584 articles by Bryan Wassel

• Dave & Buster’s CEO: Guest experience ‘can never exceed’ staff experience

  April 1, 2026

• Consumers want associates to handle follow-up communication

  March 31, 2026

• Shoppers want some personalization, but brands can take it too far

  March 23, 2026

• Customers check returns policies before they buy, study finds

  March 20, 2026

• At Bob’s Discount Furniture, customer satisfaction tops 90%

  March 19, 2026

• Williams-Sonoma aims to infuse its product authority in AI experiences

  March 18, 2026

• Half of consumers prefer brands that don’t use generative AI, Gartner finds

  March 17, 2026

• Why consumers love, and sometimes hate, tiered loyalty programs

  March 17, 2026

• Ulta sees AI as a personalization tool — and its loyalty program as the fuel

  March 13, 2026

• Stitch Fix’s CX investments drive engagement, but growth not yet in reach

  March 12, 2026

• Kohl’s is investing in a better omnichannel experience. Is it enough?

  March 11, 2026

• Back to CX Basics: What makes for a great loyalty program?

  March 11, 2026

• Consumers prefer talking to people in customer service

  March 9, 2026

• Costco ties digital personalization to $470M in sales growth

  March 6, 2026

• FCC tackles call center offshoring with proposed rules

  March 6, 2026

• Delta shakes up CX, customer service leaders

  March 5, 2026

• Best Buy wants to be at the forefront of agentic AI discovery

  March 4, 2026

• Target plans $1B investment in the guest experience for 2026

  March 3, 2026

• Michaels revamps loyalty program with an eye on top-spending customers

  March 2, 2026

• Duolingo looks to limit friction as key metric of growth slows

  Feb. 27, 2026

• Papa Johns plans CX upgrades following corporate cuts

  Feb. 26, 2026

• Lowe’s CEO credits AI for ‘dramatic improvements in customer service’

  Feb. 25, 2026

• Home Depot creates store-level customer service management role

  Feb. 24, 2026

• Domino’s loyalty program fuels carryout growth

  Feb. 23, 2026

• Walmart sees speed and convenience boosting trust in its AI agent

  Feb. 20, 2026

• Loyal customers think brands place more value on new shoppers, survey finds

  Feb. 20, 2026

• Cultural response bias warps survey responses. How can brands overcome the issue?

  Feb. 19, 2026

• Pinterest sees visual discovery as its experience differentiator

  Feb. 17, 2026

• McDonald’s positions loyalty app at the center of its tech ambitions

  Feb. 13, 2026

• T-Mobile CEO says NPS is ‘the foundation of everything that we’re building’

  Feb. 12, 2026

• Are Target’s store investments enough to turn its experience around?

  Feb. 11, 2026

• Marriott added more than 40 million loyalty members in 2025

  Feb. 10, 2026

• What Lowe’s has learned from the Mylow AI assistant

  Feb. 9, 2026

• Amazon CEO says retailers have upper hand in agentic AI shopping

  Feb. 6, 2026

• Google plans new checkout experience inside AI mode

  Feb. 5, 2026

• Lowe’s adds kids workshops to its loyalty program

  Feb. 5, 2026

• Chipotle plans to relaunch its loyalty program in the spring, CEO says

  Feb. 4, 2026

• AI is saving customer support teams time, survey finds

  Feb. 4, 2026

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

  Feb. 2, 2026

• Verizon plans to fight churn with better end-to-end experience

  Jan. 30, 2026

• Southwest expects loyalty program benefits from switch to assigned seating

  Jan. 29, 2026

• The customer experience outlook for 2026

  Jan. 29, 2026

• As agentic AI ascends, companies are grappling with control

  Jan. 29, 2026

• Starbucks sees customers outside of its loyalty program as vital, too

  Jan. 28, 2026

• American Airlines sets its sights on premium customers in 2026

  Jan. 28, 2026

• Customer satisfaction with online retail stabilizes

  Jan. 27, 2026

• Home Depot’s key to great AI experiences? Ensure it remains an authority

  Jan. 26, 2026

• Clean, accurate data grows in importance as agentic AI gains momentum

  Jan. 22, 2026

• United reports record monthly NPS in November despite flight disruptions

  Jan. 21, 2026

• 3 retailers on their role in agentic AI experiences

  Jan. 20, 2026

• How Dine Brands, Michael Kors introduce data to employee workflows

  Jan. 16, 2026

• Why 2 companies build loyalty as quickly as possible

  Jan. 15, 2026

• Taco Bell aims for memorable, not frictionless, experiences

  Jan. 14, 2026

• How True Classic takes a proactive approach to the last mile

  Jan. 13, 2026

• How Home Depot, Wayfair executives are preparing for an agentic AI future

  Jan. 12, 2026

• Google Cloud wants to help brands build their own agentic AI bots

  Jan. 11, 2026

• Consumers want price monitoring, 24/7 support from AI agents, survey finds

  Jan. 9, 2026

• Late delivery? Proactive communication can save the experience, study finds

  Jan. 7, 2026

• Shoppers embraced AI customer service during holiday rush

  Jan. 6, 2026

• 6 customer experience trends to watch in 2026

  Jan. 6, 2026

• Amazon rolls out dedicated website that brings Alexa+ online

  Jan. 5, 2026

• Returns season is here. What are the best practices for a good experience?

  Jan. 5, 2026

• Digital experience shortfalls, proof of ROI remain major concerns

  Dec. 18, 2025

• Most consumers interacted with AI customer service during holiday shopping

  Dec. 17, 2025

• Why points-based loyalty programs will rule 2026

  Dec. 17, 2025

• Scan-and-go, extended hours help Costco enhance its warehouse experience

  Dec. 15, 2025

• Rent the Runway’s NPS improvements boost financials

  Dec. 12, 2025

• Alaska Airlines works to simplify travel discovery with AI trip planning tool

  Dec. 12, 2025

• Cracker Barrel aims to win back traffic ‘one guest at a time’

  Dec. 10, 2025

• Who is willing to pay for premium experiences?

