Google Lens can now tailor search results to the store you’re in

Users can take a picture of an item to receive insights tailored to the store they’re in, such as similar items that are in-stock.

By Bryan Wassel • Nov. 19, 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

Explore the Trendline➔

Technology

In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.

By CX Dive staff

Bojangles to install ordering kiosks across its system

The chicken chain said its pilot of the Grubbrr technology had high adoption rates and helped increase throughput.

By Julie Littman • Nov. 18, 2024

Cava emphasizes people over technology in its CX upgrades

The company is rolling out tech designed to speed up order accuracy and fulfillment on the backend so workers can handle customer-facing interactions.

By Bryan Wassel • Nov. 13, 2024

Eventbrite upgrades customer support as revenue dips

CEO Julia Hartz expects an improved app experience to drive greater demand for business customers’ events.

By Bryan Wassel • Nov. 12, 2024

Airbnb credits app upgrades, supply quality for bookings and NPS growth

The company cut 300,000 listings from its platform that didn’t meet customer expectations and introduced Guest Favorites in an effort to drive quality.

By Kristen Doerer • Nov. 11, 2024

Expedia Group boosts app user experience, loyalty offerings

The travel booking app now uses AI to summarize reviews and offer customers detailed property information.

By Bryan Wassel • Nov. 8, 2024

Amazon debuts virtual holiday shop

The immersive 3D shopping experience includes music, animations and a guided journey to help with product discovery.

By Tatiana Walk-Morris • Nov. 8, 2024

FTC orders Sitejabber to stop misleading customers with reviews

The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.

By Kristen Doerer • Nov. 7, 2024

‘Sufficient but unspectacular’: How banks can improve their mobile app experience

U.S. Bank and Bank of America lead in offering the best banking app experience, according to Forrester. Both have improved their conversational assistants.

By Kristen Doerer • Nov. 6, 2024

Starbucks brews CX plans to improve in-store, mobile ordering

The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.

By Bryan Wassel • Oct. 31, 2024

Chopra defends CFPB open banking rule in face of lawsuit

Consumer Financial Protection Bureau Director Rohit Chopra called out bank litigants that sued over the rule, saying he didn’t think they’d even read it.

By Patrick Cooley • Oct. 31, 2024

Amazon, Google sue over fake online reviews

The dual complaints in federal court target sellers of fake reviews for retailers and local businesses that market on the web giants.

By Justin Bachman • Oct. 30, 2024

How The Vitamin Shoppe builds flexible customer experiences

The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.

By Bryan Wassel • Oct. 30, 2024

Inside the Store: Sam’s Club unveils its store of the future

Shoppers must use Scan & Go at the newly opened Dallas-area location, which boasts a large sushi island, a pizza-making robot and more e-commerce fulfillment tools.

By Catherine Douglas Moran , Sam Silverstein • Oct. 24, 2024

CFPB finalizes open banking rule in push for more consumer choice

The rule would require financial institutions, credit card issuers and other firms to transfer personal financial data to other providers for free at the consumer’s request.

By Dan Ennis • Oct. 23, 2024

Ally Financial touts high satisfaction and retention for its digital banking tools

The financial services company attributed its success to best-in-class customer service and digital convenience.

By Bryan Wassel • Oct. 21, 2024

Apple, Klarna collaborate on BNPL

The tech giant has linked with the Swedish buy now, pay later provider to offer Apple Pay customers in the U.S. and U.K. another payment option.

By Patrick Cooley • Oct. 21, 2024

Bank of America pins organic growth to CX improvements

CEO Brian Moynihan said the company's continued focus on client experience drove growth in new checking accounts in the third quarter.

By Kristen Doerer • Oct. 18, 2024

United credits tech and staff investments for rising NPS scores

Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.

By Bryan Wassel • Oct. 17, 2024

Instacart adds games, personalized coupons to its smart carts

The new capabilities aim to deliver benefits for brands and retailers while also driving repeated customer use of the technology.

By Catherine Douglas Moran • Oct. 9, 2024

David’s Bridal wants to be your wedding copilot

The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.

By Bryan Wassel • Oct. 8, 2024

Why Whole Foods’ Daily Shops won’t feature Just Walk Out tech

Display movement is “very restricted” when the tech is in use, a Whole Foods executive said during a store tour of the new format.

By Peyton Bigora • Updated Oct. 7, 2024

Will Google’s updated AI features up the ante for search experiences?

New features enhancing Lens’ ability to search photos and offering a better layout for recipe results could elevate customer expectations for overall search UX.

By Bryan Wassel • Oct. 4, 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