The Latest

  • Close-up of someone using a smart cart for grocery shopping.
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    Courtesy of Instacart
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    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.

  • Two people look over a wedding venue
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    LumiNola via Getty Images
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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.

  • Mall setting with shoppers walking
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    Emily Elconin via Getty Images
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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.

  • Five people sitting at a table with coffee and computers. Two of the people in focus, the other three have their backs toward the camera.
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    Piranka via Getty Images
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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.

  • People walk by a Sephora storefront.
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    Scott Olson via Getty Images
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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.

  • Exterior of Whole Foods small-format Daily Shop on a NYC street
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    Peyton Bigora/CX Dive
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    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
  • The Google logo is displayed on a building.
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    Justin Sullivan via Getty Images
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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.

  • A person using their mobile phone to record a video of themselves.
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    Tirachard via Getty Images
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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.

  • A store associate helps a customer in a hardware store
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    andresr via Getty Images
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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
  • A close up of a person holding a phone featuring rewards points and the ability to redeem them.
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    Debalina Ghosh via Getty Images
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    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.

  • A man browses on his tablet at home
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    Inside Creative House via Getty Images
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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.

  • Cash App logo lit in neon
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    Anna Webber via Getty Images
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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.

  • The Sonos app on a smartphone screen.
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    "Sonos" by Focal Foto is licensed under CC BY-ND 2.0
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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.

  • Exterior of supermarket
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    bgwalker/iStock Unreleased via Getty Images
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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.

  • A person types on a phone, interacting with a chatbot
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    Creative via Getty Images
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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.

  • A person walks on a stage and gives a speech.
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    Permission granted by Forrester
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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.

  • Professionals have a meeting in front of a computer.
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    PixelsEffect via Getty Images
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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.

  • A shopper with a shopping cart full of merchandise stands in front of a Sam's Club sign outside the store
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    Scott Olson via Getty Images
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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.

  • Row of coke bottles
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    Scott Olson via Getty Images
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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. 

  • Volkswagen app on smartphone
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    Courtesy of Volkswagen
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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?”

  • Close-up of hands holding a smart phone.
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    Photo illustration: Grocery Outlet Crop; Getty Images

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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.

  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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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.

  • A over the shoulder shot of woman using smartphone with Two-Factor Authentication security while logging to laptop.
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    gahsoon via Getty Images
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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.

  • Two white robes and two pairs of white slippers.
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    Courtesy of Kempinski
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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.

  • A frustrated man talks on the phone with customer service while looking at his laptop.
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    fizkes via Getty Images
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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.