  Dec. 9, 2025

• Stitch Fix stems active client losses as attention turns to personalization

  Dec. 8, 2025

• Kroger targets convenience and flexibility in e-commerce

  Dec. 5, 2025

• Albertsons launches agentic AI shopping assistant

  Dec. 4, 2025

• Macy’s credits store experience with record Q3 NPS

  Dec. 3, 2025

• How AI shaped the Cyber Week experience, for better and for worse

  Dec. 2, 2025

• Unclear discounts put a damper on the Black Friday experience

  Dec. 1, 2025

• Lyft’s agentic AI cuts resolution times, adds 24/7 support

  Dec. 1, 2025

• Amazon Connect launches AI agents capable of autonomous action

  Nov. 30, 2025

• Zoom says its biggest contact center customers want AI

  Nov. 25, 2025

• BJ’s credits convenience for high digital sales growth

  Nov. 24, 2025

• How Amazon, Target and Walmart are approaching AI in customer experience

  Nov. 24, 2025

• Walmart’s incoming CEO sees AI as a ‘strong enabler’ of its experience

  Nov. 20, 2025

• Target updates operations so associates can spend more time with shoppers

  Nov. 19, 2025

• Home Depot benefits from fast delivery and well-stocked shelves

  Nov. 18, 2025

• Consumers will pay more for empathy

  Nov. 18, 2025

• Why Papa Murphy’s rebuilt its loyalty program around a single rule

  Nov. 17, 2025

• Consumers drawn to AI for help with gift-buying research

  Nov. 13, 2025

• Snipes courts Gen Z with a value-focused loyalty program

  Nov. 12, 2025

• Wendy’s CX improvements carve out a bright spot amid weak sales

  Nov. 10, 2025

• Expedia Group AI agents handle more than half of queries, CFO says

  Nov. 7, 2025

• Lyft, United connect their loyalty program perks

  Nov. 6, 2025

• Sonos wants to be at the center of ‘AI personalities’

  Nov. 6, 2025

• Hertz shows wins from customer service investments, names CX chief

  Nov. 4, 2025

• Walmart introduces AI tools for in-store and online holiday shopping

  Nov. 3, 2025

• What do shoppers want from AI this holiday season?

  Nov. 3, 2025

• Amazon expects agentic AI to revolutionize online experiences — eventually

  Oct. 31, 2025

• 3 of the spookiest customer experiences

  Oct. 30, 2025

• Starbucks is getting faster at service, CEO says

  Oct. 30, 2025

• Verizon ‘must shift to a customer-first focus,’ new CEO says

  Oct. 29, 2025

• Wayfair invests in AI to power its customer experience push

  Oct. 28, 2025

• T-Mobile sets its sights on eliminating the ‘pain’ of signups and upgrades

  Oct. 27, 2025

• Lyft adds free loyalty program to its subscription lineup

  Oct. 24, 2025

• Amazon’s latest AI tool wants to help you decide between products

  Oct. 23, 2025

• The future of AI may be invisible, but it shouldn’t be secret

  Oct. 22, 2025

• Want to make a good impression online this holiday? Be reliable

  Oct. 22, 2025

• Bilt partners with Gopuff, lets members earn or redeem points with delivery orders

  Oct. 20, 2025

• Consumers embrace AI for research, but few have allowed it to make purchases

  Oct. 20, 2025

• FanDuel rolls out a casino loyalty program

  Oct. 17, 2025

• Williams-Sonoma deploys AI agents across its brand portfolio to offer 24/7 support

  Oct. 15, 2025

• Albertsons’ loyalty program continues upward trajectory

  Oct. 14, 2025

• Why holiday season store experiences should be helpful but unobtrusive

  Oct. 14, 2025

• Consumers see live human customer service as key to loyalty

  Oct. 10, 2025

• How Madison Reed rolled out agentic AI to support, not replace, people

  Oct. 8, 2025

• Consumers grow frustrated with unclear digital self service

  Oct. 6, 2025

• Companies are falling short on using AI for personalization

  Oct. 6, 2025

• Winning consumers back after a poor experience takes action, not words

  Oct. 2, 2025

• The C-suite agrees: Digital experience needs work

  Oct. 2, 2025

• Top customer experience conferences in 2026

  Oct. 1, 2025

• Good AI customer service is about not getting caught up in the details

  Sept. 30, 2025

• Why leaders and consumers have different ideas about loyalty

  Sept. 29, 2025

• The Children’s Place relaunches its loyalty program to deepen engagement

  Sept. 26, 2025

• Stitch Fix dials up personalization to reverse client declines

  Sept. 26, 2025

• How to drive adoption of contact center voice AI

  Sept. 24, 2025

• Where companies fall short in their personalization efforts

  Sept. 24, 2025

• Walmart boosts search accuracy across languages with better translations

  Sept. 23, 2025

• FedEx powers real-time tracking and order communication for Best Buy

  Sept. 19, 2025

• After logo backlash, Cracker Barrel turns to loyalty members for feedback

  Sept. 18, 2025

• Gopuff wants to build on its reliability with a more personalized, transparent website

  Sept. 18, 2025

• AI shopping tools are evolving, but are they ready for the holidays?

  Sept. 16, 2025

• American Express wants to simplify travel planning for its cardholders

  Sept. 15, 2025

• A bipartisan bill wants to keep call centers in the US. Here’s how leaders can prepare.

  Sept. 15, 2025

• Chewy wants to make Chewy+ the top pet membership program

  Sept. 11, 2025

• Ralph Lauren rolls out AI-powered assistant to dole out fashion advice

  Sept. 10, 2025

• How Verizon broke down data silos with its Center of Enablement

  Sept. 10, 2025

• How 1-800-Flowers plans to revitalize its experience, loyalty program

  Sept. 9, 2025

• Amazon integrates Lens visual search with its AI shopping assistant

  Sept. 5, 2025

• Salesforce still sees a place for live customer service agents after massive cuts

  Sept. 4, 2025

• Macy’s reimagined stores continue to outperform in sales and NPS

  Sept. 3, 2025

• Williams-Sonoma scales AI customer service assistant across portfolio

  Sept. 2, 2025

• How 3 quick-service restaurants are looking to CX to revive traffic

  Sept. 2, 2025

• Kohl’s knows it has an ‘inconsistent in-store experience,’ interim CEO says

  Aug. 27, 2025

• 3 challenges CX leaders will face for the rest of 2025

  Aug. 27, 2025

• Customer surveys alone are insufficient for understanding CX, study finds

  Aug. 25, 2025

• Zoom stakes the future of its contact center business in AI

  Aug. 22, 2025

• Walmart’s AI assistant will be ‘primary vehicle’ for shopping, CEO says

  Aug. 21, 2025

• Lowe’s credits associate-facing app for customer satisfaction boost

  Aug. 21, 2025

• Target’s incoming CEO makes consistent experiences a top priority

  Aug. 20, 2025

• Home Depot focuses on faster deliveries to boost satisfaction

  Aug. 19, 2025

• NPS has its flaws — but when is it the right tool for the job?

