The Latest
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Kohl’s turns to simpler, reliable experiences to improve its fortunes
Complex coupons, poor cross-channel experiences and the elimination of jewelry spaces have weighed on the retailer’s core experience — and sales.
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Southwest ditches two free checked bags policy
The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.
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How Dick’s Sporting Goods is mastering the omnichannel game
The retailer has found success by shifting from a speed-at-all-costs strategy to one that prioritizes predictability for customers.
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Top airports create environment ‘where passengers feel valued’
As customer expectations continue to rise, airports are under pressure to innovate and enhance their offerings.
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Retailers are pushing payment modernization as customers ask for more
A KPMG survey found that a majority of retailers plan to keep updating their payment programs to keep up with consumer tech demands.
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Macy’s revamped stores shine as it sheds underperforming locations
The retailer’s reimagined stores illustrate that “when we invest in the customer experience, we can grow sales,” CEO Tony Spring said during an earnings call.
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Gross bathroom? It can cost your customer experience
Dirty restrooms, out-of-stock paper towels, and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.
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Amazon adds new grocery tools to Alexa
Alexa+ can order groceries from Amazon Fresh and Whole Foods Market, track purchase history, and remember recipes and dietary preferences.
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Best Buy prioritizes omnichannel experience, returns to sales growth
The electronics retailer credited investments in personalization, stores and personnel for better-than-expected sales growth in its latest quarter.
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Tariffs are spooking consumers
As the tariffs take effect and inflation looms, businesses are working to retain consumers who are looking to cut back.
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Instacart steps up AI deployments
The grocery technology company aims to use AI to improve shelf scanning, with plans to test the capability on videos taken by workers and from its Caper Carts.
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Lowe’s, Home Depot bring advice online with AI-powered tools
Both of the home improvement retailers released tools this week that seek to offer shoppers the level of guidance they would receive in-store while browsing online.
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Opinion
The risks of generative AI in CX — and how to overcome them
Implementing customer-facing generative AI poses challenges, from the potential degradation of customer experience to unexpected costs.
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Consumers say it’s harder to interact with businesses
Customers say companies are more interested in technological investments that improve profits rather than their experience, a Pegasystems survey found.
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Retrieved from DSW on February 26, 2025
How DSW’s CMO is overhauling the brand for a new age of retail
Sarah Crockett detailed her approach to rehabilitating the brand while keeping its most loyal customers.
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Portillo’s launches loyalty without an app
The hot dog chain hopes its loyalty program, based in digital wallets, can offer personalized options for guests and businesses without causing app fatigue.
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Target aims to triple its paid loyalty program membership in three years
The company added 13 million members to its loyalty programs in 2024. It plans to enhance its paid program with monthly gifts and exclusive deals to help it grow.
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Target puts reliability at the forefront of its CX strategy
Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.
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Hotel Tech-in: The AI agent fielding front desk calls
Canary Technologies’ AI Voice platform can answer guest calls, reply to questions and make or cancel bookings.
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Gen Z used BNPL more than credit cards over holidays, survey finds
It was the first J.D. Power survey to show that BNPL overtook credit card use among that demographic.
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Luxury shoppers embrace AI, but remain wary of sharing personal information
Two-thirds of luxury fashion customers use AI when they browse online, but are cautious about the details they provide, according to a Saks Global survey.
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Bath & Body Works’ loyalty shines as it aims for a return to sales growth
Loyalty, marketing and technology are central to the specialty retailer’s plan to boost sales.
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Consumer spending falls, highlighting fading confidence
Two closely tracked gauges of consumer confidence slid in February, pushed down by concerns about import duties enacted by the Trump administration.
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Warby Parker pushes CX investments in-store and online
The eyeglasses retailer is rolling out an AI-powered recommendation engine and helping associates train to become opticians.
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Bank of America’s consistently convenient experiences boost digital engagement
The bank surpassed 26 billion digital interactions last year, including 676 million interactions with its AI-powered assistant Erica.