The Latest
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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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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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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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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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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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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.
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AutoZone credits its customer-first mindset for sales growth
Following nearly 6% sales growth in fiscal 2024, the auto parts retailer is doubling down on its commitment to employee and customer experiences in fiscal 2025.
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What to know about privacy laws when collecting personal data on shoppers
Retailers have moved away from collecting identifiable information from consumers, but need to be aware of requirements for the personal data they do collect, an Albertsons privacy official said at IAB's summit last week.
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How Jackson Family Wines brought wine country online
Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options.
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JetBlue introduces lounges in pursuit of premium customers
As JetBlue looks to become the best East Coast leisure network, the airline is opening airport lounges in New York and Boston beginning next year.
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Google joins the AI-powered customer service assistant gold rush
The company’s contact center solution emphasizes virtual assistants and could stand out due to Google’s AI expertise, according to Info-Tech Research’s Julie Geller.
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Deep Dive
How couponing communities are still thriving
Though it's been over a decade since TLC aired Extreme Couponing, shoppers are still deal-hunting — the methods have just changed.
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United’s chief customer officer to retire
Linda Jojo plans to retire in January. David Kinzelman will assume the role on Oct. 1.
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How Kroger is using standardized metrics to boost its retail media network
During a conference panel, the grocer shared how IAB’s guidelines have improved accountability as the chain looks to release its own updated measurement model.
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Deep Dive
Why consumers, not restaurants, are dictating value
Guests with tighter budgets are seeking out more affordable options, and restaurants — desperate for their dollars — are responding with a battle for the best value offer.
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Why customer success is central to growth
More than ever, delivering on customer success hinges on understanding the goals and challenges of customers.
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FedEx confident shippers will accept pricier holiday fees
Customers understand the shorter period between Black Friday and Christmas will pressure the carrier's network, Chief Customer Officer Brie Carere said.
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7 ways reviews can help — or hinder — customer experience
Reviews help businesses build trust with customers and grow their confidence in purchases, but a poor user experience or fake reviews only lead to frustration.
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Darden Restaurants turns to dining speed to improve sales
The company will boost throughput and adjust scheduling to improve in-store dining experiences as it adds more order volume from its delivery partnership with Uber.
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White Castle pivots to gamified, tiered rewards
The slider chain is looking to encourage specific consumer behaviors, like late-night visits or trialing new menu items, with “quests” across three loyalty levels.
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T-Mobile, OpenAI to equip customer care agents with AI platform
The IntentCX platform will dig through existing information, as well as real-time customer intent data, to power better customer service outcomes.