  Aug. 19, 2025

• AI delivers the best customer support when it’s enhancing humans, study finds

  Aug. 18, 2025

• Cava deploys tech to free up workers’ time to connect with guests

  Aug. 13, 2025

• Fanatics goes all in on exclusivity with launch of new loyalty program

  Aug. 12, 2025

• Wendy’s wants good experiences to drive frequency as consumers pull back spending

  Aug. 11, 2025

• Stitch Fix adds more AI experiences, but stylists aren’t forgotten

  Aug. 11, 2025

• Pinterest has ‘effectively become an AI-enabled shopping assistant,’ CEO says

  Aug. 8, 2025

• Burger King, Tim Hortons see highest customer satisfaction in years

  Aug. 7, 2025

• McDonald’s loyalty program is making progress, but executives see work ahead

  Aug. 6, 2025

• Bipartisan call center bill seeks to deter offshoring, disclose AI use

  Aug. 6, 2025

• Yum Brands turns to AI to aggregate social media, third-party reviews

  Aug. 5, 2025

• Starbucks sees a CX future in its coffeehouse roots. Is that enough?

  Aug. 5, 2025

• Amazon zeroes in on delivery speed, pursues greater AI ambitions

  Aug. 1, 2025

• Ebay CEO: AI ‘continues to fundamentally change’ customer experience

  July 31, 2025

• 4 takeaways from Starbucks’ customer experience plans

  July 30, 2025

• Starbucks puts human connection at the forefront of new service strategy

  July 29, 2025

• Half of customer service queries start on third-party platforms, survey finds

  July 29, 2025

• How generative AI is reshaping the CX practice

  July 22, 2025

• Want a great quick-service restaurant experience? Keep it fast and efficient

  July 21, 2025

• Value remains a top draw of loyalty programs

  July 18, 2025

• CX leaders expect technology budget growth as AI readiness lags

  July 16, 2025

• Albertsons sees digital success, but the channel has yet to turn a profit

  July 15, 2025

• How Bookshop.org drives customer loyalty on a tight budget

  July 15, 2025

• Customers back up their initial searches for local businesses with reviews

  July 11, 2025

• ASOS launches loyalty program as part of turnaround effort

  July 10, 2025

• Sam’s Club adds more value to its membership with pet perks

  July 9, 2025

• Leaders think they’re doing a good job on CX. Customers don’t agree.

  July 9, 2025

• Chewy, Zappos, H-E-B among companies that buck CX decline

  July 7, 2025

• Want to deliver better customer experience? Align it with your brand experience

  July 7, 2025

• As Champs reimagines stores, mall convenience meets e-commerce perks

  July 1, 2025

• Few consumers trust retailers to use their data responsibly, research finds

  June 27, 2025

• US customer experience quality hits an all-time low, Forrester finds

  June 26, 2025

• Verizon creates dedicated role for handling customer inquiries from start to finish

  June 25, 2025

• Walmart’s latest AI feature aims to help associates overcome language barriers

  June 24, 2025

• Lowe’s loyalty program’s core objective? Drive one more trip

  June 24, 2025

• Kroger CEO sees experience as its second market-share driver

  June 20, 2025

• Amazon CEO: AI agents will shrink staff but improve CX

  June 18, 2025

• Customers keep coming back when product information is easy to find

  June 17, 2025

• Consumers turn to AI for faster, natural language product searches

  June 17, 2025

• Want to prepare for generative AI? Get your knowledge base up to par

  June 16, 2025

• Dave & Buster’s dials back some of its ‘confusing’ experience changes

  June 13, 2025

• Stitch Fix personalization investments show signs of paying off

  June 11, 2025

• How ButcherBox infused its unique identity into its loyalty program

  June 11, 2025

• Generative AI enters ‘recommendation era’ as search falls to the wayside

  June 9, 2025

• Want to encourage generative AI use? Reassure customers that humans are available

  June 9, 2025

• Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter

  June 5, 2025

• Call center agents aren’t promoting self-service

  June 5, 2025

• Dollar General customer satisfaction rises as it balances ‘value and convenience’

  June 3, 2025

• Kohl’s interim CEO to stay the course of its CX turnaround plan

  June 2, 2025

• Ulta’s 45 million loyalty members will drive its personalization plans

  May 30, 2025

• Best Buy wants AI to offer customers fewer — but more relevant — search results

  May 29, 2025

• Dick’s Sporting Goods plans aggressive omnichannel experience investments

  May 28, 2025

• For Williams-Sonoma, customer service starts in the supply chain

  May 27, 2025

• BJ’s Wholesale Club is willing to sacrifice margin for digital convenience

  May 22, 2025

• Experience wins can’t save Target from a disappointing quarter

  May 21, 2025

• Home Depot is ‘laser focused’ on elevating customer service through associates

  May 20, 2025

• Cava has big plans for its loyalty program

  May 19, 2025

• Walmart stakes its claim on convenience as tariffs loom

  May 16, 2025

• Airbnb overhauls app with an emphasis on travel experiences

  May 15, 2025

• Ikea adds more ways for loyalty members to earn, redeem points

  May 14, 2025

• Spirit hunts for premium customers post bankruptcy

  May 14, 2025

• Expedia sees AI as the biggest change in experience since mobile

  May 13, 2025

• Applebee’s perks up its loyalty program with an emphasis on exclusivity

  May 12, 2025

• Pinterest pins its future to visual search experiences

  May 9, 2025

• Sonos puts faith in software updates to restore trust

  May 8, 2025

• Why Lyft’s CEO regularly spends time as a driver

  May 8, 2025

• One year later, Target calls express self-checkout a success

  May 7, 2025

• EBay rolls out conversational AI shopping agent

  May 6, 2025

• Amazon remains bullish on AI as Alexa+ rolls out

  May 5, 2025

• Shake Shack rolls out digital menu boards, combos to speed up drive-thru

  May 2, 2025

• For eBay, experiences are all about AI

  May 1, 2025

• Starbucks’ employee, algorithm investments show signs of paying off

  April 30, 2025

• Should companies tie NPS scores to employee bonuses?

