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JetBlue’s first class meets pent-up demand for premium experiences
The airline expects BlueFirst to deliver nearly 5 percentage points of revenue per available seat mile improvement, according to CEO Joanna Geraghty.
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Hilton expects agentic AI to simplify the hotel customer experience
The hotel is investing in its tech stack as it prepares for agentic AI to drive better customer experiences while reducing costs for the business, President and CEO Chris Nassetta said.
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Consumers want to feel the holiday spirit. Store CX can help.
Minimizing fuss, helping customers keep their holiday traditions alive and righting any problems that come up will be key goals for store CX this year.
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Courtesy of Albertsons
Albertsons launches new subscription program
Albertsons for U+, which replaces FreshPass, costs less and bundles existing loyalty membership benefits with unlimited delivery and pickup services.
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Why 10 companies have best-in-class store experiences
Top retailers, including Costco, H-E-B and Fleet Feet, offer memorable journeys, design around local interests and provide expert associate support, a ChangeUp survey found.
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Courtesy of Verizon
Verizon’s customer-first transformation ‘takes root,’ CEO says
Dan Schulman charted a customer-first course when he joined as CEO last year. It’s paying off, he says, with a 820% year-over-year increase in wireless net additions and lower churn.
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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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Courtesy of Hilton
Hilton offers loyalty members option to pay with points during digital checkout
Pay with Points allows Hilton Honors members to apply loyalty points toward their bill during digital checkout, a first for a major hotel brand, Hilton said.
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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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Dana Andreoli/CX Dive
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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Courtesy of Hilton
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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Joe Raedle / Staff via Getty Images
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.
