The Latest
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Justin Sullivan via Getty Images
Home Depot is ‘laser focused’ on elevating customer service through associates
A localized training program and generative AI knowledge tools for workers are expected to boost the in-store experience.
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PhotoLife94 via Getty Images
Why customer service shouldn’t be ‘a deflection mechanism’
When customers are unable to reach customer service, it can exacerbate their frustration and erode overall customer experience, brand reputation and sales.
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Courtesy of Cava
Cava has big plans for its loyalty program
Loyalty is bringing consumers into the restaurant’s ecosystem, while its emphasis on hospitality builds relationships, according to CEO Brett Schulman.
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Maksym Kapliuk via Getty Images
Inflation expected to surge to 7.3% in a year, fueled by tariff worry
Consumer sentiment has slumped this year even as recent “hard data” reveal stable prices and robust hiring.
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Courtesy of Ikea
How brands use emotional intelligence for stronger customer relationships
Businesses that successfully implement EQ create deeper, more meaningful customer connections and measurable gains in customer experience metrics.
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Scott Olson via Getty Images
Customer satisfaction levels out as experts await tariff impacts
Customer satisfaction, which measures attitudes tied to recent purchases, dipped in the first quarter, but could be further disrupted by tariffs.
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Retrieved from Walmart.
Walmart stakes its claim on convenience as tariffs loom
The retailer is turning to speedy delivery and good in-store experiences to bolster its value proposition ahead of price increases.
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Ezra Acayan via Getty Images
TikTok Live remains top live shopping platform
Though roughly 60% of U.S. adults say they watch live shopping in general, only half of them are making purchases, a recent survey shows.
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Mario Tama / Staff via Getty Images
Airbnb overhauls app with an emphasis on travel experiences
Customers can now book services and excursions, ranging from photo shoots to gallery tours, in a redesigned app.
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Peyton Bigora/CX Dive
How to maintain customer relationships as economic anxiety persists
Consumers, concerned about rising prices, are holding off on large purchases while they try to determine how the economy will fare, putting brand loyalty at risk.
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Courtesy of Walmart corporate blog
Loyalty programs drive grocery e-commerce sales
Walmart+ members drove around two-thirds of online food sales for the company in April, according to research by Brick Meets Click and Mercatus.
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Naomi Baker via Getty Images
Ikea adds more ways for loyalty members to earn, redeem points
The furniture retailer wants to enhance the value customers receive from every interaction, according to Nicole King, customer engagement & loyalty manager at Ikea U.S.
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Mario Tama via Getty Images
Spirit hunts for premium customers post bankruptcy
The budget carrier, which emerged from Chapter 11 bankruptcy in March, is the latest airline to explore the potential of elevated experiences.
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Scott Olson via Getty Images
Natural Grocers cracks down on egg prices with loyalty discount
The specialty grocer is encouraging people to sign up for its rewards program through a limited-time deal that offers up to 42% off a new line of eggs.
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Gorodenkoff via Getty Images
FTC delays enforcement of ‘click-to-cancel’ rule
The commission voted 3-0 to delay enforcement until mid-July to ensure companies had ample time to comply.
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Wachiwit via Getty Images
Expedia sees AI as the biggest change in experience since mobile
The travel booking company launched a partnership with Instagram that lets users build and book itineraries on the social media platform.
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Bruce Bennett via Getty Images
Applebee’s perks up its loyalty program with an emphasis on exclusivity
Parent company Dine Brands wants to use memorable loyalty opportunities and speedy service to help Applebee's and IHOP grow.
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Laurel Deppen/CX Dive
How the FTC’s junk fees rule sets a standard for hotel pricing nationwide
The latest standard to encourage transparent pricing goes into effect Monday. It could set a baseline for more regulation to follow.
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Michael Ciaglo via Getty Images
People skills drive experience wins for Southwest, JetBlue, research finds
JetBlue and Delta have invested tens of millions of dollars training staff to be friendly and interactive, while Southwest hires for attitude.
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Courtesy of Pinterest
Pinterest pins its future to visual search experiences
Investments in visual exploration are helping the company deliver more relevant ads while improving the browsing experience, CEO Bill Ready said.
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John Phillips via Getty Images
Klarna changes its AI tune and again recruits humans for customer service
Over a year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to help with customer service work.
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Robert Way via Getty Images
ChatGPT is getting more shopper friendly
OpenAI wants to make it easier for shoppers to find, compare and buy products as more customers turn to generative AI for purchases.
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Sonos puts faith in software updates to restore trust
“My view here is simple: Our software must be responsive, reliable and intuitive. No exceptions,” interim CEO Tom Conrad said during an earnings call.
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Drew Angerer via Getty Images
Why Lyft’s CEO regularly spends time as a driver
Lyft CEO David Risher often picks up riders and speaks with drivers to see where the experience may be falling short.
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Permission granted by Target
One year later, Target calls express self-checkout a success
The retailer’s self-checkout limits led to shorter transaction times, higher NPS and more customers choosing staffed registers.