  April 30, 2025

• Uber becomes Delta’s latest loyalty program partner

  April 28, 2025

• Google keeps feedback, experience top of mind as it expands AI search

  April 25, 2025

• Chipotle wants its workers to smile for customers

  April 24, 2025

• Traffic, out-of-stocks contribute to falling store CX during peak times

  April 23, 2025

• Verizon plans AI-driven experiences as it fights customer churn

  April 22, 2025

• Consumers want swift customer service no matter the channel

  April 21, 2025

• How KFC’s customer listening program helps it nail the first experience

  April 21, 2025

• Generational needs in apparel CX can be met by common store design principles

  April 18, 2025

• Albertsons credits app experience, loyalty for digital sales boost

  April 16, 2025

• Rent the Runway rethinks customer service approach

  April 15, 2025

• Online shopping brings convenience but lacks joy

  April 15, 2025

• How third-party conversational AI could upend customer service

  April 14, 2025

• Consumers say product discovery is key to better shopping experiences, survey finds

  April 11, 2025

• Customers want easier search experiences

  April 11, 2025

• Investments in convenience pay off for Sam’s Club

  April 9, 2025

• Dave & Buster’s overhauls its remodel strategy as sales continue to fall

  April 8, 2025

• Amazon pilots AI app feature that can buy items from third-party sites

  April 7, 2025

• 5 CX experts on how leaders can tackle tariff challenges

  April 4, 2025

• Nearly half of US consumers use AI tools when shopping online, study finds

  April 4, 2025

• How Applebee’s designed its customer insights program

  April 2, 2025

• Travel perks can spice up loyalty, but customers still seek financial benefits

  April 2, 2025

• David’s Bridal CEO on transforming the brand experience for today’s brides

  April 1, 2025

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

  March 25, 2025

• 4 experts on the role of generative AI in CX

  March 24, 2025

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

  March 21, 2025

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

  March 20, 2025

• How Indeed creates a ‘shared vocabulary’ around customer data

  March 19, 2025

• Inside Lowe’s loyalty program revamp

  March 19, 2025

• Ulta reexamines in-store basics after losing beauty market share

  March 17, 2025

• Most consumers wouldn’t let AI make purchases on their behalf, study finds

  March 17, 2025

• Dollar General turns to experience to further boost sales

  March 13, 2025

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

  March 12, 2025

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

  March 11, 2025

• Macy’s revamped stores shine as it sheds underperforming locations

  March 10, 2025

• Best Buy prioritizes omnichannel experience, returns to sales growth

  March 7, 2025

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

  March 6, 2025

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

  March 5, 2025

• Target puts reliability at the forefront of its CX strategy

  March 4, 2025

• Luxury shoppers embrace AI, but remain wary of sharing personal information

  March 3, 2025

• Warby Parker pushes CX investments in-store and online

  Feb. 28, 2025

• Bath & Body Works’ loyalty shines as it aims for a return to sales growth

  Feb. 28, 2025

• EBay turns to AI to power the future of e-commerce experiences

  Feb. 27, 2025

• As long wait times persist, customers embrace AI for speedier service

  Feb. 27, 2025

• Lowe’s boasts growth in DIY loyalty, pro sales

  Feb. 26, 2025

• Home Depot doubles down on pro customer experience

  Feb. 25, 2025

• Domino’s targets long-term growth with loyalty, website and app upgrades

  Feb. 24, 2025

• Shake Shack boasts speedier service

  Feb. 21, 2025

• Walmart’s push for convenience pays off in membership growth

  Feb. 20, 2025

• Etsy refines search experience for ‘people that don’t speak merch’

  Feb. 19, 2025

• Lowe’s simplifies its professional contractor loyalty program

  Feb. 18, 2025

• How return policies impact the post-purchase experience

  Feb. 18, 2025

• CVS reaps benefits of improved pharmacy experience

  Feb. 13, 2025

• Lyft offers assistance for drivers, premium options to fuel growth

  Feb. 13, 2025

• American names chief customer officer, creates CX team

  Feb. 11, 2025

• McDonald’s looks to loyalty to recapture traffic after disappointing quarter

  Feb. 10, 2025

• Amazon prioritizes AI-powered convenience, fast delivery in 2025

  Feb. 7, 2025

• Yum Brands looks to unified tech platform to drive CX plans

  Feb. 6, 2025

• Chipotle builds 2025 around ‘total guest experience,’ CEO says

  Feb. 5, 2025

• Tractor Supply taps into loyalty to drive cross-banner success

  Feb. 4, 2025

• T-Mobile leaders credit customer centricity for record growth

  Feb. 3, 2025

• Starbucks CEO zeroes in on ‘bringing order to mobile ordering’

  Jan. 31, 2025

• Chewy holds the top spot as overall satisfaction with online retail declines

  Jan. 30, 2025

• Starbucks invests in employees, order fulfillment to drive customer experience

  Jan. 29, 2025

• Foot Locker puts associates at the heart of its NYC flagship store’s experience

