers use consumer data to make pricing decisions and some even ban electronic shelf labels.
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Half of consumers prefer brands that don’t use generative AI, Gartner finds
Consumers who are ambivalent or distrust the technology may walk away if they feel forced to use AI, one analyst said.
