The Latest

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  Inside H&M’s digital relaunch and approach to multichannel experiences

  Head of Digital Jenn Volk explains how the retailer reimagined digital to increase brand storytelling around moments like its Charli XCX collaboration.

  Strategy

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  Banks offer more customer support, boosting satisfaction

  Despite economic anxiety, customers’ satisfaction with their banks is strong — and growing stronger, J.D. Power found.

  Strategy

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  EG America overhauls loyalty program

  The retailer's SmartRewards platform now includes several personalized features aimed at creating a more intuitive shopping experience.

  Loyalty

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  Instacart adds tools to address out-of-stocks

  The company said its new offerings will help provide a real-time understanding of what’s on store shelves.

  Loyalty

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  There’s a big gap between what consumers and CX leaders value

  Consumers value first-contact resolution and knowledgeable agents significantly more than customer experience leaders, a Genesys survey finds.

  Strategy

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  As inflation looms, brands have to work harder for loyalty

  Price sensitivity tops the list of purchase considerations, forcing consumers to trade down, according to the EY Future Consumer Index.

  Strategy

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  Consumer expectations for future plunge to 12-year low on tariff anxiety

  Pessimism about price pressures rose, with expectations for inflation in 12 months increasing to 6.2% this month from 5.8% in February, the Conference Board said.

  Strategy

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  AI is rapidly changing how consumers shop online

  More than half of consumers report their search habits have become more conversational, Bloomreach found.

  AI & Automation

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  Bank customers want clearer communication on cybersecurity: survey

  Static, bare-bones website text about information security is “not enough anymore,” an Accenture executive said.

  Data & Analytics

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  Why Shake Shack’s parent company ties employee experience to CX

  Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.

  Strategy

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  4 experts on the role of generative AI in CX

  Verizon and Indeed executives spoke at Qualtrics X4 about using generative AI to supercharge data crunching capabilities and reduce workers’ cognitive load.

  Updated March 26, 2025

  AI & Automation

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  Most consumers care more about human connection than speed, survey finds

  As more businesses deploy self-service options, it’s critical for businesses to offer customers the ability to talk to a human, Five9 finds.

  Technology

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  Zaxbys adds AI cameras to drive-thru

  The technology from Berry AI measures speed of service and line abandonment, which could identify bottlenecks and boost drive-thru times.

  AI & Automation

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  Retailers deploy AI in pursuit of CX gains, loss prevention

  Despite adoption plans, companies are grappling with system integration issues, a lack of training resources and frayed customer trust, according to Everseen.

  Strategy

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  Economic data ‘point to headwinds ahead,’ Conference Board says

  Economists at several organizations have recently warned of trade war risks and forecast slower economic growth this year.

  Strategy

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  Sam’s Club and Chime put people first in their AI implementations

  The companies are balancing automation and the human touch, and they offered insight into how this plays out at the Qualtrics X4 conference.

  AI & Automation

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  Frontier Airlines makes a play for customers upset by Southwest’s bag policy

  “We’ve always had heart. Some airlines are walking away from what travelers love, but we’re running towards it,” CEO Barry Biffle said.

  Loyalty

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  Instacart increases grocery personalization with new AI tech

  The grocery technology company unveiled tools to help better predict customers’ dietary needs and refine product recommendations. 

  Personalization

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  Most executives see the potential of AI for experiences, but many remain wary

  While AI can have a measurable impact on the bottom line, leaders need to embrace significant changes to their governance if they want the full benefit, experts say.

  Strategy

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  Deep Dive

  Can Southwest make investors and its most loyal customers happy?

  The airline has enjoyed unusual brand loyalty. But under activist pressure to shore up profits, Southwest is gambling with what customers love most.

  Updated March 19, 2025

  Strategy

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  How Indeed creates a ‘shared vocabulary’ around customer data

  The vocabulary distills that noisy data into a cohesive narrative that tells the story of who the customer is — and what they need from the company. 

  Strategy

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  Yum Brands, Nvidia will deploy new AI at 500 restaurants

  The restaurant giant is working with the tech company on drive-thru and call-center voice AI, computer vision to analyze operations, and AI analytics at the restaurant level.

  AI & Automation

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  Inside Lowe’s loyalty program revamp

  The retailer spoke to DIY and pro customers to draw insights from their behavior, allowing the unique needs of both customer bases to shine through, Lowe’s head of customer marketing and loyalty said.

  Loyalty

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  Global trust in digital services falls as consumer data privacy concerns grow

  Consumers are skeptical of how brands use their data, and they’re willing to abandon brands if their trust is broken, a Thales survey found.

  Strategy

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  Kroger cuts jobs at 84.51°

  The layoffs at the grocer’s retail analytics subsidiary reflect an effort by the company to “focus on the key priorities that power our go-to-market strategy,” a spokesperson said.

  Loyalty

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