The Latest

  • Three people talk on a panel.
    Image attribution tooltip
    Tasos Katopodis/Getty Images for Semafor World Economy via Getty Images
    Image attribution tooltip

    Why Warby Parker’s CEO zeroes in on NPS

    “It's probably the best measure of customer satisfaction, and if that starts to drop for any reason, we’re going really deep into that,” Neil Blumenthal said.

  • Tapestry CEO Semafor in white suit sitting on a blue stage
    Image attribution tooltip
    Courtesy of Getty Images for Semafor World Economy
    Image attribution tooltip

    For luxury retailers, value is a vibe

    Chief executives at Ralph Lauren and Tapestry are utilizing experiences and storytelling to provide value beyond pricing to shoppers.

  • Corporate business team on meeting in the office.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    CX leaders agree on the importance of cross-functional work, but few have achieved it

    Technological and organizational impediments both stand in the way of integrating customer-facing functions across departments, a KMPG survey found.

  • A sign on a Chipotle restaurant.
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    A look at how Chipotle’s loyalty relaunch could affect customer behavior

    Value is a major component of the loyalty revamp, and the approach could drive in-restaurant traffic and help the company win over less frequent customers.

  • Images showing features on The Fresh Market's first native app.
    Image attribution tooltip
    Courtesy of The Fresh Market
    Image attribution tooltip
    Q&A

    Why The Fresh Market revamped its loyalty program after just 4 years

    The grocer’s refreshed rewards program and first native app are part of an effort to extend its in-store guest hospitality to its digital touch points, its chief marketing officer said.

  • An executive speaks from her chair on stage.
    Image attribution tooltip
    Tasos Katopodis/Getty Images for Semafor World Economy via Getty Images
    Image attribution tooltip

    JetBlue CEO: ‘Humanity has become the new luxury’

    “We’ve long said that competitors could match the leather seats, the TVs, the Wi-Fi,” CEO Joanna Geraghty said. “And indeed they have. But what they haven’t matched is our people.”

  • A person calls customer service on their cell phone
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Authenticity builds trust. How can brands maintain it?

    Customers are looking for brands that offer honest and truthful communication, keep their promises, and feel genuine and relatable, an Emplifi survey found.

  • airlines debit cards travel loyalty banks consumers travelers
    Image attribution tooltip
    Anna Moneymaker via Getty Images
    Image attribution tooltip

    Southwest to strengthen loyalty program, digital experience with fresh leadership

    Nandika Suri is charged with expanding loyalty membership and deepening engagement, while Sabrina Callahan will pursue a seamless, customer-centric digital experience.

  • A Dairy Queen location
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip

    Dairy Queen expands drive-thru voice AI test

    Franchisees will now have access to Presto’s technology after a pilot yielded positive results at company-owned stores.

  • A line of people outside Pacsun's SoHo flagship store.
    Image attribution tooltip
    Courtesy of Pacsun
    Image attribution tooltip

    How Pacsun co-creates with its customers

    CEO Brieane Olson champions co-creation, a philosophy that included Pacsun's customers in the process of reinventing the brand.

  • A Starbucks store stands in Manhattan on January 30, 2024 in New York City.
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    Starbucks lets customers discover drinks, start orders in ChatGPT

    The app, in beta, takes the prompt-driven inspiration of ChatGPT and pushes customers into the Starbucks ecosystem to complete their orders.

  • An image shows a family in a hotel room.
    Image attribution tooltip
    Courtesy of Marriott Bonvoy
    Image attribution tooltip

    Marriott Bonvoy, Visa team up on FIFA World Cup loyalty campaign

    As sports tourism surges, the pair will offer exclusive access to matches and other experiential rewards to Marriott loyalty members who also have Visa cards.

  • stock numbers below a NYSE sign
    Image attribution tooltip
    Michael M. Santiago via Getty Images
    Image attribution tooltip

    Companies with best-in-class CX outperform the S&P 500

    Their lead over the stock market index is growing, Watermark Consulting found in its annual ROI study.

  • Exterior of a store.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Dollar General’s media network rolls out AI store audio program

    The discount retailer is bringing the in-store media offering to about 6,000 locations through a new partnership with QSIC.

  • the top corner of a Rent the Runway store is seen from outside on a sunny day.
    Image attribution tooltip
    Michael M. Santiago via Getty Images
    Image attribution tooltip

    Rent the Runway plans discovery experience revamp to increase conversions

    The clothing rental company plans to present entire curated outfits on product display pages and introduce conversation search, CEO Jennifer Hyman said.

  • A person walks down an aisle with a shopping cart.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Consumer sentiment crashed this month. What does it mean for CX leaders?

    The broader economic atmosphere weighs heavily on consumers, who grow less tolerant of friction — and less patient with companies — as they become more stressed.

  • Workers on their computers at a contact center
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Many agents plan to leave their current job, but fear of AI isn’t a big factor

    Most representatives are on the lookout for positions offering hours that fit their needs and expect AI to make their jobs more complex or technical, Verint found.

  • A promotional image for Chipotles "rewards on repeat" loyalty launch.
    Image attribution tooltip
    Courtesy of Chipotle
    Image attribution tooltip

    Chipotle overhauls rewards system

    More free items, greater redemption flexibility and an in-store campaign to boost enrollment could help the fast casual giant grow its rewards base.

  • Arriving airport passengers wait to board Lyft vehicles.
    Image attribution tooltip
    Mario Tama / Staff via Getty Images
    Image attribution tooltip

    How Lyft enlists customers, drivers to help tackle their pain points

    The rideshare company brings together a diverse team as part of a hackathon to address customer pain points and ideate on new possibilities outside of existing roadmaps.

  • A person receives a message that they've earned loyalty points on their phone.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Where points succeed, and fail, in the loyalty program equation

    Points can provide reasons for customers to engage with a business while offering the company levers it can pull to adjust consumer behavior.

  • A woman checks her phone inside her home.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    The future of loyalty is personalized, not universal, perks

    AI will enable loyalty personalization on a massive scale by helping brands dig through behavioral data and other relevant information for targeted offers, Gartner predicts.

  • Claire's launches its first subscription box service.
    Image attribution tooltip
    Courtesy of Claire's
    Image attribution tooltip

    Visa pushes subscription management tool

    The card network is pitching a tool it says will make it easier to manage and cancel subscriptions in a single digital hub.

  • A man sits in an airport with United Airlines aircraft seen in the window behind him.
    Image attribution tooltip
    Skyhobo via Getty Images
    Image attribution tooltip

    As airlines capitalize on premium customers, they plan for more tiers

    After United Airlines said it would introduce a basic fare in its premium cabin, Delta Air Lines shared its premium segmentation ambitions on an earnings call.

  • Travers check in for their flight at a kiosk in front of a Sky Priority sign.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Delta CEO: Premium customers ‘immune’ to disruption

    Despite economic volatility, wealthier customers continue to travel and seek elevated experiences.

  • A man holds a starbucks drink next to a phone with a Bank of America card onscreen.
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    Why points-based loyalty programs aren’t cutting it anymore

    Segment leaders like Starbucks are instead using AI-targeted messaging, aspirational experiences and gamification to nudge consumers from one-time visitors to lifetime fans, Paytronix says.