The Latest

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  Stitch Fix’s CX investments drive engagement, but growth not yet in reach

  The company’s Stylist Connect feature has boosted client retention, contributing to its goals for long-term, durable active client growth by fiscal year 2027.

  Updated March 13, 2026

  Strategy

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  Frictionless payments encourage consumers to purchase more — and overspend

  About half of consumers say they spend more at checkout when the process is fast and frictionless, a NMI survey found.

  Strategy

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  Kohl’s is investing in a better omnichannel experience. Is it enough?

  Kohl’s is making it easier for customers to engage with the company online and in-store, but the changes may not address the brand’s core CX problems.

  Strategy

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  Back to CX Basics: What makes for a great loyalty program?

  Consumers only use about five loyalty programs on average, and they are looking for options that offer simplicity, speed and relevance.

  Loyalty

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  Hilton launches generative AI agent to help customers plan trips

  Users of the beta AI concierge can ask such questions as, “Where can I stay during peak cherry blossom season?”

  AI & Automation

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  Opinion

  If CX drives results, why is it still fighting for credibility?

  Many CX teams know their work impacts the bottom line. The challenge is proving it before the outcome gets absorbed into someone else’s dashboard.

  Strategy

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  Horizon Media pilots AI solution to detect cultural shifts mid-campaign

  The tool developed by Sightly and Vurvey Labs helps brands quickly respond to news developments that could affect perceptions of campaign messaging.

  Personalization

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  Consumers prefer talking to people in customer service

  Two-thirds of consumers are not confident with how companies use generative AI to interact with customers, a Pegasystems survey found.  

  Customer Service

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  FCC tackles call center offshoring with proposed rules

  The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

  Customer Service

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  New Kroger CEO wants to accelerate turnaround

  The company will focus on improving the store experience and cutting prices as it strives to grow faster, said Greg Foran, who recently took over as the grocer’s chief executive.

  Strategy

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  Costco ties digital personalization to $470M in sales growth

  Personalized product recommendation carousels and modernized display pages are driving e-commerce sales and traffic, CFO Gary Millerchip said.

  Personalization

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  How agentic AI is shifting the digital shopping landscape

  Agentic AI is throwing a wrench into the brand-customer relationship, as customers increasingly seek out third-party AI tools to research brands and services and shop.

  AI & Automation

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  Delta shakes up CX, customer service leaders

  Chief Customer Experience Officer Erik Snell will become CFO, while current CFO Dan Janki will oversee customer care as chief operating officer.

  Strategy

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  Victoria’s Secret & Co. ends Adore Me subscription offering

  The intimates company also initiated a strategic review of the personal styling service DailyLook, which it acquired through the Adore Me transaction.

  Loyalty

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  Financially squeezed consumers forego brand loyalty in search of value

  Brands that consistently communicate their value and emphasize convenience are best positioned to maintain loyalty, EY-Parthenon found.

  Strategy

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  Best Buy wants to be at the forefront of agentic AI discovery

  “As agentic commerce matures, we want to serve our customers in new ways, both on and off of platforms,” CEO Corie Barry said.

  AI & Automation

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  What’s essential for AI shopping assistant success

  The biggest risk isn’t falling behind on deployment — it’s deploying before the organization is ready, experts say.

  Updated March 12, 2026

  AI & Automation

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  Apple, Google wallets get personal

  Beyond payments, the digital wallet is a platform for commerce with software startup Badge trying to help brands expand their wallet presence.

  Loyalty

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  Target plans $1B investment in the guest experience for 2026

  “It's about doing the work to build connections with new guests, deepen relationships with existing guests, and earn back trust,” CEO Michael Fiddelke said.

  Loyalty

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  Southwest continues ‘refining’ assigned seating

  Southwest says it's taking customer feedback to heart and is improving the boarding experience with better balanced boarding groups, more overhead bins and designated bin space for extra legroom reservations.

  Loyalty

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  TD aims to retain its branch ‘essence’ amid brand refresh

  As the bank leans into digital banking, it wants to meet evolving consumer expectations, deepen relationships and retain customers.

  Loyalty

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  Michaels revamps loyalty program with an eye on top-spending customers

  The craft retailer is revamping its tiers, adding another rewards level for its most loyal — and spendy — customers.

  Loyalty

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  Gartner challenges assumption that AI will be cheaper than human support

  AI is supposed to cut customer service costs, but Gartner predicts that by 2030, costs per resolution for generative AI will exceed $3 — more than many offshore agents.

  AI & Automation

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  Duolingo looks to limit friction as key metric of growth slows

  Adding ads and subscription upsells to the free experience has increased revenue, but it  comes at the expense of daily active user growth, CEO Luis von Ahn said.

  Strategy

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  The No.1 barrier to exceptional service, according to employees? Staffing.

  Staffing concerns have increased at the same time that employers are reducing headcount and asking employees take on more work, Gallup found.

  Updated Feb. 27, 2026

  Strategy

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