The Latest

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  Shopsense launches retail media platform for second-screen shopping

  The technology allows TV watchers to purchase items inspired by on-screen programming in real time.

  Technology

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  Airlines sue to block DOT ‘junk fees’ rule

  While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.

  Strategy

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  Instacart sees smart carts as key growth driver

  The company expects to deploy thousands of its screen-equipped carts in grocery stores by the end of 2024, CEO Fidji Simo said.

  Technology

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  Opinion

  Why digital product passports are tailor-made for CX

  While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.

  Strategy

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  Senate Democrats push to keep call center jobs in US

  The bill would require companies that transfer call center operations overseas to notify the Department of Labor or face fines, among other penalties.

  Customer Service

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  Call center data security can be complex. Here’s how to keep information safe.

  Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.

  Data & Analytics

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  Why CX penalties hit organizations long after a cyber incident

  “Even though there’s a high possibility that brand value can go down after a major incident, having reputational capital with customers helps them forgive the business,” an expert told CX Dive.

  Strategy

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  CFPB, DOT take aim at airline rewards

  The two agencies raised concerns that airlines and card companies could arbitrarily devalue points accrued in their joint rewards programs, amounting to a bait-and-switch for customers.

  Strategy

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  Online shopping takes excessive effort for many customers, study finds

  Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.

  AI & Automation

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  California bans hidden fees starting July 1

  The state will require businesses to include all mandatory fees in listed prices, making it harder for restaurants to impose service charges.

  Strategy

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  Southwest, Delta lead among airlines for customer satisfaction

  Substantial investments in staff last year separated the two top-performing carriers from other airlines, according to J.D. Power.

  Strategy

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  How Aflac built a customer-centric business culture

  Placing customers at the center of everything they do is paramount for the insurance company, whether it’s simple transactional interactions or more complex claim assistance. 

  Strategy

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  The Gen Z traveler has landed: Here’s what the numbers say

  Consumer expectations are evolving as many seek out opportunities to make up for time lost during the pandemic, per a recent PMG report.

  Strategy

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  Call center agents feel overwhelmed, but research shows tech can offer relief

  Tools can help agents navigate complex policies and better understand customer inquiries, leading to better satisfaction, according to Deloitte Digital.

  Customer Service

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  Southwest adds loyalty member benefits, expands point-spending flexibility

  The carrier now allows enrolled customers use a combination of points and cash to book flights as well as hotel stays.

  Strategy

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  Chime dinged by CFPB for delayed customer refunds

  “When Chime discovered the issue, we worked with our vendor to resolve the error and issued refunds to impacted consumers,” a Chime spokesperson said, noting most issues occurred in 2020 and 2021.

  Customer Service

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  Wendy’s credits loyalty program, mobile app investments for customer growth

  “The experience we deliver to our customers is the most impactful driver of our business,” CEO Kirk Tanner said.

  Personalization

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  Shake Shack’s kiosks are now its largest ordering channel

  The chain added upselling options to its kiosks and made the channel’s customization experience more similar to online ordering.

  Technology

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  Starbucks needs to focus on experience, not transactions, former CEO says

  Howard Schultz called on the coffee chain's executives to “spend more time with those who wear the green apron” and to better understand customer needs. 

  Strategy

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  Enterprises prep for big AI spending, but data woes prevent progress

  Modernizing IT estates will cost enterprises an average of $35.5 million this year, a Couchbase survey found.

  Data & Analytics

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  Why survey begging leads to unreliable data — and what to do instead

  “People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”

  Strategy

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  Back to CX Basics: How to speak the language of data

  Data science fundamentals can help CX leaders react quickly to changing consumer demands, understand the value of their investments and better communicate their findings.

  Data & Analytics

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  Automatic age verification comes to self-checkout

  An AI-driven solution that’s being tested in Germany has eliminated the need for cashier intervention in 80% of age-restricted transactions, manufacturer Diebold Nixdorf said.

  Technology

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  IHOP’s point-of-sale migration is boosting speed, check totals

  The diner chain has nearly completed a two-year migration of 1,500 restaurants to Tray’s platform, which integrates with handheld server tablets to trim order and pay times. 

  Technology

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  Ford invests in dealer education to improve customer experience

  With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.

  Strategy

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