  Jan. 28, 2025

• Verizon’s investments in AI-driven personalization help fuel growth

  Jan. 27, 2025

• In CX, generative AI needs to walk before it can run

  Jan. 27, 2025

• American Airlines boasts record loyalty enrollments in 2024

  Jan. 24, 2025

• How Cisco aims to understand customers’ needs better than they do

  Jan. 22, 2025

• How retailers are approaching customer experience in 2025

  Jan. 20, 2025

• How Circle K turns customer feedback into actionable insights

  Jan. 16, 2025

• Ulta Beauty has big plans for its personalization efforts in 2025

  Jan. 15, 2025

• Sweetgreen CTO shares the chain’s data-focused approach to CX

  Jan. 15, 2025

• Baskin-Robbins’ new loyalty program aims to balance simplicity and variety

  Jan. 13, 2025

• AT&T aims to draw customers with service guarantee

  Jan. 9, 2025

• Albertsons boasts 15% loyalty member growth

  Jan. 9, 2025

• 5 customer experience trends to watch in 2025

  Jan. 8, 2025

• Consumers embraced generative AI for holiday shopping

  Jan. 7, 2025

• Concerns linger even as consumers embrace generative AI

  Jan. 7, 2025

• E-commerce, media behind in digital accessibility, study finds

  Jan. 3, 2025

• Customers want payment convenience during and after transactions

  Jan. 3, 2025

• Consumers want deals, convenience from personalization, survey finds

  Jan. 2, 2025

• Darden Restaurants begins POS rollout as it pursues speedier service

  Dec. 19, 2024

• Brand loyalty is down from 2022 levels, study finds

  Dec. 18, 2024

• Lines can make customers rethink a shopping trip, survey finds

  Dec. 17, 2024

• 5 customer experience predictions for 2025

  Dec. 17, 2024

• Customer service teams are behind on AI usage policies

  Dec. 17, 2024

• 3 strategies for executing the new global CX standards

  Dec. 16, 2024

• Dave & Buster’s CEO out, but his CX strategy marches on

  Dec. 13, 2024

• Stitch Fix values flexibility in push for better client experiences

  Dec. 13, 2024

• Lowe’s puts tech first in its 2025 CX plans

  Dec. 11, 2024

• Rent the Runway improves customer onboarding to drive loyalty, engagement

  Dec. 10, 2024

• How to perfect customer service for holiday-stressed customers

  Dec. 10, 2024

• Ulta Beauty’s loyalty program hits 44.4M members

  Dec. 6, 2024

• Chewy returns to member growth with better site experiences

  Dec. 6, 2024

• Foot Locker’s loyalty revamp shows early signs of success

  Dec. 4, 2024

• Best Buy makes inspiring customer curiosity a priority for the holidays

  Dec. 3, 2024

• Black Friday, slower in 2024, still has plenty of CX lessons to share

  Dec. 2, 2024

• Consumers find customer service as stressful as the initial problem, survey finds

  Dec. 2, 2024

• Bath & Body Works hits 38M loyalty members

  Nov. 26, 2024

• Gap Inc. plans more CX improvements as reinvigoration plan pays off

  Nov. 25, 2024

• Expectations for Black Friday experiences are changing. Here’s how.

  Nov. 25, 2024

• Walmart makes convenience a priority as it grows e-commerce market share

  Nov. 21, 2024

• How new global CX standards aim to conquer data management challenges

  Nov. 21, 2024

• Lowe’s courts pros while leveraging loyalty to engage DIY shoppers

  Nov. 20, 2024

• Google Lens can now tailor search results to the store you’re in

  Nov. 19, 2024

• How consumers are using social media for holiday customer service

  Nov. 15, 2024

• Retailers confront trust issues as generative AI becomes commonplace

  Nov. 15, 2024

• What CX experts are watching in Trump’s second term

  Nov. 14, 2024

• Cava emphasizes people over technology in its CX upgrades

  Nov. 13, 2024

• Home Depot caters to professional contractors with CX role

  Nov. 12, 2024

• Eventbrite upgrades customer support as revenue dips

  Nov. 12, 2024

• How synthetic data might shape consumer research

  Nov. 11, 2024

• Expedia Group boosts app user experience, loyalty offerings

  Nov. 8, 2024

• Taco Bell puts AI front-and-center in drive-thru strategy

  Nov. 8, 2024

• Lowe’s bulks up loyalty benefits with personalized tools and advice

  Nov. 6, 2024

• David’s Bridal turns brides into influencers through its loyalty program

  Nov. 6, 2024

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

  Nov. 1, 2024

• Most consumers prefer live agents for customer service, survey finds

  Nov. 1, 2024

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

  Oct. 31, 2024

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

  Oct. 30, 2024

• How The Vitamin Shoppe builds flexible customer experiences

  Oct. 30, 2024

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

  Oct. 28, 2024

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

  Oct. 28, 2024

• T-Mobile to tap AI for preemptive customer service

  Oct. 24, 2024

• Verizon sees CX as key pillar in its fight against customer churn

  Oct. 23, 2024

• CX leaders are looking beyond chatbots with AI investments

  Oct. 23, 2024

• Ally Financial touts high satisfaction and retention for its digital banking tools

  Oct. 21, 2024

• Customer service company TTEC faces lawsuit alleging labor violations

  Oct. 18, 2024

• United credits tech and staff investments for rising NPS scores

  Oct. 17, 2024

• Experiences bring shoppers in-store. How can retailers stand out?

  Oct. 17, 2024

• Google revamps shopping feature with AI-powered product curation

  Oct. 15, 2024

• Zendesk, Zoom unveil AI voice tech for contact center operations

  Oct. 14, 2024

• Amazon rolls out AI Shopping Guides for curated product discovery

  Oct. 11, 2024

• Voice technology can drive customer service efficiency, but barriers remain

  Oct. 11, 2024

• Walmart advances AI ambitions with LLM trained on its own data

  Oct. 9, 2024

• Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.

  Oct. 8, 2024

• David’s Bridal wants to be your wedding copilot

  Oct. 8, 2024

• Will Google’s updated AI features up the ante for search experiences?

