Dollar General turns to experience to further boost sales

The off-price retailer aims to grow its momentum with friendly in-store experiences and expanded same-day delivery.

Brian Niccol’s 6-month update on Starbucks turnaround plan

The coffee chain’s CEO said investments in store experience are ramping up, but union members say the brand isn’t spending enough on hourly workers.

Stitch Fix credits CX improvements for better-than-expected earnings

The online retailer has slowed the loss of customers and sees customer experience initiatives as the path back to revenue growth.

Dick’s Sporting Goods builds on store success with employee investments

The retailer aims to expand on its experiential store success through increased use of RFID tags and a greater emphasis on associate training.

McDonald’s creates ‘restaurant experience’ team to sharpen menu innovation

The Golden Arches’ new team replaces its customer experience unit and includes three cohorts dedicated to chicken, beef and beverage/dessert.

Kohl’s turns to simpler, reliable experiences to improve its fortunes

Complex coupons, poor cross-channel experiences and the elimination of jewelry spaces have weighed on the retailer’s core experience — and sales.

Southwest ditches two free checked bags policy

The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.

How Dick’s Sporting Goods is mastering the omnichannel game

The retailer has found success by shifting from a speed-at-all-costs strategy to one that prioritizes predictability for customers.

Top airports create environment ‘where passengers feel valued’

As customer expectations continue to rise, airports are under pressure to innovate and enhance their offerings.

Retailers are pushing payment modernization as customers ask for more

A KPMG survey found that a majority of retailers plan to keep updating their payment programs to keep up with consumer tech demands.

Macy’s revamped stores shine as it sheds underperforming locations

The retailer’s reimagined stores illustrate that “when we invest in the customer experience, we can grow sales,” CEO Tony Spring said during an earnings call.

Gross bathroom? It can cost your customer experience

Dirty restrooms, out-of-stock paper towels, and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.

Amazon adds new grocery tools to Alexa

Alexa+ can order groceries from Amazon Fresh and Whole Foods Market, track purchase history, and remember recipes and dietary preferences.

Best Buy prioritizes omnichannel experience, returns to sales growth

The electronics retailer credited investments in personalization, stores and personnel for better-than-expected sales growth in its latest quarter.

Tariffs are spooking consumers

As the tariffs take effect and inflation looms, businesses are working to retain consumers who are looking to cut back.

Instacart steps up AI deployments

The grocery technology company aims to use AI to improve shelf scanning, with plans to test the capability on videos taken by workers and from its Caper Carts.

Lowe’s, Home Depot bring advice online with AI-powered tools

Both of the home improvement retailers released tools this week that seek to offer shoppers the level of guidance they would receive in-store while browsing online.

The risks of generative AI in CX — and how to overcome them

Implementing customer-facing generative AI poses challenges, from the potential degradation of customer experience to unexpected costs.

Consumers say it’s harder to interact with businesses

Customers say companies are more interested in technological investments that improve profits rather than their experience, a Pegasystems survey found.

How DSW’s CMO is overhauling the brand for a new age of retail

Sarah Crockett detailed her approach to rehabilitating the brand while keeping its most loyal customers.

Portillo’s launches loyalty without an app

The hot dog chain hopes its loyalty program, based in digital wallets, can offer personalized options for guests and businesses without causing app fatigue.

Target aims to triple its paid loyalty program membership in three years

The company added 13 million members to its loyalty programs in 2024. It plans to enhance its paid program with monthly gifts and exclusive deals to help it grow.

Target puts reliability at the forefront of its CX strategy

Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.

Hotel Tech-in: The AI agent fielding front desk calls

Canary Technologies’ AI Voice platform can answer guest calls, reply to questions and make or cancel bookings.

Gen Z used BNPL more than credit cards over holidays, survey finds

It was the first J.D. Power survey to show that BNPL overtook credit card use among that demographic.