The Latest
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How one mortgage lender deployed voice AI agents to improve borrowers’ experience
Mutual of Omaha Mortgage is using voice AI agents so that their loan officers can spend more time on the phone with borrowers.
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Service quality is eroding for household appliances, electronics
As touchpoints like call centers, self-service tools and repair networks become more important to overall satisfaction, some manufacturers are struggling to keep pace.
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Why communities, not transactions, are the future of loyalty
Apps like Dick’s Sporting Goods’ GameChanger build customer relationships and generate useful insights beyond what transaction-based loyalty programs offer, experts say.
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Marriott undergoes ‘organizational changes’ to Customer Engagement Centers
The company confirmed a strategic review of its Customer Engagement Centers, with changes being made to “better reflect how our guests interact with us across channels,” per a Marriott spokesperson.
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Customer willingness to leave brands over bad experiences softens slightly
However, that still leaves nearly half of consumers saying they won’t shop with a brand that fails to meet their digital expectations, a VML survey found.
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Courtesy of Target
Target hires ex-Hilton CMO as chief marketing and guest experience officer
Mark Weinstein will be responsible for developing how consumers experience and connect with Target across channels, culture and community.
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Regal’s new subscription serves as its loyalty program middle ground
Regal Rewards+, positioned as a flexible middle point between the free Regal Rewards program and the more expensive Regal Unlimited subscription, offers perks like discounts for friends.
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Nintendo, tariff refunds and the question of how to repay customers
Paying consumers back for the tariff costs they bore in their purchases is a complex challenge. But experts say something is better than nothing.
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Brands ignore customer feedback at their own peril
Brands have a wealth of customer sentiment and behavior data available to them but often can’t close the circuit between collection and action.
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Most companies underuse CX data to guide automation efforts
In deciding where to automate, organizations are prioritizing internal efficiency goals over CX data about what their customers want, a CallMiner survey found.
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Dani James/CX Dive
Target introduces AI-powered photo search, review features
The retailer is accelerating its AI capabilities to boost personalization and product discovery.
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Guest satisfaction is up at branded hotels: report
JD Power found that while guest rooms are largely driving an improved guest experience at hotels managed by third parties, lobbies and other common areas remain an opportunity.
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Teens start to trust AI recommendations more than friends, parents
There's a generational shift among consumers as they bring AI into their purchasing process, according to a Mastercard report.
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Both ineffective and invasive personalization turn customers away
More than 2 in 5 of consumers say they have stopped doing business with a brand when its personalized marketing felt too repetitive, personal or off-base, a Site Impact survey found.
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Reliance on AI tools in decision-making can lead to risky CX business
AI assistance is only as good as the data it’s grounded on; decisions based on any single data point or disjointed systems can create unintended friction points.
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Are AI-driven customer service cuts here to stay? Gartner predicts rehiring
Between AI tools that fail to deliver and leaders miscalculating the cost dynamics of AI, companies are being set up for whiplash and will likely need to rehire some of the staff they laid off.
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Rent the Runway forges ahead with discovery upgrades as it names new CEO
The subscription retailer introduced tools that let customers view entire outfits and enable virtual try-ons, but its financial results remain under pressure.
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Hyatt, Delta team up to offer loyalty perks across full travel journey
Through a new collaboration, members of both the World of Hyatt and Delta SkyMiles loyalty programs will be able to earn rewards on travel that “extends far beyond a hotel stay,” said Hyatt’s CEO.
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Daphne Howland/CX Dive
Macy’s NPS continues to climb following store revamps
The improvement since early 2024 “underscores the reaction the customer is giving us to the changes we're making in the Macy’s store experience,” Macy’s Inc. CEO Tony Spring said.
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CX workforce budgets take a hit as organizations increase AI spending
However, organizations shouldn’t deploy AI to the detriment of the human agents, Gartner says. The two need to work in tandem.
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Chewy’s beta AI assistant is already solving common customer issues, CEO says
Consumer-facing AI tools include Cai, a customer service chat assistant, and Callie, a voice AI that helps Chewy Vet Care locations confirm appointments.
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When websites aren’t in synch with AI assistants, trouble follows
Repercussions range from customers switching brands to giving up on the purchase altogether, a Contentsquare survey found.
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Ticketmaster puts personalization at the core of its app
As the company addresses unsold tickets, it sees its app as the vehicle to improve discovery of events tailored to the individual.
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Courtesy of Domino's Pizza
How Domino’s app redesign went wrong and what CX leaders can learn
Full-scale redesigns are increasingly out of step with how leading brands manage digital experiences, experts say.
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Nearly all consumers find some kind of personalization intrusive
Three-quarters of consumers say that retailers collect too much data, a Thoughtspot survey found.
