The Latest
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Chick-fil-A leads in customer satisfaction for 11th straight year
The ACSI 2025 report found challenger brands on the march, sector leaders on the defensive, and Starbucks showing surprising strength.
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Consumers turn to AI for faster, natural language product searches
Help finding products quickly was one of the top three responses from shoppers when asked what they expect from AI assistants, according to a Bloomreach survey.
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Cigna launches new generative AI assistant for members
The health insurer is trying to improve the customer experience by connecting them with an AI bot, but analyses show generative AI can make mistakes.
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Free returns are often a deal breaker for consumers
Nearly 9 in 10 consumers expect free returns as standard, according to a Rithum survey.
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Want to prepare for generative AI? Get your knowledge base up to par
The future is uncertain, but investing in how information is presented to customers and web crawlers will give leaders a head start.
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Why RCS is gaining traction among business and consumers alike
Rich communication services "is an app-like experience in the messaging channel,” said Brenda Fackler, VP of client services at Sinch. “It is a total game changer.”
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Shein pushes consumers toward overconsumption, report says
An EU consumer group said the fast fashion giant uses “dark patterns” to trigger unwilling spending.
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Starbucks cafes are getting more managers
The cafe chain is launching a full-time assistant manager program, which will be systemwide in 2026, to fill a critical gap in store-level leadership.
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Dave & Buster’s dials back some of its ‘confusing’ experience changes
The restaurant company is reversing course on proposed changes, like flexible game pricing, with an eye toward simplification, according to CEO Kevin Sheehan.
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Wayfair owes customer service employees wages, suit alleges
A proposed class action lawsuit alleges that the company failed to compensate its customer service employees for all the time they worked.
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Chewy’s customer spend rises as subscriptions drives sales
The pet retailer's loyalty programs and exceptional experience are differentiating the company while growing sales, executives said.
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Starbucks deploys virtual assistant to improve workflows
Green Dot Assist will help staff look up various ingredients for drinks, troubleshoot equipment and help managers staff last-minute callouts.
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Stitch Fix personalization investments show signs of paying off
Deeper customer-stylist relationships and improved flexibility fueled a strong quarter, but the retailer still reported year-over-year declines in active clients.
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How ButcherBox infused its unique identity into its loyalty program
Any company can offer 2% cash back. ButcherBox’s Sizzle Society stands out with the three tiers and an emphasis on experiential benefits.
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Walmart debuts Sparky, its generative AI assistant for customers
Joining Wally, an AI assistant for merchants, Sparky will summarize reviews for customers and help shoppers plan purchases.
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As American Airlines puts renewed focus on CX, its advisory board takes center stage
The carrier’s appointment of three new members is part of a broader CX effort led by CCO Heather Garboden.
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Businesses look to streamline tech stacks to better understand customers
Integrating customer relationship management software, surveys and other tools and technologies remains a challenge, a Twilio survey found.
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EY merges design, creative, CX and AI services into EY Studio+
The practice will leverage EY’s capabilities and experience to help clients meet the changing needs of consumers and “shape markets at scale.”
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Generative AI enters ‘recommendation era’ as search falls to the wayside
“It used to be you could search for a brand or a product, or you could search for a price," Accenture's Jill Standish said. "But could you ask for advice?”
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Want to encourage generative AI use? Reassure customers that humans are available
About one-third of those who prefer phones for customer service are open to generative AI, according to Gartner. Making live agents readily available from self-service can win them over.
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Grocers need to do a better job of explaining prices, shoppers say
Respondents to a poll by The Feedback Group offered a middling assessment about their primary grocery store’s approach to explaining how tariffs might impact food costs.
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Petco improves service offerings, plans membership program relaunch
In pursuit of profitability, the pet retailer is matching its assortment to demand and investing in omnichannel services.
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Advice emerges as a key aspect of bank customers’ experience
Banks have an opportunity to build lasting relationships with customers who are looking to their financial institutions for guidance.
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BofA’s head of branches: ‘Proximity is still important to people’
Customers may or may not visit a branch, but the bank’s presence affirms its commitment to a community, and “there’s a brand value” in that, the executive said.
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Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter
More employee hours, streamlined inventory and improved storytelling all contributed to better a shopping experience — and the bottom line, executives said.