The Latest
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In an AI world, Nordstrom is leaning into human care
AI has a role to play, but when customers "really want the face-to-face, eye-to-eye, voice-to-voice connection,” the retailer is there to meet the need, Nordstrom’s Heather Bissell said.
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AI assistants haven’t killed mobile apps — yet
As more consumers turn to AI assistants, some are leaving their apps behind, a TELUS Digital survey found.
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Hertz shows wins from customer service investments, names CX chief
Customer backlash to AI-powered vehicle scans this summer did not deter AI investments in the company’s customer service operations.
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Courtesy of Walmart
Walmart introduces AI tools for in-store and online holiday shopping
The retailer’s latest AI investments span its app, supply chain and customer service operations.
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Courtesy of Kroger
Kroger, Sprouts to pioneer Instacart’s new AI tech
The grocers will be among the first retailers to implement Cart Assistant, a tool that lets shoppers build baskets by conversing with a chatbot.
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What do shoppers want from AI this holiday season?
Growing attention makes AI adoption feel urgent, but that doesn’t mean businesses should rush implementation.
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Marriott will lay off portion of customer engagement center workforce
The company confirmed that organizational changes are being implemented “to better reflect how our guests interact with us across channels.”
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Jenn Goodman/CX Dive
Kroger plans acceleration of AI efforts
The grocer is using the technology to operate more efficiently, improve customer experience and boost sales.
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3 of the spookiest customer experiences
CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost companies.
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Giant Eagle revamped its loyalty program. The results are in.
The grocer worked with Eagle Eye to expand the benefits and tiers of its platform, which has welcomed 53,000 new households since its relaunch.
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Amazon expects agentic AI to revolutionize online experiences — eventually
Third-party agents have potential but lack personalization and have a tendency to deliver the wrong information, CEO Andy Jassy said.
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Courtesy of Starbucks
Starbucks is getting faster at service, CEO says
CEO Brian Niccol said investments in hiring, employee hours and improved order sequencing are contributing to higher brand affinity.
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Courtesy of Pinterest
Pinterest rolls out AI-powered personalization features
The updates will turn the platform “into a personal shopping assistant” led by the technology, according to executives.
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Alamy
PayPal wants to make payments easier, for you or your AI agent
The payment company is scaling its redesigned checkout experiences and preparing for a future in which agentic AI makes purchases for consumers.
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Wyndham puts 250 AI agents into production
The hotelier’s agentic suite is providing support for guests, such as modifying bookings and offering travel recommendations.
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Courtesy of Verizon
Verizon ‘must shift to a customer-first focus,’ new CEO says
The company plans to strengthen loyalty, eliminate practices that detract from CX, and leverage AI to simplify offers, CEO Dan Schulman said.
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JetBlue grows satisfaction as CX strategy shows signs of success
Though the airline has yet to return to profitability since the launch of its JetForward turnaround plan, the carrier has seen improvements to NPS.
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OpenTable relaunches loyalty program
Diners unlock Gold status after completing six reservations during a 12-month period, gaining access to six-months free of Uber One and priority status for last-minute reservations.
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Wayfair invests in AI to power its customer experience push
The retailer is using the technology in its product image carousels, search engine and contact center operations.
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Delta begins roll out of generative AI-powered virtual assistant
Delta Concierge is meant to offer customers personalized support, make travel easier and eliminate stress.
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Retailers enter a generative AI feedback loop
The industry is turning to AI to better understand the technology itself, all with the hope of capturing consumer attention.
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T-Mobile sets its sights on eliminating the ‘pain’ of signups and upgrades
Digital tools can make the carrier’s upgrade and signup processes feel “like a transaction you're doing in 2025 rather than in 2002,” COO Srini Gopalan said.
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American courts customers with premium experiences
While main cabin revenue has faltered in recent quarters, premium revenue has grown, and American Airlines is eager to meet the rising demand.
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Lyft adds free loyalty program to its subscription lineup
The rideshare company has found success with fee-based programs like Lyft Pink but sought to introduce a program without additional costs, CEO David Risher said.
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Southwest’s NPS bounces back after elimination of marquee policies
The airline is turning the corner after a shaky start to its transformation plan that coincided with a dip in travel.
