Technology
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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 -
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 -
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 -
How Jackson Family Wines brought wine country online
Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options.
By Bryan Wassel • Sept. 25, 2024 -
Google joins the AI-powered customer service assistant gold rush
The company’s contact center solution emphasizes virtual assistants and could stand out due to Google’s AI expertise, according to Info-Tech Research’s Julie Geller.
By Bryan Wassel • Sept. 24, 2024 -
Consumers want to bank digitally, but quality service remains key
Banks need to provide a capable mobile application and quality customer service, a Motley Fool Ascent survey found.
By Kristen Doerer • Sept. 19, 2024 -
Chipotle starts in-store testing for avocado, makeline robots
The two pieces of equipment, including the Autocado, are expected to speed up order fulfillment.
By Aneurin Canham-Clyne • Sept. 17, 2024 -
Customer experience data is underused in business decisions, leaders say
Leaders want to see more department heads use CX data to guide technology adoption, a CallMiner study found.
By Bryan Wassel • Sept. 16, 2024 -
United to bring customers Starlink Wi-Fi to boost in-flight experience
The airline is looking to change the in-flight experience by bringing fast, reliable — and free — internet connection to its passengers in 2025.
By Kristen Doerer • Sept. 13, 2024 -
How grocers are building their in-store music playlists
From customer demographics to worker preferences, supermarkets have several key factors to consider when curating their in-store audio.
By Gloria Dawson • Sept. 13, 2024 -
Family Dollar implements AI tech for category management, merchandising
The discount chain has selected Dunnhumby to power a platform aimed at localizing product assortment to better meet shoppers’ needs.
By Peyton Bigora • Sept. 11, 2024 -
Rent the Runway’s UX revamp helps power new customer growth
The retailer is making it easier for new customers to rent their first garment through faster page loading, improved product detail pages and simpler checkout.
By Bryan Wassel • Sept. 9, 2024 -
Amazon tech automating 10 new campus c-stores
The company said it expects to put its technology in more stores in 2024 than in any previous year.
By Jessica Loder • Sept. 5, 2024 -
Is customer experience Best Buy’s key to sales growth?
The company is investing in initiatives to improve mobile app personalization and revamp merchandise presentations as it aims for sales growth.
By Bryan Wassel • Sept. 3, 2024 -
Office Depot parent company rolls out generative AI assistant to 900 stores
ODP Corporation, which also operates OfficeMax, introduced the ODP Personal Assistant to enable associates to spend more time helping customers.
By Bryan Wassel • Aug. 30, 2024