The Latest
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Dollar General’s media network rolls out AI store audio program
The discount retailer is bringing the in-store media offering to about 6,000 locations through a new partnership with QSIC.
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Rent the Runway plans discovery experience revamp to increase conversions
The clothing rental company plans to present entire curated outfits on product display pages and introduce conversation search, CEO Jennifer Hyman said.
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Consumer sentiment crashed this month. What does it mean for CX leaders?
The broader economic atmosphere weighs heavily on consumers, who grow less tolerant of friction — and less patient with companies — as they become more stressed.
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Many agents plan to leave their current job, but fear of AI isn’t a big factor
Most representatives are on the lookout for positions offering hours that fit their needs and expect AI to make their jobs more complex or technical, Verint found.
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Courtesy of Chipotle
Chipotle overhauls rewards system
More free items, greater redemption flexibility and an in-store campaign to boost enrollment could help the fast casual giant grow its rewards base.
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How Lyft enlists customers, drivers to help tackle their pain points
The rideshare company brings together a diverse team as part of a hackathon to address customer pain points and ideate on new possibilities outside of existing roadmaps.
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Where points succeed, and fail, in the loyalty program equation
Points can provide reasons for customers to engage with a business while offering the company levers it can pull to adjust consumer behavior.
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The future of loyalty is personalized, not universal, perks
AI will enable loyalty personalization on a massive scale by helping brands dig through behavioral data and other relevant information for targeted offers, Gartner predicts.
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Courtesy of Claire's
Visa pushes subscription management tool
The card network is pitching a tool it says will make it easier to manage and cancel subscriptions in a single digital hub.
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As airlines capitalize on premium customers, they plan for more tiers
After United Airlines said it would introduce a basic fare in its premium cabin, Delta Air Lines shared its premium segmentation ambitions on an earnings call.
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Delta CEO: Premium customers ‘immune’ to disruption
Despite economic volatility, wealthier customers continue to travel and seek elevated experiences.
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Courtesy of Starbucks
Why points-based loyalty programs aren’t cutting it anymore
Segment leaders like Starbucks are instead using AI-targeted messaging, aspirational experiences and gamification to nudge consumers from one-time visitors to lifetime fans, Paytronix says.
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AT&T customers will be able to skip the line on Fanatics’ loyalty tiers
AT&T customers can join the loyalty program at a higher tier, and the wireless carrier will become an official partner of Fanatics’ annual fan festival.
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Courtesy of Starbucks
How Starbucks, Target, Dave & Buster’s invest in employees to boost CX
Financial incentives, better training and unified company culture are among the tools companies are using to enhance the employee experience.
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Economic challenges influence customer satisfaction with banks
Satisfaction dipped in the second half of the year, a warning sign that ‘the wind is not at banks’ back,” JD Power’s Jennifer White said.
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Caitlin Mullen/CX Dive
PNC adds rewards program
Perks include enhanced credit card rewards, cash rewards on some lending services and higher savings rates, the Pittsburgh-based super-regional said.
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How T-Mobile shifted its mentality around behavioral data
After marrying its behavioral data with survey data, the carrier was able to cut down on the length of its survey, from 10 minutes to two minutes.
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Shake Shack will overhaul its tech with focus on AI, loyalty
The fast casual burger brand hopes a new rewards system, modernized point-of-sale platform and AI-backed operational analytics will aid its growth.
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Companies can’t offset rising customer service tech costs with staff cuts, Gartner finds
Automation can’t replace human agents without the risk of operational disruption and a worse customer experience, the firm says.
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How MLB is leveraging automation and data to enhance fan messaging
The sports league has expanded its partnership with Adobe so individual clubs can create marketing that better matches how individual fans enjoy sports.
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JetBlue deepens premium push with paid subscription for its loyalty program
TrueBlue Subscriptions is divided into three tiers with monthly and annual payment options, and offers monthly loyalty points in addition to other perks.
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CX quality marginally improved globally last year, KPMG finds
Across all sectors, healthcare, retail, grocery and banking provided the best experiences, the advisory firm found.
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Human-driven service expected to be a luxury in 10 years, survey finds
More than two-thirds of consumers believe that AI- or machine-driven service will provide basic services, with people at the heart of premium experiences, according to Medallia.
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Self-service is a start, but phone remains the top support channel
Problems with self service, including AI chatbots that fail to understand queries and a lack of empathy, mean live agents remain essential, ServiceNow found.
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Courtesy of Starbucks
Starbucks adds performance bonuses, aligning worker incentives with CX goals
Baristas and shift supervisors at stores that hit sales, operational and customer satisfaction targets could see $300 quarterly bonuses starting in July.
