The Latest

  • A custome renters a Home Depot store
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    Justin Sullivan via Getty Images
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    Home Depot is ‘laser focused’ on elevating customer service through associates

    A localized training program and generative AI knowledge tools for workers are expected to boost the in-store experience.

  • A man sits in front of a computer with a hand on his head.
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    PhotoLife94 via Getty Images
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    Why customer service shouldn’t be ‘a deflection mechanism’

    When customers are unable to reach customer service, it can exacerbate their frustration and erode overall customer experience, brand reputation and sales. 

  • A white sign that says Cava in front of a glassed facade building.
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    Courtesy of Cava
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    Cava has big plans for its loyalty program

    Loyalty is bringing consumers into the restaurant’s ecosystem, while its emphasis on hospitality builds relationships, according to CEO Brett Schulman.

  • A stack of $20 U.S. bills lay on top of a scattering of more $20 bills.
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    Maksym Kapliuk via Getty Images
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    Inflation expected to surge to 7.3% in a year, fueled by tariff worry

    Consumer sentiment has slumped this year even as recent “hard data” reveal stable prices and robust hiring.

  • Two people talk to each other in an Ikea showroom surrounded by furniture products.
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    Courtesy of Ikea
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    How brands use emotional intelligence for stronger customer relationships

    Businesses that successfully implement EQ create deeper, more meaningful customer connections and measurable gains in customer experience metrics.

  • A customer holds a box in her hands in an aisle of toys at a big box retailer.
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    Scott Olson via Getty Images
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    Customer satisfaction levels out as experts await tariff impacts

    Customer satisfaction, which measures attitudes tied to recent purchases, dipped in the first quarter, but could be further disrupted by tariffs.

  • Man holding a blue crate exiting Walmart delivery van from back doors.
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    Retrieved from Walmart.
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    Walmart stakes its claim on convenience as tariffs loom

    The retailer is turning to speedy delivery and good in-store experiences to bolster its value proposition ahead of price increases.

  • A person holds a smartphone depicting a person holding a skincare product.
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    Ezra Acayan via Getty Images
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    TikTok Live remains top live shopping platform

    Though roughly 60% of U.S. adults say they watch live shopping in general, only half of them are making purchases, a recent survey shows.

  • The Airbnb logo is displayed on a computer monitor and cell phone.
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    Mario Tama / Staff via Getty Images
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    Airbnb overhauls app with an emphasis on travel experiences

    Customers can now book services and excursions, ranging from photo shoots to gallery tours, in a redesigned app.

  • Grocery store aisle with two people shopping
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    Peyton Bigora/CX Dive
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    How to maintain customer relationships as economic anxiety persists

    Consumers, concerned about rising prices, are holding off on large purchases while they try to determine how the economy will fare, putting brand loyalty at risk.

  • Two blue bags with groceries on a doorstep.
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    Courtesy of Walmart corporate blog
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    Loyalty programs drive grocery e-commerce sales

    Walmart+ members drove around two-thirds of online food sales for the company in April, according to research by Brick Meets Click and Mercatus.

  • IKEA logo is displayed outside a store.
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    Naomi Baker via Getty Images
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    Ikea adds more ways for loyalty members to earn, redeem points

    The furniture retailer wants to enhance the value customers receive from every interaction, according to Nicole King, customer engagement & loyalty manager at Ikea U.S.

  • Spirit  Airlines
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    Mario Tama via Getty Images
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    Spirit hunts for premium customers post bankruptcy

    The budget carrier, which emerged from Chapter 11 bankruptcy in March, is the latest airline to explore the potential of elevated experiences.

  • Eggs are seen in cartons in a grocery store
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    Scott Olson via Getty Images
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    Natural Grocers cracks down on egg prices with loyalty discount

    The specialty grocer is encouraging people to sign up for its rewards program through a limited-time deal that offers up to 42% off a new line of eggs.

  • FTC regulation
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    Gorodenkoff via Getty Images
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    FTC delays enforcement of ‘click-to-cancel’ rule

    The commission voted 3-0 to delay enforcement until mid-July to ensure companies had ample time to comply.

  • An phone screen with the Expedia icon.
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    Wachiwit via Getty Images
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    Expedia sees AI as the biggest change in experience since mobile

    The travel booking company launched a partnership with Instagram that lets users build and book itineraries on the social media platform.

  • An image of a giant logo that says Applbee's.
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    Bruce Bennett via Getty Images
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    Applebee’s perks up its loyalty program with an emphasis on exclusivity

    Parent company Dine Brands wants to use memorable loyalty opportunities and speedy service to help Applebee's and IHOP grow.

  • The Federal Trade Commission emblem on the Constitution Center in Washington, D.C.
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    Laurel Deppen/CX Dive
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    How the FTC’s junk fees rule sets a standard for hotel pricing nationwide

    The latest standard to encourage transparent pricing goes into effect Monday. It could set a baseline for more regulation to follow.

  • Customers check in for Southwest flights with their bags.
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    Michael Ciaglo via Getty Images
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    People skills drive experience wins for Southwest, JetBlue, research finds

    JetBlue and Delta have invested tens of millions of dollars training staff to be friendly and interactive, while Southwest hires for attitude.

  • Examples of Pinterest's new search by picture element tool.
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    Courtesy of Pinterest
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    Pinterest pins its future to visual search experiences

    Investments in visual exploration are helping the company deliver more relevant ads while improving the browsing experience, CEO Bill Ready said.

  • Co-founder and CEO Klarna Sebastian Siemiatkowski and Jonathan Shieber during TechCrunch Disrupt London 2015 - Day 1 at Copper Box Arena on December 7, 2015 in London, England.
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    John Phillips via Getty Images
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    Klarna changes its AI tune and again recruits humans for customer service

    Over a year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to help with customer service work.

  • close up ChatGPT official app icon on screen.
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    Robert Way via Getty Images
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    ChatGPT is getting more shopper friendly

    OpenAI wants to make it easier for shoppers to find, compare and buy products as more customers turn to generative AI for purchases.

  • The Sonos app on a smartphone screen.
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    "Sonos" by Focal Foto is licensed under CC BY-ND 2.0
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    Sonos puts faith in software updates to restore trust

    “My view here is simple: Our software must be responsive, reliable and intuitive. No exceptions,” interim CEO Tom Conrad said during an earnings call.

  • A Lyft logo is displayed on a vehicle driving through Times Square.
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    Drew Angerer via Getty Images
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    Why Lyft’s CEO regularly spends time as a driver

    Lyft CEO David Risher often picks up riders and speaks with drivers to see where the experience may be falling short.

  • A Target employee completes an in-store checkout purchase and hands a customer a receipt.
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    Permission granted by Target
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    One year later, Target calls express self-checkout a success

    The retailer’s self-checkout limits led to shorter transaction times, higher NPS and more customers choosing staffed registers.