The Latest

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  Enterprises prep for big AI spending, but data woes prevent progress

  Modernizing IT estates will cost enterprises an average of $35.5 million this year, a Couchbase survey found.

  Data & Analytics

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  Why survey begging leads to unreliable data — and what to do instead

  “People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”

  Strategy

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  Back to CX Basics: How to speak the language of data

  Data science fundamentals can help CX leaders react quickly to changing consumer demands, understand the value of their investments and better communicate their findings.

  Data & Analytics

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  Automatic age verification comes to self-checkout

  An AI-driven solution that’s being tested in Germany has eliminated the need for cashier intervention in 80% of age-restricted transactions, manufacturer Diebold Nixdorf said.

  Technology

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  IHOP’s point-of-sale migration is boosting speed, check totals

  The diner chain has nearly completed a two-year migration of 1,500 restaurants to Tray’s platform, which integrates with handheld server tablets to trim order and pay times. 

  Technology

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  Ford invests in dealer education to improve customer experience

  With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.

  Strategy

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  McDonald’s credits speed, personalization for high satisfaction

  The fast food chain is attracting customers with customized messaging and cementing their loyalty with fast and consistent service.

  Personalization

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  Williams Sonoma debuts new mobile app

  The app gives users access to recipes, the ability to create and manage registries, connect with design experts and shop by room. 

  Technology

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  Airline staffing and customer satisfaction reach new highs. It’s no coincidence.

  “Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.

  Strategy

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  Starbucks’ mobile ordering is so popular, it’s slowing some orders down

  The company will roll out new procedures that will help workers reduce wait times, CEO Laxman Narasimhan said Tuesday.

  Technology

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  FCC fines 4 major wireless carriers $200M for selling customer location data

  The Federal Communications Commission fined T-Mobile, Sprint, AT&T and Verizon nearly $200 million for illegally sharing customers’ location data.

  Data & Analytics

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  Domino’s Q1 US sales driven by loyalty, promotions

  Domestic comps rose 5.6%, the highest increase since 2021, due to rewards member growth, successful marketing campaigns and improved operations.

  Strategy

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  Sam’s Club customers leave 23% faster with AI receipt verification

  The AI-powered receipt verification is increasing customer satisfaction, too, according to the company.

  Updated May 1, 2024

  Technology

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  The customer data stockpile is growing. Here’s how to protect it

  Data collection and disposal practices play an important role in building and retaining customer trust.

  Data & Analytics

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  J. Jill to elevate customer service in some stores

  The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.

  Strategy

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  IRS’ Direct File pilot earns high user satisfaction

  Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.

  Strategy

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  Effective or creepy? How to offer personalization while maintaining trust

  Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.

  Strategy

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  IHG taps Salesforce’s CRM to standardize customer data profiles

  By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.

  Customer Service

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  Cookies get another stay of execution — but have marketers already moved on?

  Marketers shouldn’t cancel their post-cookie plans, especially as Google faces antitrust action, the possibility of a nationwide data privacy law and its own shifting priorities.

  Data & Analytics

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  Influencers sway consumers but authenticity loses some clout, study says

  Attitudes toward AI creators are mixed, and only 35% of Gen Zers say authenticity is what they care most about from influencers.

  Strategy

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  Ally Financial credits CX for high customer retention rates

  Ally maintained an “industry-leading” customer retention rate of 96%, according to its earnings statement.

  Customer Service

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  Chipotle makes order fulfillment, not fancier tech, its top CX focus

  Faster order speed is “one of those things that cascades into everything being a lot better,” CEO Brian Niccol said.

  Strategy

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  Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale

  The wireless provider is tapping AI to help customers get the most out of its MyPlan service and retain customers at risk of dropping their subscriptions.

  AI & Automation

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  How frictionless experiences can grow loyalty

  Ease of use stands out as a particularly strong loyalty driver when evaluating a good brand experience, a Mailchimp survey found.

  Strategy

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  How Giant Food revamped its loyalty program

  Private label is playing a starring role as the East Coast grocer looks to boost engagement with shoppers and demonstrate a commitment to value.

  Strategy

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