The Latest

  • AI Artificial Intelligence and conversational chatbots businesses digital technology interact with applications, including customer service, sales and marketing and big data virtual screen.
    Image attribution tooltip
    hirun via Getty Images
    Image attribution tooltip

    Data underpins modern CRM tech, but work remains

    Companies are investing in data warehouses and predictive AI to fuel growth and better serve customers, a Twilio Segment study found. 

  • A Porsche is seen on stage of the opening ceremony of the Geneva International Motor Show.
    Image attribution tooltip
    Mohamed Farag via Getty Images
    Image attribution tooltip

    Porsche names new head of North America customer experience

    Christine Russell Fleischer, who was most recently at Infiniti, will take over as VP of customer experience and will report to CEO Timo Resch.

  • Dash cart at Amazon Fresh
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    Amazon expands smart carts pilot

    The tech giant’s smart shopping carts, designed to speed up the checkout process, are now available for use in a California Whole Foods store.

  • A stressed man uses his laptop while sitting on a couch at home.
    Image attribution tooltip
    AaronAmat via Getty Images
    Image attribution tooltip

    When companies forget empathy, they risk customer trust and loyalty

    While businesses often think of empathy in human-to-human interactions, it’s equally important in digital experiences, Forrester research found.

  • A red emergency pizza box from Domino's
    Image attribution tooltip
    Courtesy of Domino's
    Image attribution tooltip

    Domino’s loyalty relaunch draws 2M new members

    Strengthened by its emergency pizza marketing stunt, Domino’s updated rewards program helped bolster traffic and comparable sales.

  • A close-up of an Uber app.
    Image attribution tooltip
    Matthew Horwood/Getty Images via Getty Images
    Image attribution tooltip

    Uber overhauls live chat, increasing customer adoption

    The ride-hailing company worked to cut error rates to make it a more reliable customer service channel, growing the share of customers using live chat.

  • A passenger walks by a United Airline's sign in Chicago's O'Hare International Airport with luggage.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    American, United raise bag fees, other carriers likely to follow

    As airlines look to cut costs, they will have to be careful not to draw the ire of customers, who are already frustrated by the increasing price of air travel.

  • A bicyclist rides by a sign at the Google headquarters March 10, 2010 in Mountain View, California.
    Image attribution tooltip
    Justin Sullivan / Staff via Getty Images
    Image attribution tooltip

    Google Pay app to be retired in US this year

    “To simplify the app experience, the U.S. version of the standalone Google Pay app will no longer be available,” the tech giant said in a Thursday blog post.

  • A happy contact center agent
    Image attribution tooltip
    Delmaine Donson via Getty Images
    Image attribution tooltip

    Back to CX basics: How to understand your customers

    Leaders need to be in touch with customers’ needs to identify the investments that will make the biggest difference in overall outcomes.

  • Navy Federal Credit Union, Douglasville Georgia location
    Image attribution tooltip
    Permission granted by Navy Federal Credit Union
    Image attribution tooltip

    USAA, Navy Federal lead consumer banking NPS rankings

    The companies beat out the competition for highest net promoter scores among banks providing checking and savings accounts, NPS Prism found.

  • A Walmart associate stocks a shelf
    Image attribution tooltip
    Joe Raedle via Getty Images
    Image attribution tooltip

    Walmart credits associate-facing tools for NPS boost

    CEO Doug McMillon sees “big opportunities” for generative AI to improve customer and associate experiences.

  • A frustrated woman looks at her mobile phone.
    Image attribution tooltip
    Pekic via Getty Images
    Image attribution tooltip

    Are businesses listening to what customers don’t say?

    CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.

  • Screengrab off Amazon's website of Recurring Reservations and Repeat Items features
    Image attribution tooltip
    Retrieved from Amazon.
    Image attribution tooltip

    Amazon Fresh launches Recurring Reservations feature for online shopping

    The new feature allows grocery customers to choose a time for pickup or delivery orders up to a week in advance.

  • The inside of a Wendy's restaurant
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    Wendy’s to invest $35M in mobile and digital menu experiences

    The restaurant operator wants to provide customers more seamless app experiences and improve order accuracy through digital menu boards.

  • A mural in a Washington, D.C., Starbucks designed to highlight the chain's efforts at inclusive spatial design.
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    Starbucks opens first fully accessible store in DC

    The chain will begin adding inclusive design elements, like wide pedestrian pathways and power doors, to all new builds and remodels in the U.S.

  • 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

    Starbucks, Bank of America tie up loyalty programs

    Eligible Bank of America card holders can link their Starbucks rewards account to earn 2% cashback on qualifying purchases and one star for every $2 spent at one of the coffee shops. 

  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
    Image attribution tooltip
    alvarez via Getty Images
    Image attribution tooltip

    AI can improve customer service, but agents remain essential

    AI and agents together will be essential to keep up with growing demands for a great customer service experience, a Customer Contact Week survey found.

  • A woman in a call center answers a call.
    Image attribution tooltip
    South_agency via Getty Images
    Image attribution tooltip

    Gartner expects the EU to mandate ‘right to talk to a human’ by 2028

    Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.

  • Self-checkout machines at a grocery store.
    Image attribution tooltip
    Courtesy of Publix
    Image attribution tooltip

    Self-checkout promises ultimate convenience. Is it doing its job?

    The process can make for faster, easier experiences, but it needs regular attention and helpful associates to thrive.

  • Online hotel search
    Image attribution tooltip
    anyaberkut via Getty Images
    Image attribution tooltip

    Travel loyalty program providers fall short

    A new study from arrivia reveals a divide between what customers want and what businesses assume.

  • Darts missing the target
    Image attribution tooltip
    KrizzDaPaul via Getty Images
    Image attribution tooltip

    Why generative AI experiments fail

    CIOs shouldn’t lessen their expectations for the technology but rather know how to move forward, either by tweaking plans or cutting the cord on a project. 

  • A woman looks at other customers' online reviews and feedback.
    Image attribution tooltip
    B4LLS via Getty Images
    Image attribution tooltip

    Customers are taking to social media to share feedback. Are businesses listening?

    With customers responding to surveys less and less, companies are looking to AI to analyze nontraditional sources of customer feedback.

  • Buy now, pay later
    Image attribution tooltip
    I going to make a greatest artwork as I can, by my head, my hand and by my mind. via Getty Images
    Image attribution tooltip

    Buy now, pay later popularity rises among ‘financially fragile’ consumers

    About 60% of that group has used buy now, pay later services five or more times in the past year, compared to just over 20% of financially stable consumers, the New York Fed said.

  • A picture of Burger King signs.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Burger King, Popeyes lean into kiosks, remodels to spur speedy service

    Parent company Restaurant Brands International is focusing on improving speed and convenience as drivers of customer satisfaction.

  • A person holding a cell phone with both hands.
    Image attribution tooltip
    Delmaine Donson via Getty Images
    Image attribution tooltip

    Peer-to-peer payment platforms have a trust problem, AARP says

    “When it comes to addressing instances of financial exploitation, consumers are less likely to trust P2P platforms than banks and credit unions,” an AARP survey reported.