The Latest

  • The Airbnb logo is displayed on a computer monitor and cell phone.
    Image attribution tooltip
    Mario Tama / Staff via Getty Images
    Image attribution tooltip

    Airbnb’s AI assistant resolves 40% of customer inquiries

    The travel company’s AI assistant is resolving customer inquiries faster, helping to decrease the cost per booking, CEO Brian Chesky said.

  • Woman on phone, working on computer
    Image attribution tooltip

    Jerry Yoon

    Image attribution tooltip
    Sponsored by Twilio

    Your data infrastructure was built for campaigns. Now it needs to power conversation

    Batch data fuels campaigns, but AI needs real-time context to succeed. Build for real conversations.

  • A crowd celebrates during Chime's initial public offering at the Nasdaq MarketSite.
    Image attribution tooltip
    Andres Kudacki via Getty Images
    Image attribution tooltip

    How Chime overcame trust challenges when deploying its AI agent

    Customer satisfaction rose after the fintech deployed Jade. “Automation and cost savings don’t need to come at the expense of a great experience,” COO Janelle Sallenave said. 

  • A person holding a smartphone featuring Amazon join the chat.
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    Amazon’s latest AI feature allows shoppers to interact with product summaries

    “Join the chat” enables real-time questions and answers while listening to AI-generated product summaries. 

  • A DoorDash delivery worker on his motorcycle.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    DoorDash CEO: ‘We have to create the best end-to-end shopping experience’

    The ordering platform is keeping accuracy, speed and customer support in mind as it builds agentic capabilities and expands its grocery business.

  • A person walks in front of a Samsung display of products.
    Image attribution tooltip
    Joe Raedle via Getty Images
    Image attribution tooltip

    How Samsung’s proactive post-purchase experience builds brand loyalty

    Samsung’s care team discovered that its most effective loyalty tool wasn’t a product feature or a new technology — it was keeping promises after a customer bought a product.

  • Uber cash payments credit
    Image attribution tooltip
    Mario Tama via Getty Images
    Image attribution tooltip

    Uber expands into hotel reservations to build engagement, loyalty

    These “innovations are designed to deepen the everyday utility of our services,” CEO Dara Khosrowshahi said.

  • The exterior of a Hyatt Regency hotel.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    World of Hyatt restructures loyalty program award chart

    Starting May 20, 136 hotels and resorts will shift to different award categories, while a new points redemption framework takes effect, as travelers prioritize transparency and flexibility. 

  • The buttons of the app Duolingo, surrounded by Dictionary, Vocabulary, Facebook on an iPhone screen.
    Image attribution tooltip
    stockcam via Getty Images
    Image attribution tooltip

    Duolingo improves free user experience to drive word of mouth referrals

    The company made more features available to free users to improve stickiness and drive daily active user growth, CEO Luis von Ahn said.

  • A Pinterest banner hangs from the New York Stock Exchange.
    Image attribution tooltip
    Spencer Platt / Staff via Getty Images
    Image attribution tooltip

    Pinterest credits AI personalization for double-digit user growth

    Personalization leads to higher relevance, which increases engagement and keeps users coming back, CEO Bill Ready said.

  • Agent with headsets work in a contact center
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    As AI proliferates, contact centers pursue workforce redesign over mass layoffs

    Nearly 9 in 10 service and support leaders are having representatives take on new responsibilities and tasks, Gartner found.

  • Screenshot of how a loyalty program's points system works.
    Image attribution tooltip
    Retrieved from Fresh Thyme Market on April 29, 2026
    Image attribution tooltip

    Fresh Thyme revamps loyalty program with new points system

    The Midwestern specialty grocer will give shoppers 10 points per dollar spent and perks like early access to weekly deals and sneak peeks at new products.

  • Best Buy loyalty points displayed on a phone.
    Image attribution tooltip
    Courtesy of Best Buy
    Image attribution tooltip

    Best Buy adds points to its paid loyalty offerings

    The retailer’s loyalty program has traditionally focused on immediate benefits, and the addition of points could add another layer to its value proposition.

  • Two men looking stressed working in an office.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Agents are overloaded. AI often makes it worse, experts say.

