Salesforce earnings disappoint, but CX use cases are a bright spot

The CRM provider expects its sales slowdown to reverse as more companies dig into customer data to fuel generative AI investments.

By Kristen Doerer • May 31, 2024

Walmart launches immersive digital shopping experience

Walmart Realm is composed of influencer-led virtual shops that are meant to shorten the distance between inspiration and commerce. 

By Tatiana Walk-Morris • May 30, 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

CosMc’s launches loyalty app

The McDonald’s spinoff launched an app despite having only four locations, in a possible show of the burger giant's confidence in its new brand.

By Aneurin Canham-Clyne • May 29, 2024

Fraud prevention efforts boost customer satisfaction, study finds

Breaches erode trust, but improved cybersecurity measures can improve customer experience while protecting data, according to a survey by PYMNTS Intelligence and Nuvei.

By Bryan Wassel • May 28, 2024

Lowe’s customer satisfaction rises as it rolls out new in-store tech tools

The company’s long-term store transformation plan includes updates to self-checkout and a tool that lets associates add online orders to in-store transactions.

By Bryan Wassel • May 21, 2024

5 ways retailers can improve the self-checkout experience

Experts from Mashgin, Invenco and other firms recently discussed common issues they see with kiosks and how retailers can address them.

By Brett Dworski • May 21, 2024

Home Depot pursues contractors with CX upgrades

While the company aimed the bulk of its CX upgrades at professionals, DIY customers will also benefit from an improved search engine and other enhanced features, executives said on an earnings call.

By Bryan Wassel • May 20, 2024

Are organizations providing accessible digital experiences?

Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.

By Kristen Doerer • May 16, 2024

Uber adds student discount, restaurant lists in latest product rollout

The Uber Eats changes could help it onboard customers at a younger age, building loyalty that lasts beyond college.

By Julie Littman • May 16, 2024

Shopsense launches retail media platform for second-screen shopping

The technology allows TV watchers to purchase items inspired by on-screen programming in real time.

By Xanayra Marin-Lopez • May 15, 2024

Why digital product passports are tailor-made for CX

While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.

By Lars Rensing • May 14, 2024

Instacart sees smart carts as key growth driver

The company expects to deploy thousands of its screen-equipped carts in grocery stores by the end of 2024, CEO Fidji Simo said.

By Sam Silverstein • May 14, 2024

Shake Shack’s kiosks are now its largest ordering channel

The chain added upselling options to its kiosks and made the channel’s customization experience more similar to online ordering.

By Julie Littman • May 7, 2024

Automatic age verification comes to self-checkout

An AI-driven solution that’s being tested in Germany has eliminated the need for cashier intervention in 80% of age-restricted transactions, manufacturer Diebold Nixdorf said.

By Jessica Loder • May 6, 2024

IHOP’s point-of-sale migration is boosting speed, check totals

The diner chain has nearly completed a two-year migration of 1,500 restaurants to Tray’s platform, which integrates with handheld server tablets to trim order and pay times. 

By Emma Liem Beckett • May 3, 2024

Williams Sonoma debuts new mobile app

The app gives users access to recipes, the ability to create and manage registries, connect with design experts and shop by room. 

By Tatiana Walk-Morris • May 2, 2024

Starbucks’ mobile ordering is so popular, it’s slowing some orders down

The company will roll out new procedures that will help workers reduce wait times, CEO Laxman Narasimhan said Tuesday.

By Bryan Wassel • May 1, 2024

Sam’s Club customers leave 23% faster with AI receipt verification

The AI-powered receipt verification is increasing customer satisfaction, too, according to the company.

By Bryan Wassel • Updated May 1, 2024

Amazon introduces shoppable, ad-supported channel to Prime Video, Freevee

The channel leverages Amazon’s “shop the show” technology to enable viewers to easily purchase content seen on their TV screen via a mobile device.

By Aaron Baar • April 23, 2024

Health insurance is missing the mark on digital CX

Two in five consumers experienced problems when using their health insurance’s website or app in the past year, according to a J.D. Power study.

By Kristen Doerer • April 17, 2024

How Christian Dior made virtual try-ons a luxury experience

A virtual activation made with Perfect Corp. and Teads led to a 17% rise in consumers who recognize Christian Dior as a premium brand. 

By Aaron Baar • April 11, 2024

Conversational support grows as AI improves the chatbot experience

Conversational messaging has grown to meet customers’ demand for more self-service options, Infobip found.

By Kristen Doerer • April 9, 2024

Whole Foods to pull Amazon’s Just Walk Out technology from stores

The specialty grocer, which operates the checkout tech at just two stores, will follow the same path as Amazon Fresh stores in the U.S., a spokesperson confirmed Friday.

By Peyton Bigora • April 9, 2024

Gopuff adds 20-minute delivery

The new $1.49-per-order service is the latest development for the instant commerce company’s subscription program.

By Jessica Loder • April 5, 2024

Marriott Bonvoy tests AI-powered search to personalize travel planning

Homes & Villas by Marriott Bonvoy is letting shoppers search its rentals however they like — even without a specific destination in mind.

By Bryan Wassel • April 3, 2024