Personalization
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Permission granted by Yelp
Yelp enhances platform with more personalized home feeds
The review platform added over 20 features, including AI-powered review insights and enhancements to its business product suite.
By Julie Littman • Dec. 13, 2024 -
Courtesy of USAA
USAA tops KPMG’s list for best customer experience
H-E-B and Patagonia also rose to the top of the list for excelling at meeting customer needs and demonstrating a deep commitment to the communities they serve, according to KPMG.
By Kristen Doerer • Dec. 4, 2024 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Retrieved from Nordstrom on November 13, 2024
Nordstrom leverages generative AI for holiday app refresh
Among the new app features are trend reports, which blend the expertise of Nordstrom stylists with AI to deliver relevant trends.
By Aaron Baar • Nov. 19, 2024 -
CEOs say personalization is the key to success in music retail
The leaders of two of America’s top musical instrument retailers, Guitar Center and Sweetwater, say guiding customers through product discovery is key to sustaining sales momentum.
By Nate Delesline III • Nov. 13, 2024 -
Jessica McGowan / Stringer via Getty Images
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 Kristen Doerer • Oct. 15, 2024 -
Courtesy of Walmart
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 Bryan Wassel • Oct. 9, 2024 -
Scott Olson via Getty Images
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 -
Photo illustration: Grocery Outlet Crop; Getty Images
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 -
Scott Olson via Getty Images
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 -
Stephen Lam via Getty Images
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 Bryan Wassel • Sept. 18, 2024 -
Spencer Platt via Getty Images
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 Bryan Wassel • Sept. 11, 2024 -
Justin Sullivan via Getty Images
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 -
Justin Sullivan via Getty Images
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 -
Courtesy of ThredUp
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 -
Thai Phi Le/CX Dive
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 -
Pascal Le Segretain via Getty Images
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 Kristen Doerer • Aug. 8, 2024 -
Debalina Ghosh via Getty Images
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 Bryan Wassel • Aug. 6, 2024 -
PeopleImages via Getty Images
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 Bryan Wassel • July 29, 2024 -
Ezra Acayan via Getty Images
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 Kristen Doerer • July 18, 2024 -
Spencer Platt via Getty Images
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 Kristen Doerer • July 16, 2024 -
PixelsEffect via Getty Images
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 Bryan Wassel • July 15, 2024 -
Courtesy of Kroger
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 -
Retrieved from Placer.ai on June 27, 2024
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 -
Spencer Platt / Staff via Getty Images
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 Kristen Doerer • June 28, 2024 -
Cara Salpini/CX Dive
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 Kristen Doerer • June 27, 2024