    “There are no easy calls anymore,” Experience Investigators’ Jeannie Walters said.

    Updated May 6, 2026
  • Two customers with long dark hair standing in the beauty section of a Walmart store
    Image attribution tooltip
    Courtesy of Walmart
    Image attribution tooltip

    Walmart is bringing beauty-focused store associates to hundreds of stores

    The "Beauty Expert" position, which features specialized training, is expanding this year after a successful pilot.

  • A rendering of Wayfair's store in Columbus, Ohio
    Image attribution tooltip
    Courtesy of Wayfair
    Image attribution tooltip

    Wayfair is willing to sacrifice margin for CX that will fuel long-term growth

    Wayfair Rewards can get customers to up their annual spend beyond the current average of $600, CEO Niraj Shah said. “The loyalty program is meant to bend that curve.”

  • Two people walk towards a Taco Bell restaurant
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Taco Bell grows loyalty and digital sales

    “It's because the loyalty program is resonating with consumers, and it's helping people to engage with the brand more and more frequently,” Yum Brands CEO Christopher Turner said.

  • Front view of a brick building featuring a large arched entrance topped with a silver plaque displaying the blue Hilton logo. Two flags are mounted above the entrance, and the facade includes tall windows and decorative stonework.
    Image attribution tooltip
    Alamy
    Image attribution tooltip

    Hilton bets big on AI with vendor partnerships, guest planning tool

    The hotelier is linking up with Google, OpenAI and Anthropic to expand its use of AI, CEO Chris Nassetta said Tuesday.

  • mandatory arbitration, Chipotle
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Chipotle’s loyalty campaign drives nearly 25% increase in daily enrollments

    The company supported the loyalty relaunch with an in-restaurant campaign to make enrollment easier while driving customer engagement, CEO Scott Boatwright said.

  • An electronic shelf label a grocery store.
    Image attribution tooltip
    Catherine Douglas Moran/CX Dive
    Image attribution tooltip

    Maryland bans dynamic pricing

    The legislation, which the governor signed on Tuesday, underwent significant revisions that some groups claim could limit its shopper protections.

    Updated April 30, 2026
  • Pedestrians walk by a T-Mobile store
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    T-Mobile boasts of ‘industry-leading’ NPS score

    The company's  strategy to provide customers with the best network, value and experience is driving new and deepening customer relationships as well as outsized financial results, executives said.

  • Close-up of a hand holding a phone with a grocer’s app on the screen with details on its loyalty program, such as personalized offers and member-only events.
    Image attribution tooltip

    Photo illustration: Sprouts Farmers Market; Getty Images

    Image attribution tooltip

    Sprouts’ Achilles’ heel is affordability. Can its new loyalty program mend that?

    The specialty grocer is looking to its newly launched Sprouts Rewards to improve its value messaging, but sources say the payoff may take a while.

  • People sit inside a store drinking coffee. The sign of the store says Starbucks Coffee.
    Image attribution tooltip
    DKart via Getty Images
    Image attribution tooltip

    Starbucks’ loyalty update is driving frequency as membership grows

    Starbucks Rewards is no longer “a coupon book,” CEO Brian Niccol said. “We had to stop doing all that discounting. This needed to be about engagement.”

  • Travelers line up in and airport, a window behind them shows a JetBlue plane.
    Image attribution tooltip
    Roman Tiraspolsky via Getty Images
    Image attribution tooltip

    JetBlue touts loyalty gains as it takes a hit from fuel prices

    JetBlue’s loyalty programs and premium experiences were bright spots in an otherwise disappointing quarter and amid questions of the carrier’s financial solvency.

  • The outside of a Verizon store as people walk by.
    Image attribution tooltip
    Courtesy of Verizon
    Image attribution tooltip

    Verizon credits better customer relationships for reduced churn

    The company is still in the early stages of its transformation, which is already having a strong impact on retention, CEO Dan Schulman said.

  • Walmart retail credit card swipe fees Visa Mastercard
    Image attribution tooltip
    Jessica McGowan via Getty Images
    Image attribution tooltip

    CFOs lean on AI, ‘synthetic audiences’ to decode consumer behavior

    Companies like Albertsons are using AI to interpret shopping patterns and increase basket sizes in real time.