Hilton offers loyalty members option to pay with points during digital checkout

The Latest

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  United’s loyalty strategy leans on Starlink

  The airline has “a huge head start” offering high-speed in-flight Wi-Fi, CEO Scott Kirby said. “So a lot of new customers are going to try us.”

  Loyalty

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  Falling value perception is putting a magnifying glass to store CX problems

  Higher prices can make problems like reduced product selection or checkout friction stand out, HappyOrNot found.

  Strategy

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  What JetBlue first-class fares say about airlines’ premium push

  Carriers are investing in premium experiences to capture wealthier customers willing to pay more while diversifying revenue streams amid rising fuel costs.

  Strategy

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  Customer patience for bad service is wearing thin

  Keeping customers loyal doesn’t take much: respect their time, address their issues and do what you say you’ll do.

  Customer Service

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  Back to CX Basics: Why brands use BPOs for CX

  Working with a business process outsourcer offers more than simply reducing the cost to serve customers — they can help build and extend a brand.

  Customer Service

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  Southwest overhauls loyalty program, adds premium tier

  The airline's Rapid Rewards program has seen massive growth this year. Southwest's latest changes aim to reward members throughout their journey.

  Loyalty

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  Delta overhauls its most luxurious flight experience

  The airline’s refresh of Delta One is its latest effort to court customers with premium experiences.

  Strategy

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  As Albertsons embarks on a turnaround, what role will CX play?

  The grocer, which is struggling with high prices, wants to sharpen its value perception through better in-store experiences, CEO Susan Morris said.

  Strategy

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  Target’s operations app updates let associates spend more time with customers

  The myDay store app aims to put tasks into a single place where workers can determine which will have the biggest and most immediate impact on the shopping experience.

  Updated Oct. 15, 2026

  Technology

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  JPMorgan CEO warns customers of risks of third-party AI agents

  As Meta’s Muse reignites fears over AI-driven deposit flight, Jamie Dimon cautioned customers Tuesday that if they’re giving AI agents access to their bank accounts, they’re owning that decision.

  AI & Automation

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  Behind the scenes of DSW’s loyalty program relaunch

  The “Rewards at the Ready” revamp emphasizes putting more control in customer’s hands and helps the DSW VIP program stand out from the competition, DSW’s Paige Sheedy said.

  Loyalty

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  Why customers are fed up with AI chatbots

  Few things will cause a customer to immediately request — or demand — a live agent like a bot that misunderstands them.

  AI & Automation

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  Domino’s new CEO plans on ‘getting closer to the customer’

  The company will sharpen promotions through its loyalty app and improve consistency in an effort to drive greater frequency, CEO Joe Jordan said.

  Strategy

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  Why complex issues stymie AI support, and how brands can fix it

  Not passing the context of a call from self-service to human typically reflects integration issues, but it might also indicate a fractured approach to handling customer service.

  Customer Service

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  Better personalization starts with meeting customer needs — not marketing’s

  Good personalization needs the right foundation. “Start with what customers define as useful, not simply what the campaigns produce,” Deloitte Digital’s Trinadha Kandi said.

  Personalization

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  AI is ‘reshaping’ Walmart, and Sparky is leading the charge

  Advancements in AI are helping Walmart save money, which it is, in turn, reinvesting in customer experience improvements, according to U.S. CEO David Guggina.  

  AI & Automation

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  When grocery prices rise, in-store issues become more frustrating

  Grocers can’t stop inflation, but they have control over how it feels to shop their stores — and that can make the difference with customers, Axonify’s Melissa Burghardt said.

  Strategy

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  Delta’s loyalty and premium push continues to pay off

  Customers are spending more within the airline’s loyalty ecosystem, especially on premium products, CEO Ed Bastian said on an earnings call.

  Loyalty

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  Just 5% of CX programs can prove their impact on revenue

  Few companies have a proven link between CX programs and revenue, but those that do are more likely to see results from their efforts, according to CustomerGauge research.

  Data & Analytics

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  Why Gen Z, millennials are most satisfied with online banks, fintechs

  “A lot of it really does start with the idea that the fintechs are protecting their customers from fees, helping customers to protect their money,” JD Power’s Paul McAdam said.

  Strategy

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  Grocery trade groups caution FTC on overly broad pricing enforcement

  Both FMI and the NGA called for the agency to distinguish between personalized pricing and personalized promotions.

  Personalization

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  When the drive-thru feels fast and friendly, satisfaction grows

  Dutch Bros Coffee, Chick-fil-A and Starbucks ranked as not just the friendliest brands, but the ones with the highest overall satisfaction, a QSR and InTouch CX study found. 

  Strategy

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  Southwest turns notifications into rewards in loyalty campaign

  The promotion comes as the airline has seen enrollment in its rewards program jump 35%.

  Loyalty

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  McDonald’s disputes reports that it uses AI to set prices

  The chain provides franchisees with tools, resources and recommendations for pricing, but operators ultimately make menu price decisions. 

  Technology

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  Expedia adds slew of loyalty perks including lounge access for flight delays

  The online travel platform wanted to make its loyalty program simpler for members while balancing instant perks with rewards for future trips.

  Loyalty

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