Personalization

  • Shoppers pass stores on Black Friday.
    Image attribution tooltip
    Jessica McGowan / Stringer via Getty Images
    Image attribution tooltip

    How retailers can foster loyalty for Black Friday and beyond

    Half of U.S. consumers say they will remain loyal to the brands they buy from on Black Friday, a SAP Emarsys survey found.

    By • Oct. 15, 2024
  • Walmart app homepages on three phones.
    Image attribution tooltip
    Courtesy of Walmart
    Image attribution tooltip

    Walmart advances AI ambitions with LLM trained on its own data

    The retailer’s AI investments include LLMs tailored to its own needs and personalized homepages planned for launch by the end of 2025.

    By • Oct. 9, 2024
  • A person opens a package and reads a note. Explore the Trendline➔
    Image attribution tooltip
    blackCAT via Getty Images
    Image attribution tooltip
    Trendline

    Loyalty

    In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

    By CX Dive staff
  • People walk by a Sephora storefront.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    What’s the winning formula for a loyalty program?

    Sephora, PetSmart and Famous Footwear operate loyalty programs that lean into data to meet customers’ interests and preferences.

    By Rosalyn Page • Oct. 7, 2024
  • Close-up of hands holding a smart phone.
    Image attribution tooltip

    Photo illustration: Grocery Outlet Crop; Getty Images

    Image attribution tooltip

    A closer look at Grocery Outlet’s unique shopping app

    Unlike other retailers’ omnichannel apps, the discount grocer’s one focuses on personalized savings and in-person shopping.

    By Catherine Douglas Moran • Sept. 30, 2024
  • Row of coke bottles
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Brand BFFs: How building strong bonds with customers pays off

    Genuine relationships matter. Research shows emotionally connected customers are twice as valuable as highly satisfied customers. 

    By Rosalyn Page • Sept. 30, 2024
  • corporate signage bearing the Salesforce logo in front of a towering skyscraper
    Image attribution tooltip
    Stephen Lam via Getty Images
    Image attribution tooltip

    Salesforce expands access to unstructured data to fuel customer insights

    The company is adding the ability to mine unstructured data from audio and video sources, which can provide new insights into customer behavior and improve personalization.

    By • Sept. 18, 2024
  • A Lowe's associate helps a customer in a store
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

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

    Personalization doesn’t end on the website or app. Customers are looking for personalized assistance from in-store associates and customer service agents as well, an Incisiv and Talkdesk study found.

    By • Sept. 11, 2024
  • Products are displayed at a Bath & Body Works store on June 12, 2024 in Hayward, California.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Bath & Body Works to launch generative AI fragrance finder

    The retailer plans to leverage large language models and data to increase customer traffic and sales over time. 

    By Lindsey Wilkinson • Sept. 3, 2024
  • A customer uses an ATM at a Chase bank.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    How Chase, Visa use customer transaction data for personalization

    First-party data is a boon for personalization, and financial institutions are awash in it. But careful tactics are required to ensure customer trust is not violated.

    By S.L. Fuller • Aug. 12, 2024
  • Person in the grass.
    Image attribution tooltip
    Courtesy of ThredUp
    Image attribution tooltip

    ThredUp debuts AI search, chatbot tools

    The recommerce company said the tools are designed to understand natural language and visual cues to help customers get more personalized results.

    By Tatiana Walk-Morris • Aug. 9, 2024
  • Aldi in Florida
    Image attribution tooltip
    Thai Phi Le/CX Dive
    Image attribution tooltip

    Aldi adding Instacart’s omnichannel tech to all US stores

    The discounter is also rolling out the grocery technology company’s Caper Carts overseas for the first time.

    By Peyton Bigora • Aug. 9, 2024
  • Paris town hall draped with the city's 2024 Olympic logo and a plaza with people.
    Image attribution tooltip
    Pascal Le Segretain via Getty Images
    Image attribution tooltip

    To boost Olympics engagement, the IOC turned to a customer data platform

    The International Olympic Committee blew its digital engagement targets out of the water in the first week of the 2024 Paris Games, crediting its customer data platform, developed with Deloitte, for its success.

