The Latest

  • The signage on the exterior of a Verizon store.
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    Justin Sullivan via Getty Images
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    Verizon plans to fight churn with better end-to-end experience

    CEO Dan Schulman said the company will deploy AI at scale to help it reduce complexity, anticipate customer pain points and personalize interactions.

  • People in the background of the lobby of a building. A person is seen in profile sitting at a desk facing the entrance.
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    Retrieved from PhotoMIX Company from Pexels.
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    The customer experience outlook for 2026

    Inflation and economic uncertainty are leading companies to court wealthy customers with premium experiences, while AI could upend digital customer journeys.

  • Southwest aircraft on a runway at an airport in Baltimore Maryland on Oct. 11, 2021.
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    Kevin Dietsch via Getty Images
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    Southwest expects loyalty program benefits from switch to assigned seating

    The airline completed its shift from open to assigned seating Tuesday, which creates the opportunity to offer loyalty members extra benefits, such as choosing a seat or checking bags for free.

  • A smiling white woman with a Starbucks cup.
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    Courtesy of Starbucks
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    Starbucks Rewards moves to a tiered structure

    The chain is not changing the core points-for-dollar mechanism behind its Rewards system, but some consumers will earn points more quickly.

  • A woman talks on her phone while using a computer.
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    Getty Images
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    As agentic AI ascends, companies are grappling with control

    The rise of AI agents could put up barriers between customers and brands, leaving leaders to ponder how they can build loyalty and collect customer data in a new environment.

  • People sit in a coffee shop.
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    Adam Gray via Getty Images
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    Starbucks sees customers outside of its loyalty program as vital, too

    The company recorded increases for both Starbucks Rewards and non-Rewards transactions for the first time in years as loyalty membership reached a record high.

  • An American Airlines plane takes off from the Miami International Airport on July 20, 2023 in Miami, Florida.
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    Joe Raedle / Staff via Getty Images
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    American Airlines sets its sights on premium customers in 2026

    The carrier will lean into the strength of its premium business by adding double the number of those seats compared to the main cabin.

  • Exterior of grocery store
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    Jeff Wells/CX Dive
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    Amazon to halt palm payments

    The online retailer said all Amazon One palm readers will be removed from physical stores by June 3.

  • A photo of the forecourt and exterior of a convenience store. A red and white sign on the store says Weigel's.
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    Courtesy of Weigel's
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    3 c-stores pushing the envelope in loyalty innovation

    Gas N’ Wash, Weigel’s and 7-Eleven are taking the traditional tools of a loyalty program and creating something bigger.

  • A customer browses an e-commerce site on their phone.
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    Getty Images
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    Retailers are getting personalization wrong, survey finds

    Most consumers are still receiving generic shopping experiences or irrelevant, untimely or overly aggressive outreach from brands, Amperity found. 

  • Sign in shopping mall
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    Sam Silverstein/CX Dive
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    Is buy now, pay later a boon or a risk to CX?

    The payment option has become more popular with merchants and consumers alike, but experts say companies aren’t considering the risks to the overall customer experience.

  • A close-up shot of an unrecognizable man browsing for sneakers on his laptop while sitting on his couch.
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    Getty Images
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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.

  • Outside storefront image of The Home Depot
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    Courtesy of The Home Depot
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    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.

  • Man standing on a red platform, facing a holographic digital twin of himself.
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    Getty Images
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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.

  • A beige building with a green sign and white lettering that says "Panera Bread."
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    Justin Sullivan via Getty Images
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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.

  • an employee looks into a screen showing a chatbot interface
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    Getty Images
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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.

  • A woman uses a phone sitting on the couch.
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    Getty Images
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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.

  • A United Airlines aircraft lifts off the tarmac.
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    Scott Olson via Getty Images
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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.

  • Rear view wide shot of a woman sitting working at a computer in an office in Newcastle Upon Tyne, North East England. She has her hands behind her head as she stretches, looking at the screen.
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    SolStock via Getty Images
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    Opinion

    Customers 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.

  • The WeChat privacy policy is displayed on an Apple iPhone.
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    Getty Images
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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.

  • Ulta storefront
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    Daphne Howland/CX Dive
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    Ulta teases future AI use cases

    Executives from the beauty retailer hinted at building agents and utilizing AI to improve personalization for loyalty members.

  • A person's hand types on a keyboard while the other hand holds a credit card.
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    Getty Images
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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.

  • Businesswoman pays with her credit card at a airport business lounge.
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    Getty Images
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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.

  • REI CEO Mary Beth Laughton speaking during the National Retail Federation's Big Show in New York City
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    Courtesy of The National Retail Federation
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    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.

  • The storefront of a Michael Kors shop shows severa;
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    Michael M. Santiago via Getty Images
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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.