  Oct. 4, 2024

• Why in-store customer satisfaction drops during peak periods

  Oct. 3, 2024

• Half of global consumers will share personal data for better experiences, study finds

  Oct. 3, 2024

• Sam’s Club, Costco link higher staff salaries to CX improvements

  Oct. 1, 2024

• Top customer experience conferences in 2025

  Oct. 1, 2024

• NPS creator details new global standards for customer experience

  Sept. 30, 2024

• Customers don’t want to call back — they want first-contact resolution

  Sept. 26, 2024

• AutoZone credits its customer-first mindset for sales growth

  Sept. 26, 2024

• How Jackson Family Wines brought wine country online

  Sept. 25, 2024

• Google joins the AI-powered customer service assistant gold rush

  Sept. 24, 2024

• Darden Restaurants turns to dining speed to improve sales

  Sept. 20, 2024

• T-Mobile, OpenAI to equip customer care agents with AI platform

  Sept. 19, 2024

• Salesforce expands access to unstructured data to fuel customer insights

  Sept. 18, 2024

• How to use NPS

  Sept. 17, 2024

• Customer experience data is underused in business decisions, leaders say

  Sept. 16, 2024

• Kroger zeroes in on customer experience to build loyalty and sales

  Sept. 13, 2024

• Dave & Buster’s prioritizes tech investments on the hunt for better experience

  Sept. 12, 2024

• Shoppers want personalization online, in-store and on customer service calls

  Sept. 11, 2024

• Back to CX Basics: The potential — and pitfalls — of NPS

  Sept. 10, 2024

• CX vendors say contact centers are getting a return on AI chatbot investments

  Sept. 9, 2024

• Rent the Runway’s UX revamp helps power new customer growth

  Sept. 9, 2024

• Dick’s keeps expanding its experiential store footprint to fuel sales growth

  Sept. 6, 2024

• 5 trends shaping the future of customer service

  Sept. 5, 2024

• Is customer experience Best Buy’s key to sales growth?

  Sept. 3, 2024

• Office Depot parent company rolls out generative AI assistant to 900 stores

  Aug. 30, 2024

• Salesforce bets on generative AI agents as the future of customer service

  Aug. 29, 2024

• Nordstrom credits faster supply chain operations for improved CX

  Aug. 28, 2024

• Bloomin’ Brands turns to Delta executive to lead the company amid CX push

  Aug. 27, 2024

• How chatbots can personalize self-service interactions

  Aug. 26, 2024

• Zoom doubled its contact center customers in the past year. Can it maintain the momentum?

  Aug. 23, 2024

• Target’s self-checkout, generative AI efforts contribute to increased traffic

  Aug. 22, 2024

• Self-service often falls flat. Here’s how CX leaders can fix it.

  Aug. 21, 2024

• Lowe’s continues to upgrade in-store experiences in pursuit of pro customers

  Aug. 21, 2024

• Consumers frustrated by inability to switch from self-service to live agent, survey finds

  Aug. 20, 2024

• Will Brian Niccol’s CX success as CEO of Chipotle translate to Starbucks?

  Aug. 19, 2024

• Walmart used AI to crunch 850M product data points and improve CX

  Aug. 15, 2024

• Why Delta focuses on change management in CX technology rollouts

  Aug. 15, 2024

• Home Depot wants to help associates help professional customers

  Aug. 13, 2024

• How restaurant loyalty programs can drive more traffic and improve experiences

  Aug. 13, 2024

• Good loyalty programs drive word-of-mouth recommendations

  Aug. 6, 2024

• Credit card holders still want the phone to resolve complex tasks

  Aug. 5, 2024

• EBay’s AI investments fuel streamlined experiences for buyers and sellers

  Aug. 1, 2024

• Beyond invests in digital CX basics in push for profitability

  July 31, 2024

• McDonald’s says experience is the answer to sales slump

  July 30, 2024

• Google granted cookies a stay of execution. Is it still time to move on?

  July 29, 2024

• CX transformation is coming, and cross-department collaboration will be key

  July 26, 2024

• Southwest, citing customer preference, bids farewell to open seating

  July 25, 2024

• In-store experience wins out as customers want to see and touch purchases

  July 25, 2024

• Google sees potential for generative AI to boost CX while saving money

  July 24, 2024

• Cookies are safe, Google says. Will this change data collection plans?

  July 23, 2024

• NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards

  July 23, 2024

• Airlines aim to mitigate customer frustration following mass delays and cancellations

  July 19, 2024

• Lawsuit accuses Patagonia’s customer support of violating privacy rights

  July 18, 2024

• Salesforce launches customer-facing generative AI assistant

  July 17, 2024

• Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds

  July 17, 2024

• Nearly all leaders feel unprepared for third-party cookie phaseout, study finds

  July 15, 2024

• Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders

  July 15, 2024

• Delta focuses on premium experiences to offset increasing costs

  July 12, 2024

• Samsung turns to AI to bridge the customer intent service gap

  July 11, 2024

• 5-star experiences drive long-term customer value

  July 10, 2024

• Starbucks streamlines beverage making, creates role to speed service

  July 10, 2024

• Mobile apps drive fast food satisfaction — so long as service is speedy

  July 8, 2024

• After installing self-service kiosks, Ikea says it can assist 6 times as many customers

  July 8, 2024

• Amazon adds step-by-step guides to its AI assistant’s capabilities

  July 2, 2024

• Restaurant customer satisfaction grows despite rising prices, ACSI finds

  July 1, 2024

• Walgreens promises better CX as it shrinks store footprint

  June 28, 2024

• Companies don’t need pricey tech to improve customer service, Gartner says

  June 27, 2024

• For call centers, cost cuts still fuel the offshoring allure

  June 26, 2024

• Shoppers don’t love in-store experiences as much as retailers think, study finds

  June 25, 2024

• Foot Locker makes it easier for loyalty members to earn and redeem rewards

  June 25, 2024

• Kroger associates help drive ‘dramatically reduced’ order fulfillment times

  June 21, 2024

• Happy customers pay more for service, survey finds

  June 20, 2024

• Most shoppers want human interactions when making returns, survey finds

  June 20, 2024

• Generative AI is changing the role of agents. How can managers adapt?

