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Gartner challenges assumption that AI will be cheaper than human support
AI is supposed to cut customer service costs, but Gartner predicts that by 2030, costs per resolution for generative AI will exceed $3 — more than many offshore agents.
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Duolingo looks to limit friction as key metric of growth slows
Adding ads and subscription upsells to the free experience has increased revenue, but it comes at the expense of daily active user growth, CEO Luis von Ahn said.
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The No.1 barrier to exceptional service, according to employees? Staffing.
Staffing concerns have increased at the same time that employers are reducing headcount and asking employees take on more work, Gallup found.
Updated Feb. 27, 2026 -
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Sprouts names first-ever chief customer officer
The creation of the position comes as price-conscious and less-engaged shoppers have held back Sprouts’ financial performance.
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Papa Johns plans CX upgrades following corporate cuts
The pizza chain will enhance its app with an AI-powered food ordering agent in the coming quarter, CEO Todd Penegor said.
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The dark side of personalization
“If you can’t explain it to the customer… then you should not be personalizing,” Qualtrics’ Isabelle Zdatny said.
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Courtesy of Lowe's
Lowe’s CEO credits AI for ‘dramatic improvements in customer service’
The Mylow AI assistant is particularly helpful for new associates, providing them with product knowledge when they engage with customers, CEO Marvin Ellison said.
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Will Gap’s new loyalty program meet the moment?
Special perks are not enough anymore, especially for a brand attempting to regain a place in the cultural conversation.
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United Airlines changes loyalty program with ‘carrot, stick’ approach
MileagePlus members who don’t carry a United credit card will earn fewer miles, but the airline will reward credit card loyalty members with more miles and more discounts.
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Raley’s newest loyalty initiative automatically delivers discounts
The new program benefit applies discounts at checkout when shoppers enter their phone number, saving them from clipping coupons.
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Home Depot creates store-level customer service management role
The operations experience manager oversees the operational processes associated with interconnected shopping and fulfillment experiences.
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AI isn’t replacing that many jobs — yet
Companies that laid off workers for AI didn’t do so because the technology was so successful, but to move resources to invest in the technology.
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Domino’s loyalty program fuels carryout growth
“We stated before that our objectives with the loyalty program was definitely to cater much more to the carryout customer and also to attract light users,” CEO Russell Weiner said.
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Booking slashes customer service costs with AI, CFO says
The company’s customer service costs are down by about 10%, despite an uptick in bookings, CFO Ewout Steenbergen said.
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Klarna pursues ‘Uber’ style customer service model
“If AI can do customer service, it means it’s going to be the cheap customer service,” Klarna CEO Sebastian Siemiatkowski said. “We said the future of VIP experience will be the human connection, the relationship.”
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Courtesy of Subway
Subway updates Sub Club loyalty program shortly after relaunch
On April 1, the company will allow members to earn a $2 reward for every 400 points accumulated, but it is removing its free footlong offer.
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Walmart sees speed and convenience boosting trust in its AI agent
Half of Walmart app users have interacted with Sparky, Walmart's David Guggina said. The average order value for users of the AI agent is higher, too.
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Loyal customers think brands place more value on new shoppers, survey finds
Customers want brands to recognize them as loyal customers, and they’re looking for more than discounts or rewards, according to EY’s Patricia Camden.
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Walmart furthers gains with higher-income shoppers
The retailer released a conservative outlook as lower-income households remain stretched, but it reported wins with customers using its AI assistant Sparky.
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Cultural response bias warps survey responses. How can brands overcome the issue?
Geography can consistently skew consumers' survey responses, Ipsos found.
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Williams-Sonoma to test ads in ChatGPT
The home retailer is partnering with OpenAI to reach customers at decision-making moments and enhance product discovery.
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Courtesy of Bank of America
Bank of America rolls out tiered, no-fee rewards program
Despite the success of its current rewards program, Bank of America saw an opportunity to modernize the program and expand its reach to all its customers.
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Stagnating US customer satisfaction is a ‘warning sign’
“We're seeing more customers feeling like they don't really have a choice,” the ACSI’s Forrest Morgeson said.
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Pinterest sees visual discovery as its experience differentiator
“Today, there are countless places to buy, but few great places to shop, and that's where visual discovery matters most,” CEO William Ready said on an earnings call.
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Wakefern overhauls legacy loyalty system
The East Coast grocery co-op is working with Eagle Eye to provide flexibility in how its banners provide points and rewards to loyalty members.
