Personalization
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Peyton Bigora/CX Dive
Wegmans’ elevated shopping experience goes digital
The East Coast grocer recently launched a “new and improved” website and mobile app with enhanced personalization. Here’s a closer look.
By Peyton Bigora • April 22, 2025 -
Courtesy of Scooter’s Coffee
Scooter’s Coffee switches to points-based loyalty
The new program is designed to expand the range of products available for redemption and boost ordering through the chain’s digital channels.
By Aneurin Canham-Clyne • April 17, 2025 -
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 -
valentinrussanov via Getty Images
Online shopping brings convenience but lacks joy
Brands have many ways to make e-commerce more exciting, but they should avoid adding fluff, according to Info-Tech Research Group’s Julie Geller.
By Bryan Wassel • April 15, 2025 -
Permission granted by Sam’s Club
Investments in convenience pay off for Sam’s Club
The warehouse club will remodel its entire store fleet, with upgrades based on its store of the future concept, and improve digital personalization.
By Bryan Wassel • April 9, 2025 -
rustycanuck via Getty Images
David’s Bridal CEO on transforming the brand experience for today’s brides
CEO Kelly Cook is focused on “changing and twisting the dials of the company” to keep up with brides’ evolving expectations for the wedding shopping and planning experience.
By Bryan Wassel • April 1, 2025 -
Courtesy of Instacart
Instacart increases grocery personalization with new AI tech
The grocery technology company unveiled tools to help better predict customers’ dietary needs and refine product recommendations.
By Catherine Douglas Moran • March 18, 2025 -
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Most consumers wouldn’t let AI make purchases on their behalf, study finds
Shoppers still find AI useful for personalized product recommendations and discovery, according to an Omnisend survey.
By Bryan Wassel • March 17, 2025 -
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Luxury shoppers embrace AI, but remain wary of sharing personal information
Two-thirds of luxury fashion customers use AI when they browse online, but are cautious about the details they provide, according to a Saks Global survey.
By Bryan Wassel • March 3, 2025 -
Caroline Jansen/CX Dive
Warby Parker pushes CX investments in-store and online
The eyeglasses retailer is rolling out an AI-powered recommendation engine and helping associates train to become opticians.
By Bryan Wassel • Feb. 28, 2025 -
Justin Sullivan via Getty Images
Is customer experience more important than the product?
From Amazon’s extensive selection to Sephora’s personalized service, brands are considering whether customer experience matters just as much as the product itself.
By Rosalyn Page • Feb. 10, 2025 -
Courtesy of Verizon
Verizon’s investments in AI-driven personalization help fuel growth
The company will use its expertise in AI — honed through efforts like plan personalization — to help it create solutions for corporate clients, too.
By Bryan Wassel • Jan. 27, 2025 -
Courtesy of National Retail Federation, Jason Dixson Photography
At NRF, 40,000 humans contemplate AI
Artificial intelligence is useful to many areas of retail, from sourcing to customer service, making it a hot topic during this year’s Big Show.
By Daphne Howland • Jan. 17, 2025 -
Weedezign via Getty Images
Consumers want deals, convenience from personalization, survey finds
Simple acts of recognition, with or without a human touch, can build long-term customer relationships, Boston Consulting Group’s Mark Abraham said.
By Bryan Wassel • Jan. 2, 2025 -
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 -
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
