The Latest

  • Two customers with long dark hair standing in the beauty section of a Walmart store
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    Courtesy of Walmart
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    How major retailers are investing in their associates to better serve customers

    Lowe's is reporting success putting AI companions in the hands of employees, while Walmart and Home Depot are betting specialized positions will better meet customers needs.

  • Illustration of online shopping: laptop with e-commerce interface and payment terminal.
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    AudioEye

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    Sponsored by AudioEye

    Why SaaS companies are facing growing accessibility legal risk

    Inaccessible websites are a legal and revenue risk. Here's what most teams get wrong.

  • A person uses an AI chatbot on a smartphone while sitting in front of a computer
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    Getty Images
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    Why three-quarters of enterprises have rolled back AI agents

    Organizations with mature governance frameworks are even more likely to roll back customer-facing AI agents, a Sinch survey found.

  • A hand holds up a mobile phone showing a loyalty app on the screen while a gas pump is next to the person and a convenience store is in the background. The gas pump and c-store both say Kwik Trip, while the app says "Challenge complete. You've earned 28 visits." then there is a graphic showing progress toward a goal of spending $41 at the "Kwikery" for which the person can earn 6, 14 or 24 viisits
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    Courtesy of Eagle Eye
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    Kwik Trip doubles down on gamification

    The Midwestern retailer is partnering with Eagle Eye to add AI-powered individualized “challenges,” which are more targeted than typical discounts.

  • A woman presents her business plan in front of colleagues
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    Getty Images
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    What CX leaders need to know about customer journey mapping

    The most common failure isn't creating the map. It's what happens after.

  • Digital approval and task management with futuristic interface. Businessman using stylus on tablet to complete checklist, analyze data on smart dashboard. Concept of workflow automation, e-signature.
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    Getty Images
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    Nearly all hoteliers use AI, but some experiences should be human-led: Mews

    As more hoteliers embrace artificial intelligence, revenue is emerging as their next priority, ahead of efficiency or cost reduction, per a new survey.

  • An empty Starbucks redesigned for on-premise occasions with couches and nice chairs.
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    Courtesy of Starbucks
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    Inside Starbucks’ atmospheric and experiential renovations

    At a remodeled Chicago cafe, the proportion of on-premise traffic has doubled as consumers enjoy couches, comfy seating, outlets and warm lighting. 

  • TurboTax is seen on device
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    Kimberly White via Getty Images
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    Intuit customers spending more as it improves experiences across brands

    The company is tapping into a “flywheel effect” with its customers and has seen higher revenue per users with customers using multiple products, CEO Sasan Goodarzi said.

  • Customers shop in a Walmart Supercenter.
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    Joe Raedle / Staff via Getty Images
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    Walmart paid loyalty shines as membership revenue grows double-digits

    The growing subscription-based recurring revenue stream insulates the retailer from “some of the winds in the economy,” CFO John David Rainey said.

  • A customer pushes a cart outside a Lowe's store.
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    Scott Olson / Staff via Getty Images
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    Lowe’s courts DIY shoppers as AI tools boost online conversions

    The retailer is aiming to build relationships with its DIY customers through AI-enhanced omnichannel shopping, associate-led services and loyalty program options.

  • Anthropic's Claude AI app icon is seen in the app store on a smartphone screen.
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    Michael M. Santiago / Staff via Getty Images
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    What customers consider when using AI to shop

    The vast majority of consumers say it’s important to recognize the seller or merchant and check customer reviews before purchasing, a PSE Consulting survey found.

  • people checking out at Target
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    Michael M. Santiago via Getty Images
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    Target’s CX investments lead to 3-year highs in store metrics

    The retailer’s first quarter results beat expectations, but there is more to be done before Target has “the most delightful shopping experience in retail,” CEO Michael Fiddelke said. 

  • A photograph of a hand holding up a cheeseburger above a white plate. The plate is on a wooden table and there is a blue card on the left that says Wyndham Rewards. On the right there is a paper bag that says Applebee's To-Go.
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    Courtesy of Applebee's
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    Applebee’s offers free delivery to Wyndham Rewards members

    The partnership could boost off-premise sales for Applebee’s, which has over 1,100 locations near Wyndham hotels.

  • The outside of a Target store.
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    Brandon Bell / Staff via Getty Images
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    Can Target’s small upgrades to carts, bathrooms lead to big wins?

    The retailer's efforts to modernize its experience aim to create durable long-term value for a key demographic: busy families.

  • An associate stocks a shelf at a Home Depot
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    Brandon Bell / Staff via Getty Images
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    Home Depot’s dedicated in-store customer support teams drive repeat purchases

    The strategy of separating out distinct merchandising and in-store customer service teams is improving the customer experience, Home Depot’s Ann-Marie Campbell said.

  • open banking CFPB regulations fintechs apps banks
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    Getty Images
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    Fintechs are courting customers away from legacy retail banks

    As customers look to improve their financial health, online-only brands are positioning themselves as the solution with purpose-driven messaging and easy-to-use budgeting and spending tools.

  • A customer on the phone with holiday lights in the background.
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    Getty Images
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    Exceptional customer service wins loyalty, but businesses are missing the mark

    Half of consumers say customer service is falling short of expectations, a Verint survey found. Mixed attitudes towards AI in customer support complicate matters.

  • Person searching for images on a laptop
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    Getty Images
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    Shutterstock agrees to pay $35M for subscription practices

    The Federal Trade Commission accused the company of misleading consumers for years about its subscriptions and making it difficult to cancel.

  • Etsy in ChatGPT
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    Courtesy of Etsy
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    Etsy deepens AI push with ChatGPT app debut

    The company is also beta-testing a conversational search experience on its own site that is designed to help shoppers find a gift.

  • A person holds a smartphone showing the Starbucks app
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    Courtesy of Starbucks
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    How 8 brands revamped their loyalty program strategies

    From Starbucks to United Airlines, brands have tweaked or overhauled their rewards schemes to win over customers and keep them coming back.

  • JetBlue regulation Transportation
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    Mario Tama via Getty Images
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    JetBlue, United deepen loyalty partnership with reciprocal perks

    TrueBlue and MileagePlus members can now utilize travel benefits like priority boarding regardless of which carrier they fly.

  • Frustrated person talks on mobile phone, sitting on sofa at home.
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    Getty Images
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    Customer satisfaction with US business stagnates, despite billions invested: ACSI

    U.S. businesses have poured over $100 billion annually into customer experience since 2013, according to ACSI. Thirteen years later, their satisfaction score is the same.

  • Close-up of young woman hand using smartphone
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    Getty Images
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    US agentic commerce revenue forecast to reach $1 trillion by 2030

    But even as the technology grows in popularity, the physical shopping experience will remain important, per a new report.

  • Amazon's Alexa for Shopping displayed on several phones.
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    Courtesy of Amazon
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    Amazon puts AI front and center with Alexa for Shopping

    More than 300 million customers used Rufus in 2025, according to Amazon. Experts believe Alexa for Shopping’s reach could be even greater.

  • Close-up of teenage friends using mobile phone outdoors.
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    Getty Images
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    Opinion

    What CX leaders need to know about Gen Alpha’s influence

    Most companies still design customer experience strategies for a single user moving through a linear path, but that model doesn’t reflect how households now make purchasing decisions.

    Updated May 13, 2026
  • Three phone screens showing Flashfoods' loyalty integration capability
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    Courtesy of Flashfood
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    Flashfood launches loyalty integration to offer grocers more shopper insights

    The new capability, which Meijer has already implemented, is the start of the food waste company’s “major technical transformation,” CEO Jordan Schenck said.