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When translations don’t feel natural, customers walk away
Brands usually get translation right, Liferay’s Yotam Levy said. “The problem is they don't necessarily do a great job of localization.”
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Sponsored by Zoom CXHow to build a virtual agent customers want to use
Six practices for designing self-service that actually helps customers solve problems.
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Southwest sets its sights on improving loyalty revenue
The carrier’s bevy of loyalty advancements — from overhauling Rapid Rewards to adding international travel partners — are aimed at strengthening the airline’s value proposition.
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Comcast touts customer service contact rates down 20% this year
As part of its efforts to simplify customer interactions, Comcast has eliminated more than 30 million service interactions so far in 2026, executives said on an earnings call.
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AT&T pursues ‘sticky and high lifetime value’ customers
The carrier is courting converged customers by “removing friction for consumers” and “constructing plans built around simplicity, transparent value, and convergence,” CEO John Stankey said.
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American Airlines confident in CX, premium investments despite the toll of fuel costs
A massive spike in fuel prices led to a net loss in Q3 2026, but loyalty program growth was strong and premium revenue continued to outperform main cabin, executives said.
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Siloed data remains key barrier to seamless customer experiences
Knocking down silos can help brands develop a more complete picture of their customers and form the necessary basis for new tech rollouts.
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How Ahold Delhaize USA keeps loyalty programs alive during outages
The grocer's chains are delaying point expirations and using in-store kiosks for personalized savings after their websites and apps became inoperable.
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Travelers want flexibility, experiences over ‘perfection’: Hilton
According to Hilton’s 2027 Trends Report, travelers are embracing “solo-ish” travel and prioritizing trips that help them reset and gain perspective.
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United’s loyalty strategy leans on Starlink
The airline has “a huge head start” offering high-speed in-flight Wi-Fi, CEO Scott Kirby said. “So a lot of new customers are going to try us.”
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Falling value perception is putting a magnifying glass to store CX problems
Higher prices can make problems like reduced product selection or checkout friction stand out, HappyOrNot found.
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What JetBlue first-class fares say about airlines’ premium push
Carriers are investing in premium experiences to capture wealthier customers willing to pay more while diversifying revenue streams amid rising fuel costs.
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Customer patience for bad service is wearing thin
Keeping customers loyal doesn’t take much: respect their time, address their issues and do what you say you’ll do.
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Back to CX Basics: Why brands use BPOs for CX
Working with a business process outsourcer offers more than simply reducing the cost to serve customers — they can help build and extend a brand.
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Southwest overhauls loyalty program, adds premium tier
The airline's Rapid Rewards program has seen massive growth this year. Southwest's latest changes aim to reward members throughout their journey.
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Delta overhauls its most luxurious flight experience
The airline’s refresh of Delta One is its latest effort to court customers with premium experiences.
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As Albertsons embarks on a turnaround, what role will CX play?
The grocer, which is struggling with high prices, wants to sharpen its value perception through better in-store experiences, CEO Susan Morris said.
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Target’s operations app updates let associates spend more time with customers
The myDay store app aims to put tasks into a single place where workers can determine which will have the biggest and most immediate impact on the shopping experience.
Updated Oct. 15, 2026 -
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JPMorgan CEO warns customers of risks of third-party AI agents
As Meta’s Muse reignites fears over AI-driven deposit flight, Jamie Dimon cautioned customers Tuesday that if they’re giving AI agents access to their bank accounts, they’re owning that decision.
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Behind the scenes of DSW’s loyalty program relaunch
The “Rewards at the Ready” revamp emphasizes putting more control in customer’s hands and helps the DSW VIP program stand out from the competition, DSW’s Paige Sheedy said.
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Why customers are fed up with AI chatbots
Few things will cause a customer to immediately request — or demand — a live agent like a bot that misunderstands them.
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Domino’s new CEO plans on ‘getting closer to the customer’
The company will sharpen promotions through its loyalty app and improve consistency in an effort to drive greater frequency, CEO Joe Jordan said.
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Why complex issues stymie AI support, and how brands can fix it
Not passing the context of a call from self-service to human typically reflects integration issues, but it might also indicate a fractured approach to handling customer service.
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Better personalization starts with meeting customer needs — not marketing’s
Good personalization needs the right foundation. “Start with what customers define as useful, not simply what the campaigns produce,” Deloitte Digital’s Trinadha Kandi said.
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AI is ‘reshaping’ Walmart, and Sparky is leading the charge
Advancements in AI are helping Walmart save money, which it is, in turn, reinvesting in customer experience improvements, according to U.S. CEO David Guggina.
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When grocery prices rise, in-store issues become more frustrating
Grocers can’t stop inflation, but they have control over how it feels to shop their stores — and that can make the difference with customers, Axonify’s Melissa Burghardt said.
