The Latest

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  Walmart updates virtual store with seasonal shopping features

  Four new holiday environments showcase a selection of gifts curated by content creators and inspired by social media trends.

  Technology

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  Sponsored by Zoom

  A CX leader’s holiday survival guide: The gift of AI for a smoother peak season

  Seven ways AI can ease holiday stress in CX: faster resolutions mean happier agents and customers.

  AI & Automation

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  Why stores still spark joy around the holidays

  Online shopping has surged over the years, but it’s hard to replicate the discovery — and fun — of going to stores.

  Strategy

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  Bath & Body Works hits 38M loyalty members

  The retailer reported record-high customer retention rates in Q3 2024 and set its sights on offering a seamless omnichannel experience.

  Strategy

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  SiriusXM ran afoul of federal statute with cancellation policy, judge rules

  The satellite radio provider made it too difficult for customers to cancel their subscriptions, a New York supreme court justice ruled last week.

  Strategy

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  Are customers tipping more? Here’s what the data says.

  While customers feel more pressure to tip across industries, they still tip a relatively stable 18% at restaurants.

  Strategy

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  Gap Inc. plans more CX improvements as reinvigoration plan pays off

  The retailer aims to accelerate its CX improvements, including through store remodels, to build on current momentum.

  Strategy

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  Expectations for Black Friday experiences are changing. Here’s how.

  Through inventory management, associate support and consistency, retailers can offer stressed-out shoppers a pleasant sense of normalcy. 

  Strategy

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  Citizens upgrades digital experience to ‘make banking quick and convenient’

  Citizens Financial Group rolled out advanced appointment scheduling, a streamlined mobile onboarding experience and a savings tracker.

  Technology

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  $35K overtime salary threshold back in effect

  A federal judge ruled that the Department of Labor’s 2024 rule exceeded the agency’s authority and is unlawful.

  Strategy

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  US customer satisfaction climbs to new heights from pandemic low

  Consumers might grumble about inflation and price increases, but their satisfaction with businesses' services and products is on the rise, according to ACSI data.

  Strategy

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  CFPB tweaks big tech payments rule

  The rule will allow the agency to supervise nonbank companies’ use of consumer data as well as how they correct errors and monitor fraud on their systems.

  Strategy

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  Walmart makes convenience a priority as it grows e-commerce market share

  Executives credited investments in delivery and pickup options for growing sales from households earning more than $100,000.

  Strategy

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  How new global CX standards aim to conquer data management challenges

  Bain, Kantar and Qualtrics created CX standards to emphasize the importance of analyzing customer feedback on the relationship, interaction and journey level.

  Strategy

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  Lowe’s courts pros while leveraging loyalty to engage DIY shoppers

  Investments in the pro experience helped drive sales with contractors. The retailer aims to retain homeowners while the DIY market recovers.

  Loyalty

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  Chipotle reaches 1K Chipotlane milestone

  The fast casual chain is also on track to open a record number of restaurants this year.

  Technology

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  Brick-and-mortar holiday shopping still reigns, but customers look online for ideas

  While online shopping aids with discovery, the ability to experience a product drives customers to stores, EY-Parthenon found.

  Strategy

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  Google Lens can now tailor search results to the store you’re in

  Users can take a picture of an item to receive insights tailored to the store they’re in, such as similar items that are in-stock.

  Technology

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  The power of grocery brands that consumers ‘love’

  Retailers with fan-favorite food brands see stronger loyalty and higher wallet share, Bain & Company found in a new report.

  Strategy

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  How to maintain customer trust while deploying AI

  To address customer distrust of generative AI, experts urge businesses to establish governance plans and pick and choose use cases.

  Strategy

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  Nordstrom leverages generative AI for holiday app refresh

  Among the new app features are trend reports, which blend the expertise of Nordstrom stylists with AI to deliver relevant trends. 

  Technology

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  Spirit Airlines reassures customers as it files for bankruptcy

  Failed mergers, changing consumer preferences and mounting debt all contributed to the airline’s financial struggles.

  Strategy

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  Why Church’s launched a loyalty program for its value-seeking customers

  Church’s Texas Chicken is one of a growing number of companies that have launched or revamped loyalty programs with a focus on sourcing more value for members. 

  Strategy

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  Bojangles to install ordering kiosks across its system

  The chicken chain said its pilot of the Grubbrr technology had high adoption rates and helped increase throughput.

  Technology

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  How consumers are using social media for holiday customer service

  Facebook is the most common platform for customers contacting brands through social media, with Gen Z leaning toward Instagram.

  Customer Service

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  Retailers confront trust issues as generative AI becomes commonplace

  Generative AI can win over reluctant shoppers by offering personalization or help with finding deals, experts say.

  Updated Nov. 18, 2024

  AI & Automation

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