  June 18, 2024

• 5 considerations for how contact center agents fit into an AI future

  June 14, 2024

• When it comes to generative AI, rollouts need planning — and patience

  June 14, 2024

• Dave & Buster’s sees customer satisfaction growth despite higher game prices

  June 14, 2024

• A look at Verizon’s individualized approach to customer experiences

  June 12, 2024

• Most top CX teams have already invested in AI, survey finds

  June 12, 2024

• EBay looks beyond transactions to deliver personalized customer service

  June 11, 2024

• Walmart tests in-app generative AI shopping assistant

  June 10, 2024

• How retailers can fight theft without hurting customer experience

  June 10, 2024

• How engaged employees can become evangelists for new tech rollouts

  June 6, 2024

• Business leaders called to reinvigorate connections with remote call center agents

  June 5, 2024

• Best Buy balances tech and staff investments to boost customer experience

  June 3, 2024

• Home Depot names EVP of customer experience

  May 31, 2024

• How leaders can reassure agents in the AI-powered contact center

  May 30, 2024

• Target’s express self-checkout garners high customer satisfaction scores

  May 29, 2024

• Fraud prevention efforts boost customer satisfaction, study finds

  May 28, 2024

• Why summer can be a testing ground for holiday season preparedness

  May 24, 2024

• Macy’s shows 5% NPS gains at First 50 stores piloting experience investments

  May 22, 2024

• Lowe’s customer satisfaction rises as it rolls out new in-store tech tools

  May 21, 2024

• Home Depot pursues contractors with CX upgrades

  May 20, 2024

• Amazon cuts global customer service staff by less than 1%

  May 17, 2024

• Verizon harnesses AI for better experiences, but associates still take point

  May 15, 2024

• Call center agents feel the pressure, and it’s hurting customer service

  May 15, 2024

• Senate Democrats push to keep call center jobs in US

  May 13, 2024

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

  May 13, 2024

• Online shopping takes excessive effort for many customers, study finds

  May 10, 2024

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

  May 8, 2024

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

  May 7, 2024

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

  May 6, 2024

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

  May 6, 2024

• McDonald’s credits speed, personalization for high satisfaction

  May 2, 2024

• Starbucks’ mobile ordering is so popular, it’s slowing some orders down

  May 1, 2024

• Sam’s Club customers leave 23% faster with AI receipt verification

  April 30, 2024

• The customer data stockpile is growing. Here’s how to protect it

  April 30, 2024

• IHG taps Salesforce’s CRM to standardize customer data profiles

  April 29, 2024

• Chipotle makes order fulfillment, not fancier tech, its top CX focus

  April 25, 2024

• Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale

  April 25, 2024

• Albertsons loyalty grows as it pushes ‘customers for life’

  April 24, 2024

• Medallia’s CEO departs, chairman leads search for replacement

  April 23, 2024

• Companies are asking customer service teams to generate revenue, too

  April 23, 2024

• HubSpot nixes chief customer officer role following executive departure

  April 19, 2024

• Zendesk adds more AI to power chatbots, contact center copilots

  April 19, 2024

• Companies aren’t meeting customer expectations for delivery communications

  April 18, 2024

• Rent the Runway boosts NPS, plans more CX improvements

  April 16, 2024

• L.L. Bean cuts call center hours as more customers turn to self-service

  April 15, 2024

• MetLife rolls out tools to help customers take full advantage of their benefits

  April 12, 2024

• What’s missing with AI rollouts? Employee trust.

  April 11, 2024

• Companies overestimate how well they know customers, consumers say

  April 11, 2024

• Discover, Mercedes-Benz turn to Google for customer service AI

  April 9, 2024

• Only 1 in 5 consumers trust self-service for support, report finds

  April 8, 2024

• Levi’s leans into CX to drive direct-to-consumer transformation

  April 5, 2024

• Call centers must maintain security, trust as they implement AI, experts say

  April 4, 2024

• Marriott Bonvoy tests AI-powered search to personalize travel planning

  April 3, 2024

• Agent roles are evolving as call centers enter the AI-powered era

  April 2, 2024

• Back to CX basics: What customer experience leaders need to know

  April 1, 2024

• Back to CX basics: Why employee experience matters, too

  March 26, 2024

• AWS, Salesforce upgrade contact center tech as generative AI creeps in

  March 25, 2024

• Accenture thinks generative AI can level up CX, but data stacks need work

  March 22, 2024

• E-commerce expectations are high, and well-organized reviews are a must

  March 21, 2024

• Back to CX basics: How to speak the language of the C-suite

  March 20, 2024

• Most retail leaders say AI plays an important role in search strategies

  March 20, 2024

• Dick’s leans into experiential House of Sports format to fuel growth

  March 18, 2024

• Target rolls out express self-checkout lanes to speed up service

  March 15, 2024

• Poor UX is the leading cause for unsatisfactory digital experiences

  March 15, 2024

• Zendesk enhances call center AI options with Ultimate acquisition

  March 14, 2024

• Kohl’s plans to expand checkout spaces, credit cards in 2024

  March 13, 2024

• Can tech perfect the self-checkout experience?

  March 13, 2024

• Nordstrom emphasizes personalization as digital assortment grows

  March 11, 2024

• Kroger invests in cross-channel customer experiences

  March 8, 2024

• Foot Locker touts high NPS scores as sign of turnaround

  March 7, 2024

• Back to CX basics: Where does modern tech fit in?

  March 7, 2024

• Best Buy leans into customer experience as a sales driver

  March 4, 2024

• Klarna sees its AI assistant as a success. Is it too early to tell?

  March 4, 2024

• ‘Clunky’ chatbots disrupt e-commerce experiences, survey finds

  Feb. 29, 2024

• Salesforce’s Einstein Copilot, a generative AI-powered assistant, goes global

  Feb. 28, 2024

• Data underpins modern CRM tech, but work remains

  Feb. 28, 2024

• Uber overhauls live chat, increasing customer adoption

  Feb. 26, 2024

• Back to CX basics: How to understand your customers

  Feb. 23, 2024

• Walmart credits associate-facing tools for NPS boost

  Feb. 22, 2024

• Wendy’s to invest $35M in mobile and digital menu experiences

  Feb. 21, 2024

• AI can improve customer service, but agents remain essential

  Feb. 21, 2024

• Self-checkout promises ultimate convenience. Is it doing its job?