    By • Aug. 8, 2024
  • A close up of a person holding a phone featuring rewards points and the ability to redeem them.
    Image attribution tooltip
    Debalina Ghosh via Getty Images
    Image attribution tooltip

    Good loyalty programs drive word-of-mouth recommendations

    Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found.

    By • Aug. 6, 2024
  • A person shops on their computer
    Image attribution tooltip
    PeopleImages via Getty Images
    Image attribution tooltip

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

    “The Google announcement removes a sense of urgency for a lot of brands, but in my opinion, they're burying their heads in the sand,” Forrester’s Stephanie Liu said.

    By • July 29, 2024
  • A person holds a smartphone depicting a person holding a skincare product.
    Image attribution tooltip
    Ezra Acayan via Getty Images
    Image attribution tooltip

    Customers enjoy social media shopping despite overwhelming ads

    More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.

    By • July 18, 2024
  • Bank of America ATMs are seen through a window. A person's reflection is seen passing by.
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    Bank of America credits customer service for consumer banking growth

    “Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.

    By • July 16, 2024
  • Professionals have a meeting in front of a computer.
    Image attribution tooltip
    PixelsEffect via Getty Images
    Image attribution tooltip

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

    Companies should review their personalization practices ahead of the phaseout and future-proof their strategies, according to Research Group's Thomas Randall.

    By • July 15, 2024
  • Kroger storefront
    Image attribution tooltip
    Courtesy of Kroger
    Image attribution tooltip

    Kroger steps up drive to promote value for customers

    The retailer will offer shoppers extra savings opportunities, free items and cut-rate access to its Boost membership program for two weeks.

    By Sam Silverstein • July 9, 2024
  • People on a video screen
    Image attribution tooltip
    Retrieved from Placer.ai on June 27, 2024
    Image attribution tooltip

    Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors

    Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.

    By Sam Silverstein • June 28, 2024
  • Two people walk by a Citi branch in a downtown setting
    Image attribution tooltip
    Spencer Platt / Staff via Getty Images
    Image attribution tooltip

    Citi tops list of bank customer satisfaction for financial advice

    Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.

    By • June 28, 2024
  • A Sephora storefront in Georgetown
    Image attribution tooltip
    Cara Salpini/CX Dive
    Image attribution tooltip

    Customers want rewards and exclusive perks from loyalty programs, survey finds

    Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.

    By • June 27, 2024
  • Walmart on mobile and desktop
    Image attribution tooltip
    Courtesy of Walmart
    Image attribution tooltip

    Walmart opens access to off-site customer journey insights for suppliers

    With Digital Landscapes, Walmart is looking to help suppliers answer questions about customer journeys beyond the retailer’s website and app.

    By Chris Kelly • June 17, 2024
  • Cucumbers in a grocery store
    Image attribution tooltip
    Sam Silverstein/CX Dive
    Image attribution tooltip

    How pricing intersects with CX

    Not all businesses consider pricing a function of customer experience. But one typically impacts the other.

    By S.L. Fuller • June 13, 2024
  • The arms of a person wearing a striped shirt can be seen taking an envelope out of a box filled with clothes.
    Image attribution tooltip
    Courtesy of Stitch Fix
    Image attribution tooltip

    Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch

    A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.

    By Daphne Howland • June 6, 2024
  • A TV screen displays a QR code for guests to scan that leads to the Timeshifter app.
    Image attribution tooltip
    Courtesy of Timeshifter
    Image attribution tooltip

    Hotel Tech-in: The app helping guests beat jet lag

    InterContinental Hotels & Resorts has tapped Timeshifter, which uses science to help travelers navigate time differences, to improve the guest experience.

    By Noelle Mateer • June 5, 2024