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

Explore the Trendline➔

Top 5 stories from CX Dive

The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

By CX Dive staff

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

Business satisfaction with AI, automation solutions and services languishes

The gap in customer satisfaction scores stems from a disconnect between technology expectations and reality, ISG found.

By Kristen Doerer • Aug. 30, 2024

Nordstrom credits faster supply chain operations for improved CX

The retailer credited improved availability of popular products, better e-commerce search and discovery, and faster in-store service for sales growth.

By Bryan Wassel • Aug. 28, 2024

Mobile shopping forecast to drive over half of online holiday sales: report

With more people shopping on mobile devices, a “tipping point” with consumer behavior is on the horizon, according to Adobe Analytics.

By Tatiana Walker-Morris • Aug. 28, 2024

Zoom doubled its contact center customers in the past year. Can it maintain the momentum?

Experts think Zoom has the potential to become a top contact center solution vendor, but competitors are still ahead of the company in certain aspects.

By Bryan Wassel • Aug. 23, 2024

BNPL providers won’t face penalties during transition to new CFPB rule

CFPB Director Rohit Chopra said in a blog post that the agency will not fine companies making a good faith effort to follow regulations treating buy now, pay later loans like credit card transactions. His remarks follow significant industry pushback.

By Patrick Cooley • Aug. 22, 2024

How embedded payments are changing the way we pay

As payments technology advances, more companies are embedding the payments process in websites and apps, streamlining the checkout process for customers.

By Patrick Cooley • Aug. 21, 2024

Lowe’s continues to upgrade in-store experiences in pursuit of pro customers

The retailer saw year-over-year improvements to customer satisfaction scores as it continues to introduce new CX-focused technology to use in store.

By Bryan Wassel • Aug. 21, 2024