  Feb. 20, 2024

• Burger King, Popeyes lean into kiosks, remodels to spur speedy service

  Feb. 15, 2024

• Consumers seek in-store returns and no-label shipping, FedEx study finds

  Feb. 14, 2024

• Customers want to use card-linked benefits to save, research finds

  Feb. 13, 2024

• Medallia launches 4 generative AI tools as ‘human in the loop’ investments grow

  Feb. 12, 2024

• Why Build-A-Bear is pushing checkouts to tablets

  Feb. 12, 2024

• Chipotle combines automation, training to spur speedy service

  Feb. 9, 2024

• McDonald’s sets sights on $45B in loyalty sales

  Feb. 7, 2024

• Verizon’s first-ever customer experience officer aims to simplify plan shopping

  Feb. 6, 2024

• Very few consumers are satisfied with in-store experiences

  Feb. 6, 2024

• Amazon CEO seeks to ‘reinvent’ CX with generative AI

  Feb. 2, 2024

• Insurance has the data to tap generative AI for a CX overhaul

  Feb. 2, 2024

• Starbucks to capitalize on record loyalty membership with app improvements

  Feb. 1, 2024

• American Airlines lays off 656 employees in customer support restructuring

  Jan. 30, 2024

• What makes or breaks grocery e-commerce experiences

  Jan. 30, 2024

• Swarovski brings luxury CX online with careful listening and constant testing

  Jan. 29, 2024

• Brands have an overinflated view of their CX quality

  Jan. 29, 2024

• Companies struggle to connect data to CX, leading to inconsistent experiences

  Jan. 25, 2024

• Loyalty programs use gamification to engage customers post-purchase

  Jan. 24, 2024

• Generative AI will drive CX in 2024 — but leaders must separate hype from reality

  Jan. 23, 2024

• Retailers, hyped about generative AI, deploy customer-facing tools

  Jan. 18, 2024

• 5 lessons from NRF that illustrate why CX needs data

  Jan. 18, 2024

• Yeti leans into post-purchase communication to engage customers

  Jan. 16, 2024

• Retailers hone in on improving the checkout experience

  Jan. 15, 2024

• Microsoft builds generative AI templates for online shopping, product info

  Jan. 12, 2024

• Return fees harm customer loyalty, survey finds

  Jan. 11, 2024

• Walmart puts generative AI in app users’ hands

  Jan. 10, 2024

• 5 CX trends to watch in 2024

  Jan. 10, 2024

• Small business CX can benefit from generative AI, too

  Jan. 9, 2024

• CVS simplifies loyalty into a 2-tier program

  Jan. 5, 2024

• Visa launches Web3 loyalty tool with focus on curated experiences

  Jan. 4, 2024

• Personalization can bring in new consumers, but merchants are falling short

  Jan. 3, 2024

• Companies expand digital payment options to improve checkout experience

  Jan. 3, 2024

• FedEx aims to deliver ‘peace of mind’ during final stretch of holiday deliveries

  Dec. 21, 2023

• Even with AI, human touch remains essential in customer service

  Dec. 21, 2023

• The biggest CX lessons of the 2023 holiday season

  Dec. 20, 2023

• What draws customers into stores?

  Dec. 19, 2023

• Southwest fined $140M for its holiday 2022 woes as it revamps CX operations

  Dec. 18, 2023

• Most CX leaders are deploying AI to power their holiday experiences

  Dec. 18, 2023

• Adobe leans into AI-powered tools as demand for digital experiences grows

  Dec. 14, 2023

• Returns are the last, but not least, component of a holiday CX strategy

  Dec. 14, 2023

• McDonald’s orders up data-powered CX improvements

  Dec. 12, 2023

• Confusing digital claims processes are frustrating auto insurance customers

  Dec. 11, 2023

• Dollar General boosts front-end staff to improve shopping experience

  Dec. 8, 2023

• Zoom unveils AI assistance, tiered contact center pricing plans

  Dec. 7, 2023

• Dave & Buster’s sees future in revamped restaurants and loyalty growth

  Dec. 6, 2023

• Ulta Beauty workers maintain CX despite rising security precautions

  Dec. 5, 2023

• Kroger improves pickup experience, personalized offerings in CX push

  Dec. 4, 2023

• Nordstrom hinges CX strategy on personalization and convenience

  Dec. 1, 2023

• Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds

  Nov. 30, 2023

• Holiday CX quality dips when the last mile is forgotten

  Nov. 29, 2023

• Best Buy ties experienced, well-equipped associates to higher NPS

  Nov. 29, 2023

• Zoom pushes contact center solutions as next growth vector

  Nov. 22, 2023

• Gap revamps brand experiences as sales decline

  Nov. 21, 2023

• Customer flexibility is paramount to Walmart’s investment strategy

  Nov. 20, 2023

• Target combines atmosphere, associates and value to drive holiday CX

  Nov. 17, 2023

• The top customer experience conferences to attend in 2024

  Nov. 17, 2023

• Home Depot realigns its business in pursuit of professional customers

  Nov. 16, 2023

• On Black Friday, experiential retail takes a backseat to efficiency

  Nov. 16, 2023

• Lyft boosts bottom line with premium rides, economy options

  Nov. 14, 2023

• Lowe’s targets experience-seeking millennials with DIY home repair classes

  Nov. 13, 2023

• EBay focuses on buyer, seller experiences as demand lags

  Nov. 10, 2023

• Grocers need to put the customer first to build trust in AI initiatives

  Nov. 9, 2023

• Rivian sees post-purchase experience as key electric vehicle differentiator

  Nov. 8, 2023

• In the age of self service, live agents remain a must-have

  Nov. 7, 2023

• Businesses are rich with data, but they want more value from it

  Nov. 6, 2023

• 6 CX trends to boost ROI and retain customers

  Nov. 6, 2023

• Would you like to speak with a live agent? One-third of Gen Z, millennials say no.

  Nov. 6, 2023

• Southwest Airlines to fuel growing customer engagement with loyalty perks

  Nov. 3, 2023

• Amazon’s generative AI investments to fuel CX improvements, CEO says

  Nov. 1, 2023

• Microsoft leans on AI to power experiences across LinkedIn, Bing

  Oct. 31, 2023

• Generative AI to power Dell’s self-service experience

  Oct. 27, 2023