The Latest
-
Courtesy of The National Retail Federation
In the age of AI, REI is turning to its human employees to win
The retailer’s “green vest” associates serve as a key differentiator — both in stores and online — in an increasingly AI-driven world, according to CEO Mary Beth Laughton.
-
Freepik.com
Sponsored by GlanceThe customer experience reset after the AI rush
AI promises speed, but 600+ consumers report more loops, frustration and declining trust.
-
Michael M. Santiago via Getty Images
How Dine Brands, Michael Kors introduce data to employee workflows
The parent company of Applebee’s is using tablets to speed up service, while Michael Kors offers its associates data to improve their clienteling capabilities.
-
Getty Images
Delivery minimums, return and restocking fees can cost business
About two-thirds of consumers consider return policies when choosing retailers and say that return policies “at least sometimes” impact their purchases, according to FedEx.
-
Courtesy of Walmart
Walmart: This year, AI tinkering ‘becomes transformation’
A year from now, customers will look back and realize just how much has changed about the shopping experience, Walmart’s Daniel Danker predicts.
-
Bryan Wassel/CX Dive
Why 2 companies build loyalty as quickly as possible
Customers don’t just expect basic personalization, but tailored experiences from the moment they arrive, leaders from Fabletics and Sweetwater Sound said at NRF.
-
Courtesy of 7-Eleven
Customers want flexible commitment, value from subscriptions
Nearly 2 in 5 consumers prefer pausing over canceling, “proof that control and choice keep subscribers loyal,” Recurly found.
-
Courtesy of Rivian
Rivian hires chief customer officer ahead of R2 launch
Greg Revelle will oversee the EV maker’s go-to-market strategy, including leading sales, marketing and operations.
-
Justin Sullivan via Getty Images
Taco Bell aims for memorable, not frictionless, experiences
Fast, easy experiences are part of good CX, but they aren’t the most important ingredient, Taco Bell’s Dane Mathews said at NRF.
-
Mario Tama via Getty Images
Delta posts loyalty gains as premium revenue soars
Total loyalty revenue grew 6% year over year, and premium revenue rose 7% year over year as the carrier recorded $5 billion in pre-tax profit.
-
Peyton Bigora/CX Dive
Kroger taps Google Gemini, announces more key AI moves
The expanded partnership with Google Cloud includes the launch of an AI-powered personal shopping assistant for customers and builds on the grocer’s growing fleet of AI capabilities.
-
Getty Images
How True Classic takes a proactive approach to the last mile
Customers should feel cared for after they make a purchase, not like they need to go looking for answers, according to True Classic’s Jordan Gesky.
-
Courtesy of Walmart
Walmart teams up with Google’s Gemini for AI-assisted shopping
Incoming CEO John Furner said the company is rewriting the retail playbook, in part with new agentic AI capabilities.
-
Courtesy of Beyond Yoga
How rising retail brands use influencers to combat digital overload
At NRF’s Big Show, execs from Mejuri, Coterie and Beyond Yoga emphasized the power of community in amplifying brand messages and viral moments.
-
Bryan Wassel/CX Dive
How Home Depot, Wayfair executives are preparing for an agentic AI future
The technology is redefining how customers interact with brands, but at least some parts of shopping will remain a human experience, executives said Sunday at NRF.
-
Courtesy of Amazon
Amazon to roll updated Dash Carts into more Whole Foods stores
The latest version of the smart carts, which includes a real-time savings tracker, will expand to more than 25 of the specialty grocer’s locations this year.
-
Courtesy of Google
Google Cloud wants to help brands build their own agentic AI bots
With Gemini Enterprise for Customer Experience, companies can create shopping and customer service agents that support contact center operations.
-
Tomohiro Ohsumi / Stringer via Getty Images
California law gives food delivery customers right to talk to a human
The legislation puts guardrails around how food delivery companies handle service issues and to what extent it can rely on automation.
-
Getty Images
Consumers want price monitoring, 24/7 support from AI agents, survey finds
Customers are embracing AI for product discovery and customer service, but trust remains a barrier to wider adoption, IBM Institute for Business Value and National Retail Federation found.
-
Getty Images
American Airlines rolls out free Wi-Fi to loyalty members
“The race to reliable Wi-Fi has now turned into a race for free Wi-Fi for the major legacy carriers,” Going travel expert Katy Nastro said.
-
Getty Images
Q&AHow agentic AI will lure shoppers
It’s likely to be through a gradual process of trust-building and smaller purchases, a payments executive predicts.
-
David Becker via Getty Images
When consumers are financially stressed, they look for reliability
Only about half of consumers are financially secure, the Qualtrics XM Institute found. Those feeling insecure are more risk-averse and less tolerant of friction.
-
Retrieved from Refuel.
Refuel refreshes loyalty program
The South Carolina-based retailer’s updated rewards platform includes increased fuel discounts and more personalized offers for customers.
-
Apu Gomes via Getty Images
Can pricing strategies maintain customer loyalty?
Consumers are seeking value over loyalty and reducing their spending as they feel the pinch of persistent price hikes and economic uncertainty, a Capgemini report found.
-
Joe Raedle via Getty Images
Late delivery? Proactive communication can save the experience, study finds
Brands should own the experience, communicate quickly and offer solutions when the last mile goes wrong, according to Alorica’s Jadah Hawkins.
-
Getty Images
FTC nixes order against AI startup, citing Trump directive
The FTC had previously alleged that Rytr engaged in an “unfair business practice” by offering a service that was likely to “pollute the marketplace with a glut of fake reviews.”
