The Latest
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Courtesy of Starbucks
How Starbucks, Target, Dave & Buster’s invest in employees to boost CX
Financial incentives, better training and unified company culture are among the tools companies are using to enhance the employee experience.
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Economic challenges influence customer satisfaction with banks
Satisfaction dipped in the second half of the year, a warning sign that ‘the wind is not at banks’ back,” JD Power’s Jennifer White said.
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Caitlin Mullen/CX Dive
PNC adds rewards program
Perks include enhanced credit card rewards, cash rewards on some lending services and higher savings rates, the Pittsburgh-based super-regional said.
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How T-Mobile shifted its mentality around behavioral data
After marrying its behavioral data with survey data, the carrier was able to cut down on the length of its survey, from 10 minutes to two minutes.
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Shake Shack will overhaul its tech with focus on AI, loyalty
The fast casual burger brand hopes a new rewards system, modernized point-of-sale platform and AI-backed operational analytics will aid its growth.
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Companies can’t offset rising customer service tech costs with staff cuts, Gartner finds
Automation can’t replace human agents without the risk of operational disruption and a worse customer experience, the firm says.
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How MLB is leveraging automation and data to enhance fan messaging
The sports league has expanded its partnership with Adobe so individual clubs can create marketing that better matches how individual fans enjoy sports.
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JetBlue deepens premium push with paid subscription for its loyalty program
TrueBlue Subscriptions is divided into three tiers with monthly and annual payment options, and offers monthly loyalty points in addition to other perks.
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CX quality marginally improved globally last year, KPMG finds
Across all sectors, healthcare, retail, grocery and banking provided the best experiences, the advisory firm found.
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Human-driven service expected to be a luxury in 10 years, survey finds
More than two-thirds of consumers believe that AI- or machine-driven service will provide basic services, with people at the heart of premium experiences, according to Medallia.
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Self-service is a start, but phone remains the top support channel
Problems with self service, including AI chatbots that fail to understand queries and a lack of empathy, mean live agents remain essential, ServiceNow found.
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Courtesy of Starbucks
Starbucks adds performance bonuses, aligning worker incentives with CX goals
Baristas and shift supervisors at stores that hit sales, operational and customer satisfaction targets could see $300 quarterly bonuses starting in July.
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Daphne Howland/CX Dive
How Abercrombie & Fitch uses geofencing for customer feedback
The retailer can better understand why customers did not purchase an item after an in-store visit and then share those signals with store managers.
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Dave & Buster’s CEO: Guest experience ‘can never exceed’ staff experience
The company is reducing turnover, increasing engagement and "fostering a collaborative culture" among its employees as it aims to drive traffic, Tarun Lal said.
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Why loyalty programs can’t afford to overlook aging consumers
As the U.S. population ages, programs designed for younger shoppers risk alienating their most stable and valuable customers, experts say.
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Daphne Howland/CX Dive
Macy’s introduces AI-powered shopping assistant
After an initial dark launch, Ask Macy’s helps users discover brands and receive personalized product recommendations.
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Consumers want associates to handle follow-up communication
Shoppers want personalized communication, but they want it to come directly from staff, which can in turn drive sales, an Endear study found.
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Joe Raedle / Staff via Getty Images
Bank customers, while embracing AI, call for human customer support
Consumer comfort with AI tools has reached an "inflection point," TD Bank's Ted Paris said, but they still want human agents to keep an eye on AI recommendations.
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Hotel guests prioritize trust, loyalty rewards over cost
Value is increasingly determined by more than just cost, as travelers prioritize dependable stays and tangible loyalty recognition, according to a new Choice Hotels survey.
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How Lowe’s creator network is winning over the next generation of shoppers
The home improvement retailer has partnered with content creators like MrBeast to connect with Gen Alpha long before they purchase their first home.
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Field service turns to AI to give technicians more time with customers
AAA Roadside Assistance sped up its response time to customers by 5 minutes after deploying Salesforce’s field service management software.
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Chewy’s customer care AI tools reduce handle times, lower costs
CEO Sumit Singh said AI tools “improve on the ability for us to self-serve customers that then drives reduced contact rates, which then directly leads to lowering of costs.”
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Sam Silverstein/CX Dive
NJ lawmakers advance bill that would limit dynamic pricing methods
The measure is among a number of state-level legislative efforts aimed at restricting retailers from using data about consumers to customize prices.
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Booking.com points to human support as its ‘differentiator’
The online travel agency is using AI to route customers to the best channel on first contact and to contextualize customers’ inquiries for service representatives.
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Agentic AI is finally starting to pay off for customer support
Nearly two-thirds of service leaders reported higher agent productivity, with 39% reporting lower cost per contact, according to Deloitte Digital.
