The Latest

  • Customers Shopping in Modern Clothing Store, Retail Sales Associate Assists Client. Diverse People in Fashionable Shop, Choosing and Buying Stylish Clothes, Colorful Brand Designs, Quality Materials.
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    Consumers trust AI to advise, but don’t consent to it purchasing for them

    It’s fashionable to use AI to find deals, but consumers won’t delegate purchase decisions, an ACI Worldwide survey found.

  • A woman shops on her computer in front of a Christmas tree.
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    Holiday shoppers have low trust in AI — except for certain tasks

    The share of those who say AI will make holiday shopping easier is down year over year, but most shoppers trust it with shipping updates or product research, a Sinch survey found.

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    Lowe’s CMO adds digital commerce to remit amid push for a seamless CX

    “Real transformation is going to happen when we’re creating omnichannel, end-to-end personalization, and to do that, we have to have it all in one place,” CMO Jen Wilson said.

  • close up employee hand touching handset of telephone on desk for contact customer or receiving call.
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    How one mortgage lender deployed voice AI agents to improve borrowers’ experience

    Mutual of Omaha Mortgage is using voice AI agents so that their loan officers can spend more time on the phone with borrowers.

    Updated 7 hours ago
  • Customers inspect refrigerators at a store.
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    Service quality is eroding for household appliances, electronics

    As touchpoints like call centers, self-service tools and repair networks become more important to overall satisfaction, some manufacturers are struggling to keep pace.

  • A man with a soccer ball by his feet watches a streaming app on his phone.
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    Why communities, not transactions, are the future of loyalty

    Apps like Dick’s Sporting Goods’ GameChanger build customer relationships and generate useful insights beyond what transaction-based loyalty programs offer, experts say.

  • The exterior of a Marriott hotel.
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    Marriott undergoes ‘organizational changes’ to Customer Engagement Centers

    The company confirmed a strategic review of its Customer Engagement Centers, with changes being made to “better reflect how our guests interact with us across channels,” per a Marriott spokesperson. 

  • A woman shops on her computer in her home.
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    Customer willingness to leave brands over bad experiences softens slightly

    However, that still leaves nearly half of consumers saying they won’t shop with a brand that fails to meet their digital expectations, a VML survey found.

  • Target chief marketing and guest experience officer Mark Weinstein
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    Courtesy of Target
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    Target hires ex-Hilton CMO as chief marketing and guest experience officer

    Mark Weinstein will be responsible for developing how consumers experience and connect with Target across channels, culture and community.

  • The Regal logo sign on the building at Times Square in New York City.
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    Regal’s new subscription serves as its loyalty program middle ground

    Regal Rewards+, positioned as a flexible middle point between the free Regal Rewards program and the more expensive Regal Unlimited subscription, offers perks like discounts for friends.

  • Packaged Nintendo Switch 2 consoles in boxes are displayed on a table.
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    Nintendo, tariff refunds and the question of how to repay customers

    Paying consumers back for the tariff costs they bore in their purchases is a complex challenge. But experts say something is better than nothing.

  • A man uses his business' customer relationship management system on a laptop.
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    Brands ignore customer feedback at their own peril

    Brands have a wealth of customer sentiment and behavior data available to them but often can’t close the circuit between collection and action.

  • Business people in a meeting around a tablet
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    Most companies underuse CX data to guide automation efforts

    In deciding where to automate, organizations are prioritizing internal efficiency goals over CX data about what their customers want, a CallMiner survey found.

  • A Target storefront exterior
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    Dani James/CX Dive
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    Target introduces AI-powered photo search, review features

    The retailer is accelerating its AI capabilities to boost personalization and product discovery.

  • Business people walking around hotel
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    Guest satisfaction is up at branded hotels: report

    JD Power found that while guest rooms are largely driving an improved guest experience at hotels managed by third parties, lobbies and other common areas remain an opportunity.

  • Diverse teenage students using digital smart phones mobile at college campus.
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    Teens start to trust AI recommendations more than friends, parents

    There's a generational shift among consumers as they bring AI into their purchasing process, according to a Mastercard report.

  • A young woman looks concerned at her phone.
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    Both ineffective and invasive personalization turn customers away

    More than 2 in 5 of consumers say they have stopped doing business with a brand when its personalized marketing felt too repetitive, personal or off-base, a Site Impact survey found.

  • A person holding a tablet with digital visualizations floating above it.
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    Reliance on AI tools in decision-making can lead to risky CX business

    AI assistance is only as good as the data it’s grounded on; decisions based on any single data point or disjointed systems can create unintended friction points.

  • Employees working at a call center
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    Are AI-driven customer service cuts here to stay? Gartner predicts rehiring

    Between AI tools that fail to deliver and leaders miscalculating the cost dynamics of AI, companies are being set up for whiplash and will likely need to rehire some of the staff they laid off.

  • People pass by a Rent the Runway store.
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    Michael M. Santiago via Getty Images
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    Rent the Runway forges ahead with discovery upgrades as it names new CEO

    The subscription retailer introduced tools that let customers view entire outfits and enable virtual try-ons, but its financial results remain under pressure.

  • a row of Delta planes on an airport tarmac
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    Andrew Harnik via Getty Images
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    Hyatt, Delta team up to offer loyalty perks across full travel journey

    Through a new collaboration, members of both the World of Hyatt and Delta SkyMiles loyalty programs will be able to earn rewards on travel that “extends far beyond a hotel stay,” said Hyatt’s CEO.

  • People walking around a mall.
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    Daphne Howland/CX Dive
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    Macy’s NPS continues to climb following store revamps

    The improvement since early 2024 “underscores the reaction the customer is giving us to the changes we're making in the Macy’s store experience,” Macy’s Inc. CEO Tony Spring said.

  • AI-powered customer review and rating system concept on digital interface screen.
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    CX workforce budgets take a hit as organizations increase AI spending

    However, organizations shouldn’t deploy AI to the detriment of the human agents, Gartner says. The two need to work in tandem.

  • A Chewy website is displayed on a screen in front of a dog.
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    Chewy’s beta AI assistant is already solving common customer issues, CEO says

    Consumer-facing AI tools include Cai, a customer service chat assistant, and Callie, a voice AI that helps Chewy Vet Care locations confirm appointments.

  • A bored customer with their credit card on a computer.
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    When websites aren’t in synch with AI assistants, trouble follows

    Repercussions range from customers switching brands to giving up on the purchase altogether, a Contentsquare survey found.