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

A larger loyalty member pool will provide more customer data for the fast-food chain to improve personalization.

By Bryan Wassel • Feb. 7, 2024

Why Kellanova turned to customer-provided data to bolster personalization

Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change. 

By Rosalyn Page • Feb. 5, 2024

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Starbucks to capitalize on record loyalty membership with app improvements

Starbucks Reward members spent more than ever during Q1 2024, as the company looks to incentivize further patronage with greater personalization.

By Bryan Wassel • Feb. 1, 2024

5 CX trends to watch in 2024

Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.

By Bryan Wassel , Kristen Doerer • Jan. 10, 2024

General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts

Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.

By Chris Kelly • Jan. 9, 2024

Personalization will rule restaurant loyalty programs in 2024

Major chains are using real-time consumer data and artificial intelligence to provide more personalized perks. 

By Danielle McLean • Jan. 8, 2024

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

Nearly three-quarters of consumers received a personalized offer in the past month, but most say their relevance was lacking.

By Bryan Wassel • Jan. 3, 2024

Cava is bolstering customization through catering, loyalty strategy

The Mediterranean fast casual is looking to deepen engagement with existing customers and win new fans by expanding its catering and introducing a new loyalty program.

By Emma Liem Beckett • Dec. 15, 2023

How J. Jill nurtured brand loyalty through customer connection

When it comes to strengthening loyalty, CX is a key ingredient. So what lessons should brands apply at a time of overwhelming choice and heavy competition?

By Rosalyn Page • Dec. 11, 2023

Marriott’s Renaissance Hotels debuts AI-powered ‘virtual concierge’

The hotel brand is the latest to adopt AI-assisted technology in a bid to personalize the guest experience.

By Jenna Walters • Dec. 8, 2023

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

The restaurant chain is remodeling its store fleet and enhancing its loyalty program with personalized offerings. 

By Bryan Wassel • Dec. 6, 2023

World of Hyatt ‘reimagines’ loyalty program benefits

In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.

By Jenna Walters • Dec. 4, 2023

Kroger improves pickup experience, personalized offerings in CX push

Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.

By Bryan Wassel • Dec. 4, 2023

Nordstrom hinges CX strategy on personalization and convenience

Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

By Bryan Wassel • Updated March 11, 2024

Amazon sets the pace in grocery personalization, Dunnhumby finds

The e-commerce giant earned the top score in a report released Tuesday by the data analysis firm, followed by H-E-B, Kroger and Giant Eagle.

By Sam Silverstein • Nov. 14, 2023

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

Data defines the customer experience, but the full potential remains elusive if it's not shared across teams.

By Bryan Wassel • Nov. 6, 2023

Microsoft leans on AI to power experiences across LinkedIn, Bing

The technology giant is using AI tools to enhance search and personalization across its apps and social media platforms.

By Bryan Wassel • Oct. 31, 2023

Brand loyalty slides as consumers ask for more

Falling brand loyalty isn’t a reason to despair. In fact, it has returned to 2021 levels.

By Kristen Doerer • Oct. 23, 2023

Amadeus launches booking solution aimed at personalizing the guest experience

The iHotelier StayPlus technology aligns marketing and revenue strategies to help independent hotels and midscale chains capture and convert more bookings.

By Jenna Walters • Sept. 13, 2023

IHG launches cloud-based booking experience aimed at customization

The platform allows guests to filter by individual room attributes and add-on experiences, with hotels standing to earn an average of $22 in additional revenue per night.

By Noelle Mateer • Sept. 13, 2023

Walmart’s AI push prioritizes customer experience, personalization

"Ultimately, the power of generative AI or any technology is only as good as the data that powers it," CEO Doug McMillon said.

By Roberto Torres • Aug. 17, 2023