‘Sufficient but unspectacular’: How banks can improve their mobile app experience

U.S. Bank and Bank of America lead in offering the best banking app experience, according to Forrester. Both have improved their conversational assistants.

What’s the future of consumer protections under the next president?

While Vice President Kamala Harris promises to protect consumers from junk fees and fraud, former President Donald Trump pledges to expand his deregulation policy.

Paytronix acquired by The Access Group

The deal will expand the offerings available through Paytronix’s platform and help accelerate its growth, executives said.

Why CX is becoming the new priority for CIOs

Bojangles CIO Richard Del Valle witnessed the priority shift first hand as his team pivoted from operating as an infrastructure- to a guest-focused IT team.

When is generative AI the wrong tool?

Despite the hype, the technology is often not the most cost-effective, reliable or efficient tool for enterprises to use, according to Gartner’s Rita Sallam. 

Wendy’s credits tech for better drive-thru experiences, employee satisfaction

The drive-thru accounts for 70% of transactions, and the company is focusing on improvements, including AI, that can enhance the drive-thru experience.

Most consumers prefer live agents for customer service, survey finds

Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say.

Starbucks brews CX plans to improve in-store, mobile ordering

The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.

Shake Shack to launch loyalty program in 2025

A rewards program will be a long-term sales driver, but it will not likely impact 2025 performance at the fast casual chain.

As Election Day approaches, what’s the future of federal CX?

While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.

Chopra defends CFPB open banking rule in face of lawsuit

Consumer Financial Protection Bureau Director Rohit Chopra called out bank litigants that sued over the rule, saying he didn’t think they’d even read it.

McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3

The restaurant will expand its Ready on Arrival system to six major markets to help speed up mobile order fulfillment.

How The Vitamin Shoppe builds flexible customer experiences

The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.

How DOT’s cash refunds for canceled flight rule could build customer trust

The rule, which went into effect Monday, requires airlines to provide customers with automatic cash refunds for canceled or significantly delayed service.

Amazon, Google sue over fake online reviews

The dual complaints in federal court target sellers of fake reviews for retailers and local businesses that market on the web giants.

Are chief customer officers really driving CX improvements?

The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.

3 ways Denny’s is boosting the digital guest experience

The chain continues to invest in virtual brands and direct and third-party ordering and will revise its loyalty program to build its digital customer base.

More CMOs are making strategies with customers in mind, study finds

Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.

A look at how culture, employee experience fit into global CX standards

The standards for CX created by Bain, Kantar and Qualtrics call on leaders to play a major role in shaping a customer-centric culture across the business.

FCC opens review of customer service practices of cable, phone companies

“No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.

Gartner sounds alarm on AI cost, data challenges

“Cost is as big an AI risk as security,” Mary Mesaglio, distinguished VP analyst at Gartner, said during a conference keynote last week.

T-Mobile to tap AI for preemptive customer service

The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.

American has a plan to win back business, premium customers

The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.

Starbucks’ Q4 results nosedive ‘reflects challenged customer experience’

CEO Brian Niccol said the chain will address issues with its complex menu, pricing architecture and mobile order and payments system.

Deploying generative AI? Don’t lose sight of customer-centricity

Without customer-centric goals, businesses risk focusing on easy-to-prove cost savings at the cost of longer term, transformational customer experience improvement.