The Latest

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  Why RCS is gaining traction among business and consumers alike

  Rich communication services "is an app-like experience in the messaging channel,” said Brenda Fackler, VP of client services at Sinch. “It is a total game changer.”

  Technology

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  Sponsored by Zoom

  4 steps for leading CX AI adoption and upskilling

  Four actionable steps for leading AI adoption and upskilling in your business.

  AI & Automation

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  Shein pushes consumers toward overconsumption, report says

  An EU consumer group said the fast fashion giant uses “dark patterns” to trigger unwilling spending.

  Strategy

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  Starbucks cafes are getting more managers

  The cafe chain is launching a full-time assistant manager program, which will be systemwide in 2026, to fill a critical gap in store-level leadership.

  Strategy

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  Dave & Buster’s dials back some of its ‘confusing’ experience changes

  The restaurant company is reversing course on proposed changes, like flexible game pricing, with an eye toward simplification, according to CEO Kevin Sheehan.

  Strategy

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  Wayfair owes customer service employees wages, suit alleges

  A proposed class action lawsuit alleges that the company failed to compensate its customer service employees for all the time they worked.

  Customer Service

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  Chewy’s customer spend rises as subscriptions drives sales

  The pet retailer's loyalty programs and exceptional experience are differentiating the company while growing sales, executives said.

  Loyalty

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  Starbucks deploys virtual assistant to improve workflows

  Green Dot Assist will help staff look up various ingredients for drinks, troubleshoot equipment and help managers staff last-minute callouts.

  AI & Automation

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  Stitch Fix personalization investments show signs of paying off

  Deeper customer-stylist relationships and improved flexibility fueled a strong quarter, but the retailer still reported year-over-year declines in active clients.

  Customer Service

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  How ButcherBox infused its unique identity into its loyalty program

  Any company can offer 2% cash back. ButcherBox’s Sizzle Society stands out with the three tiers and an emphasis on experiential benefits.

  Loyalty

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  Walmart debuts Sparky, its generative AI assistant for customers

  Joining Wally, an AI assistant for merchants, Sparky will summarize reviews for customers and help shoppers plan purchases.

  AI & Automation

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  As American Airlines puts renewed focus on CX, its advisory board takes center stage

  The carrier’s appointment of three new members is part of a broader CX effort led by CCO Heather Garboden.

  Strategy

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  Businesses look to streamline tech stacks to better understand customers

  Integrating customer relationship management software, surveys and other tools and technologies remains a challenge, a Twilio survey found.

  Technology

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  EY merges design, creative, CX and AI services into EY Studio+

  The practice will leverage EY’s capabilities and experience to help clients meet the changing needs of consumers and “shape markets at scale.”

  Strategy

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  Generative AI enters ‘recommendation era’ as search falls to the wayside

  “It used to be you could search for a brand or a product, or you could search for a price," Accenture's Jill Standish said. "But could you ask for advice?”

  AI & Automation

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  Want to encourage generative AI use? Reassure customers that humans are available

  About one-third of those who prefer phones for customer service are open to generative AI, according to Gartner. Making live agents readily available from self-service can win them over.

  Customer Service

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  Grocers need to do a better job of explaining prices, shoppers say

  Respondents to a poll by The Feedback Group offered a middling assessment about their primary grocery store’s approach to explaining how tariffs might impact food costs.

  Strategy

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  Petco improves service offerings, plans membership program relaunch

  In pursuit of profitability, the pet retailer is matching its assortment to demand and investing in omnichannel services.

  Strategy

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  Advice emerges as a key aspect of bank customers’ experience

  Banks have an opportunity to build lasting relationships with customers who are looking to their financial institutions for guidance.

  Strategy

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  BofA’s head of branches: ‘Proximity is still important to people’

  Customers may or may not visit a branch, but the bank’s presence affirms its commitment to a community, and “there’s a brand value” in that, the executive said.

  Strategy

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  Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter

  More employee hours, streamlined inventory and improved storytelling all contributed to better a shopping experience — and the bottom line, executives said.

  Strategy

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  Call center agents aren’t promoting self-service

  Customers are about twice as likely to use self-service after an agent suggests it, but most say it didn’t come up on a recent call, a Gartner survey found.

  Customer Service

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  Data security is a CX issue, too

  A string of cyberattacks have targeted retailers like Adidas and North Face. Incidents like these can weaken customer trust and lead to lost business, experts say.

  Data & Analytics

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  Personalization pays — except when it doesn’t

  Customers are more likely to purchase more after personalized interactions. But Gartner found they’re also more likely to feel overwhelmed and regretful.

  Personalization

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  Dollar General customer satisfaction rises as it balances ‘value and convenience’

  The off-price retailer’s store standards are improving, and it is offering faster delivery for digital orders — efforts it says will help it weather economic turmoil.

  Strategy

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  CFPB seeks to end open banking case

  The agency had put the rule in place last October to give consumers more control over sharing their financial data, such as bank account information, with other financial service providers.

  Strategy

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