The Latest

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  CX leaders are moving up the C-suite hierarchy

  Customer-obsessed businesses are elevating CX in the org chart to give it the visibility, resources and C-suite attention it needs, one Forrester analyst said.

  Strategy

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  Q&A

  Why Domino’s is awarding half a million dollars in snow plowing grants

  Chief Brand Officer Kate Trumbull explained how the chain’s latest effort shows off an "experienced by few, seen by many" ethos.

  Strategy

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  Ulta Beauty workers maintain CX despite rising security precautions

  Increased staffing will enable stronger theft prevention without slowing customer checkouts during the holiday rush.

  Strategy

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  Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

  Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

  Technology

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  World of Hyatt ‘reimagines’ loyalty program benefits

  In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.

  Strategy

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  Kroger improves pickup experience, personalized offerings in CX push

  Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.

  Strategy

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  Staples’ deliveries, customer service hit by cyberattack

  The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.

  Technology

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  More customer success leaders are reporting to the CEO, report finds

  Customer success teams are moving up in importance in organizations, but economic headwinds mean resources are tight.

  Customer Success

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  Nordstrom hinges CX strategy on personalization and convenience

  Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

  Strategy

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  Salesforce boasts it is the ‘No. 1 AI CRM’

  With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

  AI & Automation

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  The ABCs of AI tools

  Here’s an easy guide to the major players in the generative AI market.

  AI & Automation

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  Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds

  Leaders are under pressure to deliver standout content, and AI will enable them to do so despite monetary constraints.

  AI & Automation

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  Amazon connects generative AI to the contact center

  By using Q, the AWS generative AI enterprise chatbot, call agents can address customer needs without help from supervisors, the company said.

  AI & Automation

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  Holiday CX quality dips when the last mile is forgotten

  Looming parties and gift-giving occasions make holiday deliveries sensitive, but open communications can ease consumers’ concerns.

  Strategy

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  SpartanNash names chief customer officer

  Amy McClellan will take over for David Sisk, who is departing the company at the end of the year.

  Strategy

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  Best Buy ties experienced, well-equipped associates to higher NPS

  Declining sales have led to new operating models, but the retailer is trying to ensure cost reductions don’t come at the expense of the customer experience.

  Strategy

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  Southwest names chief customer officer as part of a C-suite revamp

  The cadre of new senior leaders will help the airlines target end-to-end customer experience improvements and smooth operations.

  Strategy

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  Airline CX fared ‘exceptionally well’ during Thanksgiving rush

  Despite fears of repeating the high-profile mishaps of last year, planes largely left on time and cancellations were kept to a minimum.

  Customer Service

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  Deep Dive

  Generative AI’s momentum casts uncertainty over the future of the IT service desk

  Experts wonder what role these tier one technologists will play in IT departments moving forward, even if analysts believe fears of imminent job loss are overblown.

  Customer Service

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  CX leaders, adapting to new customer demands, rethink trust

  Trust plays a pivotal role in shaping CX and brand needs must pay attention to the changing dynamics in customer relationships. But what happens if trust is broken?

  Strategy

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  Nearly 2 in 5 dealers allow car shoppers to complete deals 100% online

  But new car shoppers often need to repeat steps in-store after they do them online, which can undermine customer trust and increase how long it takes to complete a deal, Cox Automotive says.

  Strategy

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  The more customers trust a brand, the more it’s worth

  As trust becomes the linchpin of positive customer experience, it's crucial brands prioritize it and work to close the gap between what the brand promises and what it delivers.

  Strategy

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  IT customer service transitions make or break CX

  If an agent isn’t caught up on the end user’s case when they arrive in the queue, the person having an issue repeats everything from the self-service channel resulting in a poor customer experience. 

  Customer Service

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  Zoom pushes contact center solutions as next growth vector

  Products to empower live agents and offer self-service customer assistance are Zoom’s focus as it pursues fresh avenues for growth.

  Strategy

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  5 experts on how airlines can maintain good CX during the Thanksgiving rush

  Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

  Updated Nov. 27, 2023

  Strategy

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