The Latest
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Courtesy of Rob Tannenbaum/CommerceNext
Ulta, Tapestry executives on modernizing omnichannel experiences
While AI offers new ways to drive traffic, stores still need to focus on customer experiences and brand loyalty, executives said at the CommerceNext Growth Show.
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How United responds when customer service gets complicated
“The future of service is less about us just being the answer department and more about us being the reasonable department,” United’s Bryan Stoller said at CCW Las Vegas.
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Bryan Wassel/CX Dive
3 ways to cut through the hype when evaluating contact center AI
Leaders from Walmart and Fanatics discussed AI’s role as one tool among many, tips for transparency, and when to look beyond customer-facing chatbots at CCW Las Vegas.
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Brands that amplify customer experience are 2.5x more likely to grow market share
Customers’ direct and indirect experiences build 71% of brand equity, according to a JKR and Kantar report.
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Full-service restaurants are winning the customer satisfaction battle
Full-service and casual chains were clustered at the upper end of ACSI’s score range, with Texas Roadhouse and LongHorn Steakhouse tied for the top spot.
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OpinionThe contact center knows your customer best. Are you using it that way?
The contact center is a powerful real-time listening system and one of an organization’s most important drivers of innovation and adaptation. Yet only a fraction of brands leverage its strategic value.
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3 numbers on the cost of AI failures
Consumers are frustrated by AI chatbots and search that fails to solve their questions. Those failures come with a cost.
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Courtesy of KeyBank
KeyBank modernizes its digital experience with customer relationships front and center
The regional bank is positioning a forthcoming personalized insights feature at the heart of its mobile app and deploying a mobile app-only strategy to better serve its younger customers.
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What Navy Federal Credit Union found in its synthetic data pilot
Working with Qualtrics, the credit union found clear cases where synthetic data can deliver. But when it comes to emotions, human research wins out.
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Customers are losing patience with automated customer support bots
A majority of consumers will repeat themselves only once before abandoning an automated customer service attempt, a Parloa survey found.
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Jersey Mike’s is the new king of quick-service restaurant satisfaction
Consumer satisfaction with key fast food performance indicators remained static from 2025 to 2026, but the industry is still facing major headwinds.
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Sweetgreen’s turnaround hinges on hospitality. Can it balance the human and digital sides?
The company wants to offer customers a great experience, whether they want to quickly order from a machine or prefer ordering with an employee at the counter — a balancing that is vital to its long-term business success.
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Kroger wants to shrink the CX gap between its top stores and others
“We need to be more competitive, more consistent and easier for customers to understand,” CEO Greg Foran said.
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Courtesy of Pinterest
Pinterest’s new AI-powered app experiments with conversational, visual-first shopping
CEO Bill Ready has called the company “an AI-enabled shopping assistant." The Ask Pinterest app provides a fresh avenue to that end.
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What CX teams need to know about synthetic data
Brands need to understand synthetic data, its use cases and limitations before launching headfirst into synthetic data analysis, experts said.
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Tenured customer service reps command a salary premium — with exceptions
Product expertise and institutional knowledge are valuable, but changing technology is driving demand for new skill sets, a Payscale study found.
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Courtesy of Lidl
Lidl US prepares to roll out new loyalty program
The Lidl Plus rewards program will allow shoppers to earn points redeemable for free products, access personalized coupons and trigger “member exclusive” pricing at checkout.
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Retrieved from QFC.
Meet the automated cart builder used by Kroger and Wegmans
Cooklist aims to “combine the intelligence of a personal shopper, personal chef and nutritionist to help anticipate your needs,” CEO Daniel Vitiello said.
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Trust is lost when automated service fails. It’s worse without people in the loop.
More than one-third of U.S. consumers say they lose trust in a brand after an automated interaction fails, even if a human resolves it later, a Liveops survey found.
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Courtesy of Starbucks
Why 3 major brands see a consistent experience as key to their turnarounds
Metrics at Starbucks, Target and Kohl’s are on the rise, and all three brands are aiming at maintaining or improving consistency to keep customers coming back.
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Courtesy of Mews
Q&AWhen AI can deepen human connection at hotels
Mews founder Richard Valtr believes the human aspect of hospitality can be preserved — and even strengthened — through the strategic use and implementation of AI.
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Courtesy of USAA
What brands provide the best overall experience?
Among U.S. brands, just over half increased their total experience scores, while 4% saw declines, according to Forrester. USAA led the way.
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Back to CX Basics: How to truly capture the Voice of the Customer
A great VoC program looks beyond the happiest and angriest customers to dig into what a business’ audience truly wants, experts say.
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David Ryder via Getty Images
Consumers are worried about a recession. How should brands respond?
Consumers are becoming choosier about how they spend their money, creating greater competition among businesses.
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Permission granted by Stitch Fix
Stitch Fix’s efforts to cultivate active clients pay off
In the third quarter, the company posted higher retention rates and its first active client growth since 2021.
