The Latest
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Bank of America credits CX, digital capabilities for account growth
The bank added 213,000 net new consumer checking accounts in the fourth quarter, marking six consecutive years of quarterly growth.
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Julie Littman/CX Dive
Portillo’s tests computer vision to boost drive-thru times
Managers will see a screen flashing red if a car has sat for four minutes, allowing them to redeploy labor and move guests faster through the drive-thru.
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Wells Fargo eyes customer engagement initiatives, growth
The bank laid out digital enhancements to its mobile app and plans to generate growth as regulatory burdens lift.
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Courtesy of National Retail Federation, Jason Dixson Photography
At NRF, 40,000 humans contemplate AI
Artificial intelligence is useful to many areas of retail, from sourcing to customer service, making it a hot topic during this year’s Big Show.
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How Circle K turns customer feedback into actionable insights
The retailer’s communication app aims to enhance CX by processing feedback, from the results of new policies to the location of spills, and sending it to the right person.
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AI acceptance grows among holiday shoppers, survey finds
Nearly 9 in 10 shoppers used the technology in some form during the 2024 holiday season, according to Talkdesk research.
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Unhappy consumers will drive the next wave of AI lawsuits
Companies using AI to make decisions or provide guidance can expect pushback when people don’t like how that impacts them, an AI legal specialist says.
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Ulta Beauty has big plans for its personalization efforts in 2025
The company’s strategy includes putting a customer-centric lens on operations and investing in methods that can drive customer lifetime value.
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Starbucks reverses open-door policy as it pursues coffeehouse environment
Under the new policy, customers will have to make a purchase if they want to hang out in Starbucks coffee shops or use its bathrooms.
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Courtesy of Sweetgreen
Sweetgreen CTO shares the chain’s data-focused approach to CX
CTO Wouleta Ayele discussed why she designs experiences by working backwards from an ideal outcome at the National Retail Federation’s Big Show conference.
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Daphne Howland/CX Dive
Sephora to redesign entire North American store fleet
The changes aim to create a shopping experience that showcases the company’s current assortment and allows for store adjustments in the future.
Updated Jan. 15, 2025 -
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Amazon to end Prime Try Before You Buy
AI feature adoption is reducing the need for physical try-ons, the company said.
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Sonos CEO out as company cleans up botched app release
Departing CEO Patrick Spence took ownership for the issues with the Sonos app in past earnings calls, saying his "push for speed backfired."
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Ulta taps Instacart for same-day delivery
Through the partnership, customers can receive beauty products in as little as one hour and earn loyalty points on orders.
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Baskin-Robbins’ new loyalty program aims to balance simplicity and variety
Baskin-Robbins Rewards, which launched in December, aims to make it easy for customers to earn rewards while offering a variety of redemption options.
Updated Jan. 14, 2025 -
Photo Illustration by Drew Angerer via Getty Images
How TikTok Shop is changing the way brands reach customers
As a potential ban looms, brands like Nike and E.l.f. Beauty are leveraging the social media platform to win over Gen Z.
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Brandon Bell via Getty Images
Delta touts loyalty program, premium services in revenue gains
The airline boosted its bottom line by courting customers seeking upscale experiences.
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How cyber incidents impact consumer trust
Despite an increase in cyber incidents, breaches had less impact on consumer trust in 2024, a Vercara survey found.
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Retrieved from 7-Eleven.
7-Eleven dangles $5k daily prize to boost loyalty spending
As c-store retailers struggle with loyalty participation, the Texas-based company is taking on a new approach to engage rewards members.
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Justin Sullivan via Getty Images
AT&T aims to draw customers with service guarantee
The promise includes compensation for long customer service wait times and extended service outages.
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Courtesy of Albertsons
Albertsons boasts 15% loyalty member growth
The grocery company topped 44.3 million loyalty members during the quarter after simplifying how customers can earn and redeem points in April.
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Tasos Katopodis via Getty Images
Biden signs into law Government Service Delivery Improvement Act
The legislation to improve government service delivery gained bipartisan support, with both Republicans and Democrats celebrating its passage Tuesday.
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Courtesy of Swish
How grocers can make online sampling a curated experience for shoppers
Swish aims to make product discovery in delivery and pickup orders a more personalized experience.
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Brandon Bell via Getty Images
5 customer experience trends to watch in 2025
Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.
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Consumers embraced generative AI for holiday shopping
Research shows there is significant potential for generative AI to enhance e-commerce experiences, especially when it integrates into existing journeys.
