The Latest
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Marriott aims to build loyalty with branded residential growth
The hotel company launched an owner recognition program as its branded residential portfolio and pipeline see significant expansion.
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Cookies are safe, Google says. Will this change data collection plans?
Google won’t eliminate third-party cookies, but some companies are already pursuing alternative data sources amid privacy and regulatory concerns.
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Best Buy updates brand with new tagline, hologram spokesperson
As part of a refresh, the company is updating its color palette and emphasizing personalized discovery and support.
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NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards
The trio of companies want to set a global standard for benchmarking CX that goes beyond measuring customer satisfaction.
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Delta customers issue hundreds of complaints with DOT after mass cancellations
Though a third-party vendor was to blame for the travel disruptions, Delta is working hard to minimize the impact of delays and cancellations on customers and their perceptions of the brand.
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Amazon, Better Business Bureau file joint lawsuit in fight over fake reviews
It’s the e-commerce giant’s first joint lawsuit tackling fake review brokers, and aims to shut down ReviewServiceUSA.com.
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United Airlines touts high customer satisfaction score, app popularity
Despite bearing the brunt of customers' concerns about flying safety this spring, United has been able to maintain strong operations to boost CX.
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Airlines aim to mitigate customer frustration following mass delays and cancellations
Companies are waiving fees and helping customers get refunds after a global IT outage caused thousands of delays and canceled flights.
Updated July 19, 2024 -
6 ways the CFPB wants to keep its eyes on fintech middlemen
Clearer guidance around “rent-a-bank,” open banking and buy now, pay later will ensure more consumers benefit, Director Rohit Chopra said.
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Automation, data analytics top list of CX investments in 2024
With pressure mounting to demonstrate ROI, CX leaders are shifting investments to automation and data analytics, a CX Network report found.
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Why Burger King is all-in on gamification
A full pipeline of new and unique in-app games drives engagement for the brand, according to Preston Nix, director of loyalty and CRM.
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Lawsuit accuses Patagonia’s customer support of violating privacy rights
The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis.
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Customers enjoy social media shopping despite overwhelming ads
More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.
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Salesforce launches customer-facing generative AI assistant
The chatbot draws on large language models to better interpret customer context and autonomously determine the next best action.
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Hotel restaurants use storytelling, immersive experiences to draw repeat guests
Successful concepts center narratives, offer signature experiences and are well-attuned to changing customer tastes, experts say.
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Amazon rolls out generative AI shopping tool Rufus to all US customers
CEO Andy Jassy first mentioned the tool in February and said it marked “a significant customer experience improvement for discovery.”
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Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds
Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.
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Bank of America credits customer service for consumer banking growth
“Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.
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Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success
As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?
Updated July 17, 2024 -
Nearly all leaders feel unprepared for third-party cookie phaseout, study finds
Companies should review their personalization practices ahead of the phaseout and future-proof their strategies, according to Research Group's Thomas Randall.
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BofA tackles digital banking’s transaction pain points
The latest CashPro platform update is designed to better address transaction-related inquiries — one of the top reasons business customers call and email the bank.
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Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders
Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.
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Hy-Vee adopts electronic shelf labels
The regional grocer has linked with VusionGroup to add the digital tags to more than 230 stores.
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Delta focuses on premium experiences to offset increasing costs
The airline expects premium seats, airport lounges and other high-end amenities to bolster revenue growth as the cost to serve customers increases.
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Guitar Center revamps tech leadership to tune the customer experience
Adolfo Rodriguez, incoming chief technology and information officer, most recently served as SVP of technology transformation at Advance Auto Parts.