The Latest

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    How to make customer service agentic AI live up to its potential

    Businesses see success when they have clean, accessible data and understand where agentic AI can replace live support and where it can’t.

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    Circle K redesigns loyalty program with visit-based model

    The updated Inner Circle platform looks to simplify Circle K’s loyalty experience.

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    Ethan Miller/Getty Images via Getty Images
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    Amazon customers are embracing Alexa for Shopping

    The number of active users of Alexa for Shopping nearly doubled in the second quarter, with interactions up five times year over year, CEO Andy Jassy said.

    Updated Aug. 3, 2026
  • EU flags in front of the Berlaymont building, headquarters of the European Commission in Brussels, Belgium.
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    The EU AI Act requires AI transparency. What does it mean for CX?

    Companies that want to do business in the European Union will now have to disclose when customers interact with AI and when content is AI generated. It’s as much of a CX issue as a compliance challenge.

  • A photograph of a brown sign with white lettering that says Starbucks Center.
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    David Ryder via Getty Images
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    Starbucks’ experience refinements are ‘turning engagement into rituals,’ CEO says

    According to CEO Brian Niccol, better customer service and a revamped loyalty program are building trust with customers and making the brand more visible.

    Updated July 31, 2026
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    Spencer Platt via Getty Images
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    Chipotle’s efforts to engage customers with rewards in-restaurant pay off

    “While food quality and generous portions bring guests through our doors, it's the experience we deliver that keeps them coming back,” CEO Scott Boatwright said.

  • Close-up of electronic shelf labels in a refrigerated case displaying “SALE” prices for Lifeway kefir, including “Organic Peach Lowfat Kefir,” with pricing shown as “REG 6.99,” “SALE 5.54,” and “WITH PRIME 4.99,” and blurred dairy containers behind.
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    Catherine Douglas Moran/CX Dive
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    What grocers need to know about the pushback against dynamic pricing

    Retailers are facing uncertainty as states block them from using consumer data to set individualized prices and the FTC directs attention to the issue.

  • People mingle in front of a JetBlue logo.
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    Kevin Dietsch via Getty Images
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    JetBlue revamps fare class as it looks to bolster revenue

    The carrier is launching a new first-class domestic seat, joining other airlines expanding premium experience offerings to meet demand and boost revenue.

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    Justin Sullivan / Staff via Getty Images
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    AT&T’s customer service now offers callers a record of their discussion

    “It may seem like a simple feature, but its purpose is powerful: to help customers leave the conversation with confidence and clarity,” SVP of Customer Care Cristy Swink said. 

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    Can T-Mobile and Verizon win on the strength of customer experience?

    Customer service can be a competitive differentiator, but the companies need to be careful about taking CX metrics as a forecast for future growth.

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    Travelers are looking for AI-assisted planning, 24/7 customer support

    A recent report from Allianz Partners found that 37% of U.S. travelers use AI to plan travel and expect “fast, intuitive, and mobile-first interactions” during trips.

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    Catherine Douglas Moran/CX Dive
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    If loyalty programs are so important, why doesn’t Trader Joe’s have one?

    The brand has the highest loyalty among U.S. grocers because loyalty is a strategy, not just a program, experts say.

  • Customers with luggage walk by a Starbucks at an airport.
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    Starbucks, Delta simplify the terms of their loyalty partnership

    Starting Aug. 5, members will earn one mile per dollar spent at Starbucks. Will this move the needle with customers?

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    Justin Sullivan via Getty Images
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    Southwest hits milestone with its rewards program

    More than a year after drastic changes to its offerings, Southwest says its strong engagement proves customers met them with open arms. Revenue is following.

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    Q&A

    Tasks, not customer tiers should drive bank AI use: Deloitte

    Everybody needs “to be heard, comforted, educated in times of high stress,” a Deloitte consultant said. Customers who are lower on the value scale need to receive the same excellent experience “or you're going to lose them.”

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    Justin Sullivan via Getty Images
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    Verizon continues to fight churn with CX investments

    “We've been investing in every part of that end-to-end customer journey, from the in-store experience to our digital channels, to our billing, to our customer service,” CEO Dan Schulman said.

  • T-Mobile store in May 2024 after announcement of planned U.S. Cellular acquisition
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    Justin Sullivan via Getty Images
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    T-Mobile’s NPS is a strength, but customer acquisition slows

    The company’s NPS of 46 is a “record high” for a major wireless carrier, CEO Srini Gopalan said. However, it is grappling with slower postpaid net account additions.

  • Uber rideshare airports Adyen payments
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    Mario Tama via Getty Images
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    Uber cuts 10% of customer service team as it embraces AI

    Uber joins a growing list of companies laying off customer service workers and pivoting to AI. What's behind it is more complicated.

  • The entrance of a Moe's Casa Mexicana restaurant.
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    Courtesy of GoToFoods
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    How one company is using music to shape its experience abroad

    No matter where Moe’s Southwest Grill opens a location, music is how it brings the brand to life, GoToFoods’ Brittany Metcalfe said.

  • The Bank of America logo is displayed on a sign in front of a Bank of America office on July 16, 2025 in Sunnyvale, California.
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    Justin Sullivan / Staff via Getty Images
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    Bank of America upgrades customer service employee tool

    Generative AI capabilities added to EricaAssist will allow customer service employees to handle client inquiries more quickly, the lender said.

  • airlines antitrust Alaska Air Group
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    Stephen Brashear via Getty Images
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    Alaska Air sees NPS fly high following service system rollout

    The single passenger service system streamlines booking, check‑in, loyalty programs, airport operations and employee support, further integrating Hawaiian Airlines.

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    A clear path to a live agent grows trust in AI customer service

    More than half of consumers trust AI when offered a clear path to a live agent, whereas only about one-quarter trust it when no human option is available, a Five9 study found. 

  • People and tourist walking by the colorful electronic sign of Bank of America in Times Square.
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    How Bank of America’s rewards program courts Gen Z

    The bank’s redesigned loyalty program, which made it easier to become a member, added more than 3 million customers in the seven weeks since launch.

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    Customer satisfaction scores rise when agents express empathy

    When the stakes are high and resolution is still within reach, representatives who provide emotional validation are more likely to improve satisfaction, a Level AI analysis found.

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    Data transparency is a tool to win back customer loyalty

    Three in five consumers say they are more loyal to brands that clearly explain their privacy practices, a Sogolytics survey found.