The Latest
-
Laurence Dutton via Getty Images
CX vendors say contact centers are getting a return on AI chatbot investments
Sprinklr and Verint pointed to examples from retail, banking and healthcare that show improved results from contact center AI.
-
Michael M. Santiago/Getty Images via Getty Images
Rent the Runway’s UX revamp helps power new customer growth
The retailer is making it easier for new customers to rent their first garment through faster page loading, improved product detail pages and simpler checkout.
-
Win McNamee via Getty Images
4 airlines face federal probe over loyalty program practices
The Department of Transportation ordered American, Delta, Southwest and United to provide records of their rewards program policies and practices.
-
Courtesy of Google
Google Shopping launches virtual dress try-ons in the US
The generative AI-enabled feature is part of a larger effort to enhance the search engine’s ability to help shoppers buy apparel online.
-
Daphne Howland/CX Dive
Dick’s keeps expanding its experiential store footprint to fuel sales growth
The sporting goods retailer credited its House of Sport and Field House stores and improved online and associate experience for its solid earnings.
-
FG Trade Latin via Getty Images
Guest satisfaction up at hotels run by third-party management: J.D. Power
Davidson Hospitality Group had the highest satisfaction scores of other large hospitality management companies, outperforming independently operated ones.
-
Alex Wong / Staff via Getty Images
Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls
The class action suit alleges Google violated California law by recording and analyzing customers' calls to Home Depot customer service without prior authorization.
-
alvarez via Getty Images
5 trends shaping the future of customer service
The call center landscape is shifting. Generative AI, budget considerations, and employee experience initiatives will all shape the future of customer service.
-
The Good Brigade
Search drives customers to brands, reviews maintain trust
Customers often begin their online journeys with a search engine, but reviews are the leading source of trust, a Yext survey found.
-
Permission granted by Amazon
Amazon tech automating 10 new campus c-stores
The company said it expects to put its technology in more stores in 2024 than in any previous year.
-
Ethan Swope via Getty Images
Birkenstock program members spend 25% more than other consumers
The footwear company is looking to expand its brick-and-mortar footprint and grow its online membership to create lifelong customers.
Updated Sept. 5, 2024 -
Bruce Bennett / Staff via Getty Images
Is customer experience Best Buy’s key to sales growth?
The company is investing in initiatives to improve mobile app personalization and revamp merchandise presentations as it aims for sales growth.
-
Courtesy of Perfect Corp.
Virtual try-on offers more sales: Perfect Corp.
The report found that 38.4% of respondents identified virtual fitting rooms and try-ons as the most effective use case of AI and AR tech.
-
Justin Sullivan via Getty Images
Bath & Body Works to launch generative AI fragrance finder
The retailer plans to leverage large language models and data to increase customer traffic and sales over time.
-
freemixer via Getty Images
Hospitality industry faces increased pressure over worker burnout, outdated training
More than half of front-line hospitality managers told Axonify their company doesn’t offer training to help well-being, engagement or motivation.
-
Joe Raedle / Staff via Getty Images
Office Depot parent company rolls out generative AI assistant to 900 stores
ODP Corporation, which also operates OfficeMax, introduced the ODP Personal Assistant to enable associates to spend more time helping customers.
-
Tero Vesalainen via Getty Images
Business satisfaction with AI, automation solutions and services languishes
The gap in customer satisfaction scores stems from a disconnect between technology expectations and reality, ISG found.
-
Anna Moneymaker via Getty Images
CFPB chides retailers on fees for cash back
The federal agency surveyed major retailers and was concerned to find three of them impose $90 million in fees annually when consumers ask for cash back with a debit or prepaid card purchase.
-
Stephen Lam via Getty Images
Salesforce bets on generative AI agents as the future of customer service
The Agentforce platform, which will publicly launch in October, has found success among early adopters, CEO Marc Benioff said.
-
Courtesy of Stitch Fix
At Stitch Fix, stylists move into the spotlight
In its quest to stem sales declines, the apparel box retailer has overhauled its customer experience model.
-
Chip Somodevilla via Getty Images
What brands can learn from government CX initiatives
Customer experience has become a focal point for many government agencies, offering takeaways for brands looking to prioritize trust.
-
Daphne Howland/CX Dive
Nordstrom credits faster supply chain operations for improved CX
The retailer credited improved availability of popular products, better e-commerce search and discovery, and faster in-store service for sales growth.
-
Scott Olson/Getty via Getty Images
CX pays. Just look at the stock market.
The companies that provide the best CX outperform the average S&P 500 return, according to a Watermark Consulting study.
-
Retrieved from Piqsels.
Mobile shopping forecast to drive over half of online holiday sales: report
With more people shopping on mobile devices, a “tipping point” with consumer behavior is on the horizon, according to Adobe Analytics.
-
Scott Olson via Getty Images
Bloomin’ Brands turns to Delta executive to lead the company amid CX push
Delta COO Mike Spanos can apply his customer experience expertise to help turn around sales at the restaurant company’s struggling brands.
