The Latest
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Consumers want to connect with lenders via text, not apps
RCS messaging is gaining momentum and can help financial service providers collect payments, boost consumer engagement and win market share, a recent survey found.
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Home Depot benefits from fast delivery and well-stocked shelves
Customer satisfaction is on the rise, though CX investments weren’t enough to uplift disappointing sales growth.
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Courtesy of Harmons
Why a people-focused grocer brought robots into its stores
Utah independent grocery chain Harmons sees the automated inventory equipment it recently installed from Simbe as a way to build ties with shoppers, CIO Bruce Hatch said in an interview.
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Consumers will pay more for empathy
Many consumers feel companies are failing at empathy, and the growing use of AI in customer service likely isn’t helping, a Zurich survey found.
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Nuuly subscribers can now return items at Urban Outfitters stores
Subscribers to the apparel rental company can see faster processing and instant updates as part of the new service.
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Airlines will not have to compensate customers for flight disruptions
While the Department of Transportation is nixing the proposed rule, consumers' right to a refund or rebooking remain intact.
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Why Papa Murphy’s rebuilt its loyalty program around a single rule
“Every pizza earns points,” Papa Murphy’s Jason Focht said. “It's easy to understand, easy to message and easy to execute across all of our channels, including web apps and in-store.”
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Stagnant customer satisfaction offers warning to business, ACSI says
The latest data indicates inflation may be constricting customer satisfaction, which impacts CX strategy, Watermark Consulting’s Jon Picoult says.
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Courtesy of Unite Here
Front-line workers are more difficult to find, train and retain, study says
Employers’ previous assumptions about how easily essential workers can be hired or replaced have become increasingly unreliable, according to a Josh Bersin report.
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Are your personalization efforts overwhelming customers?
More than one-third of customers have stopped buying from a brand due to excessive messaging, a CSG survey found.
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Albertsons continues to bolster loyalty offerings
All of the grocer’s loyalty program members can now get extended free trials of Uber One, giving them access to free delivery, cashback and more discounts.
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Consumers drawn to AI for help with gift-buying research
Consumers want to read product reviews, and they see AI's ability to summarize many at once as one of its top features, a Mastercard survey found.
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How Vanguard modernized client experiences
“If you're going to be competing against both very flashy new entrants as well as your major competitors, how are you going to step up to that plate?” Vanguard’s Nathan Zahm said. “And CX was it.”
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Snipes courts Gen Z with a value-focused loyalty program
The program is designed to offer a clear value proposition alongside financial flexibility, according to Snipes U.S. CMO Kelley Walton.
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Target debuts AI holiday gift finder
Shoppers can enter details like age and interests to generate unique recommendations — just one of several tech updates during the season.
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Why Optimum looks to the frontline for customer pain points
“I learn most when I'm in a call center in the Philippines or in India or in Brooklyn than what I hear through a bunch of PowerPoints in the boardroom,” said CCXO Shuvankar Roy.
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Wendy’s CX improvements carve out a bright spot amid weak sales
Experience investments helped company-owned U.S. restaurants same-store sales outperform systemwide sales by 4%.
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Consumer sentiment slumps to 3-year low on shutdown, economy fears
The decline in consumer sentiment this month spanned all population categories, including age, income and political affiliation, the University of Michigan found in a survey.
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Major airlines waive cancellation, rebooking fees amid flight cuts
As airlines work to comply with the FAA order to cut flights at 40 major airports, carriers are working to minimize the disruption to customers.
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Grocery Outlet details fresh-focused store remodels
The discounter has relocated its fresh departments and improved traffic flow to make its shopping experience easier, company executives told investors.
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Expedia Group AI agents handle more than half of queries, CFO says
The travel company sees AI as a way to improve its customer experience from the initial search through their entire stay.
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How Warner Music Group and CBRE tackle customer data silos
Each has access to troves of data, but without clean, unified data and hypotheses, the information can appear chaotic or meaningless.
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Amazon sues Perplexity over AI shopping agents
The mass e-commerce company — which alleges Comet agents are covertly making purchases for users — is open to third-party agentic commerce, but on its own terms.
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Lyft, United connect their loyalty program perks
The partnership is the latest in a series of loyalty-focused updates Lyft has made to help it drive customer growth.
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Courtesy of Sonos
Sonos wants to be at the center of ‘AI personalities’
The company has “restored the quality of our software” and is now looking at the future of its experience, according to CEO Tom Conrad.
