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

Explore the Trendline➔

Loyalty

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

By CX Dive staff

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

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

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

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

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

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

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

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

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

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 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

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

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

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

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

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

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

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

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

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

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

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

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