The Latest

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  Lowe’s credits associate-facing app for customer satisfaction boost

  The Mylow Companion app is helping get new hires up to speed while enhancing the knowledge of experienced workers across departments, executives said.

  AI & Automation

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  Target’s incoming CEO makes consistent experiences a top priority

  The retailer plans to invest $4 billion this year to improve the shopping experience as Michael Fiddelke prepares to take the helm.

  Strategy

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  Chipotle targets Gen Z with college rewards program

  The fast casual chain is offering free points, occasional prize drops and faster rewards accrual to loyalty members who validate their college enrollment.

  Loyalty

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  Want to boost loyalty? Fix your customers’ problems

  Solving customer challenges shows that “a brand sees them, hears them and, more importantly, is willing to take action to make their experience better,” one expert said.

  Loyalty

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  How MLB is powering first-party data collaborations with Adobe

  The software company is expanding its Real-Time CDP Collaboration offering to help brands connect with other brands around data.

  Data & Analytics

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  Home Depot focuses on faster deliveries to boost satisfaction

  Dedicated associates and machine learning-driven efficiency improvements helped the retailer achieve its fastest ever delivery speeds during the second quarter, executives said.

  Strategy

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  Deep Dive

  NPS has its flaws — but when is it the right tool for the job?

  The fluidity of customer experiences means a single label or number often doesn't tell the whole story. For CX teams, that requires looking beyond NPS.

  Strategy

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  US Open serves AI add-ons for tennis matches

  With IBM, the United States Tennis Association is embedding the technology to improve the fan experience and boost productivity behind the scenes.

  AI & Automation

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  Price lures hotel guests, but CX keeps customers coming back

  As more customers shop around, hoteliers need to offer great experiences across channels to keep travelers coming back, Qualtrics says.

  Loyalty

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  AI delivers the best customer support when it’s enhancing humans, study finds

  “AI is most effective when human agents can use it as a ‘sixth sense’ or as an ‘angel on the shoulder,’” Verizon Business’ Daniel Lawson said.

  AI & Automation

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  Saks Fifth Avenue taps AI for customer inquiries

  The luxury retailer is building off of NLX and Amazon Web Services technology to aggregate data for customer service agents to make more informed decisions.

  AI & Automation

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  Consumer anxiety about the economy is putting loyalty at risk

  Higher prices are consumers No. 1 concern, a Wunderkind survey finds. As shoppers become more price conscious, they are more willing to compare options.

  Loyalty

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  Customers still don’t love AI in customer service

  While AI is making inroads in customer support, 82% of customers say they’d prefer human support even if wait times and time spent are the same, a HubSpot and SurveyMonkey report found.

  AI & Automation

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  How 5 companies in 4 different sectors are tackling loyalty programs

  From Fanatics to ASOS, companies are rolling out new perks and testing alternative structures to keep customers engaged as competition grows fierce.

  Loyalty

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  Over half of holiday shoppers plan to use AI to compare prices, search for products

  Consumers are shopping earlier and leveraging AI tools to find the best deals amid a holiday season expected to be clouded with economic uncertainty, per a new report.

  AI & Automation

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  Sonos looks to software to improve experience, win back customers

  Newly minted CEO Tom Conrad said he sees software updates as key to Sonos’ relationship with customers: “The Sonos we're building today is not just a product company."

  Technology

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  Fast food brands fire up AI despite challenging backdrop

  McDonald’s, Chipotle and Yum Brands are embedding the technology into workflows to streamline processes and improve customer and employee experiences.

  AI & Automation

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  Cava deploys tech to free up workers’ time to connect with guests

  The company is investing in automated food production for digital orders only, as “technology should enhance, not replace the human experience,” CEO Brett Schulman said.

  Strategy

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  As hotel loyalty programs lose value, could AI come to the rescue?

  An Accenture study finds that the perceived value of loyalty schemes is dwindling among consumers. AI could help hotels turn things around.

  Loyalty

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  Fanatics goes all in on exclusivity with launch of new loyalty program

  Fanatics ONE offers customers increasingly exclusive perks as they climb tiers, such as being put at the front of the line when they contact customer service.

  Loyalty

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  Customer dissatisfaction over quality, price and quantity grows

  While the dip in Q2 is minor, the trend of declining satisfaction is significant — and concerning, ACSI’s Forrest Morgeson said. 

  Strategy

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  DEI pushback affects LGBTQ+ marketing: Here’s what the numbers say

  Inclusive ads impact the purchasing behavior of 77% of LGBTQ+ consumers, according to data from Disqo and Do the Werq.

  Loyalty

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  Stitch Fix adds more AI experiences, but stylists aren’t forgotten

  The AI Style Assistant helps clients articulate their fashion needs, while the Stylist Connect experience lets users chat with stylists between orders.

  AI & Automation

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  Wendy’s wants good experiences to drive frequency as consumers pull back spending

  Customer satisfaction on orders were up significantly year over year, but it wasn’t enough to offset a negative quarter.

  Strategy

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  Pinterest has ‘effectively become an AI-enabled shopping assistant,’ CEO says

  The platform is focusing on AI-powered visual search and product discovery, leading to cumulative gains across the business, CEO Bill Ready said.

  AI & Automation

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