The Latest
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Customer satisfaction with online retail stabilizes
Disciplined, value-focused customers are rewarding brands that deliver smooth experiences, ACSI’s Forrest Morgeson said.
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Courtesy of The Home Depot
Home Depot’s key to great AI experiences? Ensure it remains an authority
The retailer started early and will continue to evolve its AI efforts “so that the brand voice shows up the way we want it to,” CIO Angie Brown said.
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Digital twins of the customer are ‘no silver bullet,’ experts say
While they can be more efficient than traditional customer research methods, many organizations are overly focused on cost and time savings.
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Panera pilots points-based rewards program
The fast-casual chain will test its latest iteration of MyPanera at 216 cafes across various markets, with a plan for a nationwide rollout later this year.
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Clean, accurate data grows in importance as agentic AI gains momentum
“I’m sorry, you've heard this 100 times, but you’ve got to get your data right,” The Vitamin Shoppe’s Andrew Laudato said at the NRF Big Show.
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Personal bios for customer service agents can boost satisfaction
When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better able to solve their problems, according to academic researchers.
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United reports record monthly NPS in November despite flight disruptions
The high NPS score despite industrywide turbulence following the government shutdown “is a testament to our customer focus,” President Brett Hart said during an earnings call.
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OpinionCustomers aren’t overwhelmed by options. They’re trying to avoid risk.
Customers walk away not because they’re confused, but because too many experiences ask them to manage risk before trust exists.
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Conflicting desires for privacy, personalization put consumers in a bind
While more than half of shoppers would switch retailers for stronger privacy protections, a majority say technology has improved their shopping experience, Capgemini found.
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Daphne Howland/CX Dive
Ulta teases future AI use cases
Executives from the beauty retailer hinted at building agents and utilizing AI to improve personalization for loyalty members.
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3 retailers on their role in agentic AI experiences
Executives from Home Depot, URBN and Wayfair discussed during NRF how companies remain the “merchant of record" by maintaining brand voice and handling customer service and other tasks.
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Why brands are courting consumers with premium experiences
The premiumization of services and goods is no longer a tactic dominated by airlines. As consumers worry about a recession, brands are looking to the wealthy to keep spending.
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Courtesy of The National Retail Federation
In the age of AI, REI is turning to its human employees to win
The retailer’s “green vest” associates serve as a key differentiator — both in stores and online — in an increasingly AI-driven world, according to CEO Mary Beth Laughton.
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How Dine Brands, Michael Kors introduce data to employee workflows
The parent company of Applebee’s is using tablets to speed up service, while Michael Kors offers its associates data to improve their clienteling capabilities.
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Delivery minimums, return and restocking fees can cost business
About two-thirds of consumers consider return policies when choosing retailers and say that return policies “at least sometimes” impact their purchases, according to FedEx.
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Courtesy of Walmart
Walmart: This year, AI tinkering ‘becomes transformation’
A year from now, customers will look back and realize just how much has changed about the shopping experience, Walmart’s Daniel Danker predicts.
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Bryan Wassel/CX Dive
Why 2 companies build loyalty as quickly as possible
Customers don’t just expect basic personalization, but tailored experiences from the moment they arrive, leaders from Fabletics and Sweetwater Sound said at NRF.
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Courtesy of 7-Eleven
Customers want flexible commitment, value from subscriptions
Nearly 2 in 5 consumers prefer pausing over canceling, “proof that control and choice keep subscribers loyal,” Recurly found.
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Courtesy of Rivian
Rivian hires chief customer officer ahead of R2 launch
Greg Revelle will oversee the EV maker’s go-to-market strategy, including leading sales, marketing and operations.
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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.
