The Latest
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Bank of America pins organic growth to CX improvements
CEO Brian Moynihan said the company's continued focus on client experience drove growth in new checking accounts in the third quarter.
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Courtesy of JCPenney
JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart
The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway.
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Scott Olson via Getty Images
United credits tech and staff investments for rising NPS scores
Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.
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SDI Productions via Getty Images
Experiences bring shoppers in-store. How can retailers stand out?
A majority of consumers visit stores for the experience, according to a Ryder survey. The kind of experience they want can differ, from picking up orders to seeking associate advice.
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Courtesy of Save A Lot
Save A Lot launches first-ever loyalty program
Shoppers can redeem points for free products and access deals through the mobile app while individual stores can customize the app with local offers.
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Gorodenkoff via Getty Images
FTC unveils final ‘click-to-cancel’ rule for consumers
The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.
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Permission granted by Rare Beauty
Deep Dive‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging
Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.
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Pekic via Getty Images
Bad experiences put $3.8 trillion at risk
While consumers are reporting fewer bad experiences, they are becoming less forgiving and will take their money elsewhere, according to Qualtrics XM Institute.
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Courtesy of Google
Google revamps shopping feature with AI-powered product curation
Upcoming features include AI-generated briefs, dynamic filters to narrow searches based on specific attributes and personalized feeds.
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Jessica McGowan / Stringer via Getty Images
How retailers can foster loyalty for Black Friday and beyond
Half of U.S. consumers say they will remain loyal to the brands they buy from on Black Friday, a SAP Emarsys survey found.
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Zendesk, Zoom unveil AI voice tech for contact center operations
The two providers separately unveiled automated upgrades to their solutions as vendors continue to shift toward AI-based customer support.
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Courtesy of Amazon
Amazon bundles online shopping of groceries and non-food items
The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.
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Courtesy of AWS
How Brightcove leveraged generative AI to transform customer support
Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.
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Courtesy of Amazon
Amazon rolls out AI Shopping Guides for curated product discovery
The guides use product searches to deliver pages filled with relevant product details and suggestions.
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Retrieved from Kroger.
Kroger gives its membership program a streaming boost
The grocery company now lets Kroger Plus members choose between a Disney+, Hulu or ESPN+ subscription.
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fizkes via Getty Images
Voice technology can drive customer service efficiency, but barriers remain
The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.
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Jessica McGowan / Stringer via Getty Images
Delta touts CX wins despite revenue hit from CrowdStrike outage
The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.
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Scott Olson via Getty Images
Study: Chick-fil-A leads in drive-thru satisfaction, Taco Bell in speed
Intouch Insight’s drive-thru study found across-the-board improvements in chains’ speed. The firm added Raising Cane’s to its ranking for the first time.
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BlackSalmon via Getty Images
Reviews — and businesses’ responses — build customer trust, study finds
The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.
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Sam Silverstein/CX Dive
Sam’s Club to open location without checkout stations
Shoppers at the digitally focused store, due to open next week in Grapevine, Texas, will need to use the retailer’s Scan & Go app to make purchases.
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Courtesy of Walmart
Walmart advances AI ambitions with LLM trained on its own data
The retailer’s AI investments include LLMs tailored to its own needs and personalized homepages planned for launch by the end of 2025.
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PaulGulea via Getty Images
National beats car rental rivals in customer satisfaction
“National’s high ranking is largely due to its strong level of trust among customers,” J.D. Power’s Azari Jones said.
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Brendan Hoffman / Stringer via Getty Images
Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.
Retailers can cater to holiday shoppers’ needs by offering great experiences for order pickup and in-store browsing alike.
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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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LumiNola via Getty Images
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.
