The Latest
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Taco Bell aims for memorable, not frictionless, experiences
Fast, easy experiences are part of good CX, but they aren’t the most important ingredient, Taco Bell’s Dane Mathews said at NRF.
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Delta posts loyalty gains as premium revenue soars
Total loyalty revenue grew 6% year over year, and premium revenue rose 7% year over year as the carrier recorded $5 billion in pre-tax profit.
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Peyton Bigora/CX Dive
Kroger taps Google Gemini, announces more key AI moves
The expanded partnership with Google Cloud includes the launch of an AI-powered personal shopping assistant for customers and builds on the grocer’s growing fleet of AI capabilities.
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How True Classic takes a proactive approach to the last mile
Customers should feel cared for after they make a purchase, not like they need to go looking for answers, according to True Classic’s Jordan Gesky.
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Courtesy of Walmart
Walmart teams up with Google’s Gemini for AI-assisted shopping
Incoming CEO John Furner said the company is rewriting the retail playbook, in part with new agentic AI capabilities.
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Courtesy of Beyond Yoga
How rising retail brands use influencers to combat digital overload
At NRF’s Big Show, execs from Mejuri, Coterie and Beyond Yoga emphasized the power of community in amplifying brand messages and viral moments.
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Bryan Wassel/CX Dive
How Home Depot, Wayfair executives are preparing for an agentic AI future
The technology is redefining how customers interact with brands, but at least some parts of shopping will remain a human experience, executives said Sunday at NRF.
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Courtesy of Amazon
Amazon to roll updated Dash Carts into more Whole Foods stores
The latest version of the smart carts, which includes a real-time savings tracker, will expand to more than 25 of the specialty grocer’s locations this year.
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Courtesy of Google
Google Cloud wants to help brands build their own agentic AI bots
With Gemini Enterprise for Customer Experience, companies can create shopping and customer service agents that support contact center operations.
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Tomohiro Ohsumi / Stringer via Getty Images
California law gives food delivery customers right to talk to a human
The legislation puts guardrails around how food delivery companies handle service issues and to what extent it can rely on automation.
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Consumers want price monitoring, 24/7 support from AI agents, survey finds
Customers are embracing AI for product discovery and customer service, but trust remains a barrier to wider adoption, IBM Institute for Business Value and National Retail Federation found.
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American Airlines rolls out free Wi-Fi to loyalty members
“The race to reliable Wi-Fi has now turned into a race for free Wi-Fi for the major legacy carriers,” Going travel expert Katy Nastro said.
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Q&AHow agentic AI will lure shoppers
It’s likely to be through a gradual process of trust-building and smaller purchases, a payments executive predicts.
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When consumers are financially stressed, they look for reliability
Only about half of consumers are financially secure, the Qualtrics XM Institute found. Those feeling insecure are more risk-averse and less tolerant of friction.
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Retrieved from Refuel.
Refuel refreshes loyalty program
The South Carolina-based retailer’s updated rewards platform includes increased fuel discounts and more personalized offers for customers.
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Can pricing strategies maintain customer loyalty?
Consumers are seeking value over loyalty and reducing their spending as they feel the pinch of persistent price hikes and economic uncertainty, a Capgemini report found.
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Joe Raedle via Getty Images
Late delivery? Proactive communication can save the experience, study finds
Brands should own the experience, communicate quickly and offer solutions when the last mile goes wrong, according to Alorica’s Jadah Hawkins.
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FTC nixes order against AI startup, citing Trump directive
The FTC had previously alleged that Rytr engaged in an “unfair business practice” by offering a service that was likely to “pollute the marketplace with a glut of fake reviews.”
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Shoppers embraced AI customer service during holiday rush
The technology drove 20% of holiday sales, and shoppers chose AI and agentic customer service options more than twice as often as they did in the prior two months, according to Salesforce.
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Kena Betancur via Getty Images
6 customer experience trends to watch in 2026
In the year ahead, CX leaders will face persistent challenges, from economic anxiety to AI transforming support.
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Kroger launches new discount program
People enrolled in SNAP, WIC, Medicaid or other similar programs can get a 20% discount on produce and half off the cost of the grocer’s Boost membership program.
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Courtesy of Amazon
Amazon rolls out dedicated website that brings Alexa+ online
The site can help customers research topics, take action on their behalf, and continue conversations with an Alexa device from where they left off.
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Why the customer isn’t always right
As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.
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Returns season is here. What are the best practices for a good experience?
A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience, experts say.
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Joe Raedle via Getty Images
Why inflation, pricing can impact customer experience
From rising costs to dynamic pricing, prices and how businesses set them shape customers' impressions.
