The Latest

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    A guide to implementing AI in customer experience

    From change management to adapting digital experience for AI assistants, brands must treat AI deployment holistically.

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    Alamy
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    Maintaining brand relevancy: Here’s what the numbers say

    Public perception may be a key indicator of brand performance, according to a report from The Harris Poll company QuestBrand.

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    Why brands need to optimize their mobile apps and websites for AI

    Brands have built their digital experiences on Google’s search algorithm, but that needs to change as consumer behavior evolves, experts say.

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    Alamy
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    Marriott added more than 40 million loyalty members in 2025

    The hotel company has fueled its loyalty program through partnerships with companies like Uber and Starbucks, CEO Anthony Capuano said.

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    Dani James/CX Dive
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    Target cuts 500 roles, invests in store payroll and customer experience

    The mass retailer, which cut about 1,000 corporate positions last year, is now putting "significantly" more investment into store labor and hours.

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    Customers reward ‘relevance, not repetition’

    Just over half of consumers say they have switched to a competitor because they’ve been bombarded with too many messages, according to an Optimove survey.

  • A Lowe's store stands in Brooklyn on Feb. 27, 2024 in New York City.
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    What Lowe’s has learned from the Mylow AI assistant

    A year since launching Mylow, the retailer is improving how it uses AI to connect online and in-store experiences, fine tune personalization and instill trust.

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    Courtesy of RaceTrac
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    RaceTrac joins wave of loyalty updates

    The retailer is revamping its existing tiered rewards setup through a partnership with AI-powered loyalty solutions company Capillary Technologies.

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    Massimo Rosi via Getty Images
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    How the IOC’s data platform engages Olympics fans from flame to flame

    The International Olympic Committee uses its customer data platform to engage fans with personalized, relevant content from one Olympics to the next.

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    Courtesy of Albertsons
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    Albertsons unveils one-stop digital shop for party planning

    The new platform, Celebrations, is equipped with the grocer’s new AI shopping assistant and gives customers access to a wide range of hosting and decorating necessities.

  • Amazon CEO Andy Jassy speaks during a keynote address at AWS re:Invent 2024, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on December 3, 2024 in Las Vegas, Nevada.
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    Noah Berger / Stringer via Getty Images
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    Amazon CEO says retailers have upper hand in agentic AI shopping

    Andy Jassy believes third-party agents are good at aggregation, but retailers still hold the advantage in customer trust and data.

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    Justin Sullivan via Getty Images
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    Google plans new checkout experience inside AI mode

    Executives see agentic AI as a driver for growth and are working to improve the experience through its Universal Commerce Protocol, an open standard for agentic commerce.

  • A mother and her child work on a DIY project inside a Lowe's store.
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    Courtesy of Lowe's
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    Lowe’s adds kids workshops to its loyalty program

    The home improvement retailer is building out its MyLowe’s Rewards program with “great member-only moments,” SVP of Digital Commerce Joe Cano said.

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    Courtesy of Fogo de Chao
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    Fogo de Chão deploys AI phone system

    The full-service chain has been leaning heavily on AI to manage various elements of its operations to enhance the guest experience.

  • A person looks on their phone lounging on the couch with a Sonos Mini in the foreground.
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    Courtesy of Sonos
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    With reliability restored, Sonos focuses on customer advocacy

    Having spent the past year working to win back customer trust, the sound company is ready to build on that, rolling out new products and previewing its AI ambitions.

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    Neiu20001 via Getty Images
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    Humana rolls out AI support tool for call centers

    Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

  • A close up image of a round red sign that says "Chipotle Mexican Grill."
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    Courtesy of Chipotle/Photograph by Media Wisdom Photography Ltd
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    Chipotle plans to relaunch its loyalty program in the spring, CEO says

    The updated loyalty program will target in-restaurant customers and remove friction from the checkout experience, CEO Scott Boatwright said.

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    Getty Images
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    AI is saving customer support teams time, survey finds

    Other benefits include scaling support without growing headcount and reduced cost to serve, according to an Intercom survey.

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    Permission granted by Qualtrics
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    Qualtrics appoints former Oracle executive CEO

    Jason Maynard takes the helm of the experience management company as AI’s role in customer experience grows.

  • The Vitamin Shoppe's innovation store.
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    Courtesy of The Vitamin Shoppe
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    The Vitamin Shoppe opens AI-enabled store in NYC

    The location debuts the company’s Shoppe Advisor, an AI-powered discovery tool that focuses on in-store education, engagement and personalization. 

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    Does upselling boost sales or lead to customer regret and distrust?

    “Upselling only helps the business when it helps the customer maintain confidence and control,” EY’s Patricia Camden said.

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    FedEx launches AI tools to answer customers’ last-mile questions

    The tools automatically answer common queries such as “Where is my order?” and “Where is my refund?”

  • Mockups of Just Salad's Rewards program
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    Courtesy of Just Salad
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    Just Salad launches ‘instant gratification’ rewards system

    While many restaurant chains are shifting to points-based programs, the salad brand is leaning into gamified mystery rewards on every order above $12.

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    What CX leaders need to consider as the AI regulatory landscape evolves

    Despite the prospect of a more unified regulatory framework following the Trump administration’s executive order on AI, experts warn against treating the directive as a signal to relax AI oversight.

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    Peyton Bigora/CX Dive
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    How Sprouts gamifies employee training

    Swapping out longer learning modules for “bite-sized” games has improved associate performance, the grocer shared at the National Retail Federation’s Big Show.