The Latest
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Courtesy of Instacart
Instacart adds games, personalized coupons to its smart carts
The new capabilities aim to deliver benefits for brands and retailers while also driving repeated customer use of the technology.
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David’s Bridal wants to be your wedding copilot
The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.
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Front-line managers are struggling to find quality workers for holiday season, Axonify says
Managers are feeling increased burnout going into the holidays, and more than a third have considered quitting during the last two months.
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Are customer success teams starting to stabilize?
Budget and staff cuts rocked SaaS companies for the past two years, but the worst appears to be over for customer success teams, according to a report by ChurnZero and others.
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What’s the winning formula for a loyalty program?
Sephora, PetSmart and Famous Footwear operate loyalty programs that lean into data to meet customers’ interests and preferences.
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Peyton Bigora/CX Dive
Why Whole Foods’ Daily Shops won’t feature Just Walk Out tech
Display movement is “very restricted” when the tech is in use, a Whole Foods executive said during a store tour of the new format.
Updated Oct. 7, 2024 -
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Will Google’s updated AI features up the ante for search experiences?
New features enhancing Lens’ ability to search photos and offering a better layout for recipe results could elevate customer expectations for overall search UX.
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How influencers sway consumer purchasing decisions
More consumers are placing their trust in influencers, especially in online communities with niche interests, a Mavely survey found.
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Why in-store customer satisfaction drops during peak periods
Careful management of break times, shift rotations and daily store maintenance can help keep customer satisfaction high throughout the day.
Updated Oct. 4, 2024 -
Debalina Ghosh via Getty Images
C-store discounts resonate with loyalty members, fall flat with non-members, report shows
The American Customer Satisfaction Index shows a significant gap between the two consumer groups’ view of sales and promotion frequency.
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Half of global consumers will share personal data for better experiences, study finds
Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.
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Peer-to-peer payments tools lack transparency, consumer group says
Popular peer-to-peer payment services like Zelle should be more upfront with consumers about the ability to ask for money back, Consumer Reports says.
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Sonos has a plan to regain customer trust after app fiasco
Unless it can improve the app experience and win back trust, the executive leadership team will not earn annual bonuses for the current fiscal year.
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Giant Eagle slashing delivery wait times
The regional grocer is expanding its partnership with omnichannel platform Flybuy to reduce wait times for drivers.
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Banks are excited about AI. Their customers aren’t so sure.
To address that, lenders need to be more transparent about AI use and educate customers on the benefits and safeguards involved, analysts said.
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Permission granted by Forrester
Top customer experience conferences in 2025
Customer service automation, loyalty programs and customer data management are just some of the areas these upcoming events will touch upon.
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NPS creator details new global standards for customer experience
Bain & Company, alongside Kantar and Qualtrics, refined the global standards, which were first unveiled in July, to develop industrywide buy-in.
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Scott Olson via Getty Images
Sam’s Club, Costco link higher staff salaries to CX improvements
The warehouse club retailers are boosting wages to encourage associates to stay on longer, which contributes to better customer service.
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Scott Olson via Getty Images
Brand BFFs: How building strong bonds with customers pays off
Genuine relationships matter. Research shows emotionally connected customers are twice as valuable as highly satisfied customers.
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Courtesy of Volkswagen
Volkswagen integrates Google’s generative AI to enhance app experience
Through a Google collaboration, car owners will be able to search their owners’ manuals by posing questions like “How do I change a tire?”
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Photo illustration: Grocery Outlet Crop; Getty Images
A closer look at Grocery Outlet’s unique shopping app
Unlike other retailers’ omnichannel apps, the discount grocer’s one focuses on personalized savings and in-person shopping.
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Southwest lays out fresh offerings to meet customer and investor demands
The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.
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Customers are done with passwords. Do businesses have a solution?
Research shows customers are frustrated with the login experience, and the friction can cost businesses customers.
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Courtesy of Kempinski
From lotions to linens: How hotel marketplaces can boost guest loyalty
Advanced data analytics makes it easier for hotels to sell in-room products and win repeat customers.
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Customers don’t want to call back — they want first-contact resolution
Long wait times and repetitive customer service calls rank among consumers’ top pet peeves, a Ujet and ContactBabel survey found.
