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Southwest hits milestone with its rewards program
More than a year after drastic changes to its offerings, Southwest says its strong engagement proves customers met them with open arms. Revenue is following.
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Assembled
Sponsored by AssembledWhat is agentic workforce management?
AI agents are starting to run routine WFM work without being asked. Here's what that looks like.
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Q&ATasks, not customer tiers should drive bank AI use: Deloitte
Everybody needs “to be heard, comforted, educated in times of high stress,” a Deloitte consultant said. Customers who are lower on the value scale need to receive the same excellent experience “or you're going to lose them.”
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Verizon continues to fight churn with CX investments
“We've been investing in every part of that end-to-end customer journey, from the in-store experience to our digital channels, to our billing, to our customer service,” CEO Dan Schulman said.
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T-Mobile’s NPS is a strength, but customer acquisition slows
The company’s NPS of 46 is a “record high” for a major wireless carrier, CEO Srini Gopalan said. However, it is grappling with slower postpaid net account additions.
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Uber cuts 10% of customer service team as it embraces AI
Uber joins a growing list of companies laying off customer service workers and pivoting to AI. What's behind it is more complicated.
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Courtesy of GoToFoods
How one company is using music to shape its experience abroad
No matter where Moe’s Southwest Grill opens a location, music is how it brings the brand to life, GoToFoods’ Brittany Metcalfe said.
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Bank of America upgrades customer service employee tool
Generative AI capabilities added to EricaAssist will allow customer service employees to handle client inquiries more quickly, the lender said.
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Alaska Air sees NPS fly high following service system rollout
The single passenger service system streamlines booking, check‑in, loyalty programs, airport operations and employee support, further integrating Hawaiian Airlines.
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A clear path to a live agent grows trust in AI customer service
More than half of consumers trust AI when offered a clear path to a live agent, whereas only about one-quarter trust it when no human option is available, a Five9 study found.
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How Bank of America’s rewards program courts Gen Z
The bank’s redesigned loyalty program, which made it easier to become a member, added more than 3 million customers in the seven weeks since launch.
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Customer satisfaction scores rise when agents express empathy
When the stakes are high and resolution is still within reach, representatives who provide emotional validation are more likely to improve satisfaction, a Level AI analysis found.
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Data transparency is a tool to win back customer loyalty
Three in five consumers say they are more loyal to brands that clearly explain their privacy practices, a Sogolytics survey found.
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Courtesy of Burger King
Burger King reworks manager role to support guest experience
"Your Way Champion" managers will be tasked with creating a welcoming store environment, double checking orders and serving as points of contact for customer problems.
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Most PGA Tour fans attend one event per year. How does the brand win that experience?
It’s vital to close the loop with every customer who reaches out, the PGA Tour’s Zach Carlson said. “Don't even listen for feedback if you're not going to do anything about it.”
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Social platforms draw consumers in, but conversions falter
Social media has become the No. 1 channel for consumers globally to find new products, ESW found. But trust in those checkout experiences remain elusive, creating a fragmented customer journey.
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Financial perks are the top draw of travel loyalty, but they don’t create stickiness
Successful loyalty models back up their discount-focused program with a combination of experience and convenience that is hard for other brands to replicate.
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How the right contact center culture can drive measurable ROI
When agents feel like they have a career, not just a job, attrition drops — and lower turnover is a clear source of ROI, Morgan & Morgan’s Angie Flury said.
Updated July 17, 2026 -
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United Airlines CEO: ‘Brand loyalty wins’
Amid rising fuel prices, United is staying focused on serving its customers and proving the resilience of its brand loyalty strategy, CEO Scott Kirby said.
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Consumer spending is strong, but sentiment is low. What does that mean for CX?
“For CX professionals, the real risk here is complacency,” Watermark Consulting’s Jon Picoult said. “If you believe the spending and sentiment data, it points to a fragile state of affairs.”
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Consumers say rewards matter, but many aren’t actually using them
In the crowded loyalty landscape, a successful program goes beyond growing enrollment to actually influencing customers’ shopping behavior.
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Hotel guest satisfaction rises as travel dollars go further
Guests feel they are receiving more value, with higher quality food and beverage offerings and room improvements, a JD Power annual index study found.
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Bank of America’s chatbot Erica continues to amplify digital engagement
Active users of Bank of America’s chatbot grew 23% year over year to 24.6 million.
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Contacting customer service is the last thing customers want to do
Handoffs are a source of friction. Nearly all consumers expect their information to be available across channels so they don’t have to repeat themselves, according to Genesys.
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Brands miss the mark on recovery after a poor customer service interaction
Three in 10 consumers say the company took no action at all in response to their most recent poor customer service experience, a CCW Digital survey found.
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Why friction isn’t always bad for customer experience
Removing every step, delay and decision can leave customers less engaged — and less loyal.
