The Latest
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Macy’s credits store experience with record Q3 NPS
Investments to in-store customer service helped drive the strongest comparable sales growth in 13 quarters, CEO Tony Spring said.
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CX has an AI adoption problem, but don’t blame the technology
“It’s about people,” EY’s Patricia Camden said. “Organizations are adopting AI technically, but they're not enabling it culturally.”
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ChatGPT launches shopping research feature
OpenAI aims to streamline the comparison shopping process as it transforms ChatGPT into an e-commerce destination.
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How AI shaped the Cyber Week experience, for better and for worse
Brands that honed their tools in advance of the shopping holiday helped customers complete purchases quickly, according to Gartner’s Kassi Socha.
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Consumers can’t tell the difference between humans and AI
However, nearly 70% of consumers still prefer speaking with a human, a Twilio survey found.
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Courtesy of Choice Hotels International
The key to hotel guest loyalty? Flexibility and value.
Choice Hotels VP of Loyalty Nandika Suri shares how evolving traveler demand shaped the hotel company’s latest loyalty program enhancements.
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Unclear discounts put a damper on the Black Friday experience
Many retailers obscured their online promotions, leading to confusing experiences, CI&T’s Melissa Minkow said.
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Lyft’s agentic AI cuts resolution times, adds 24/7 support
Lyft and the AWS Generative AI Innovation Center built an “intent agent” that helped reduce average resolution time for customer support calls by 87%.
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Amazon Connect launches AI agents capable of autonomous action
The ability to seamlessly swap AI agents and human representatives is a core part of the offering, Pasquale DeMaio, VP of Amazon Connect, told CX Dive.
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Courtesy of Starbucks
Starbucks anticipates Gen Z Thanksgiving traffic surge as it revamps its experience
The chain has spent the past year working to make its on-premise experience more enticing for consumers, and Gen Z is a prime customer cohort with its affinity for coffeehouse experiences.
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Kamil Krzaczynski via Getty Images
Best Buy reports better-than-expected sales as NPS rises
The company's experience investments — from leveraging AI in the contact center to specialized training for associates — are translating into sales growth.
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Zoom says its biggest contact center customers want AI
Nine out of the ten top customer experience deals involved AI solutions, showing that the technology has become a differentiator, CEO Eric Yuan said.
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Bath & Body Works wants to make the in-store experience ‘less overwhelming’
The retailer is investing in experience as part of a turnaround strategy after third quarter results failed to live up to expectations.
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Courtesy of 7-Eleven
7-Eleven adds alcohol cash back deals
The offers are available at more than 10,000 locations nationwide through a partnership with retail technology platform Swiftly.
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BJ’s credits convenience for high digital sales growth
AI is predicting the most efficient paths for associates to collect the items for orders, making the process about 40% more efficient.
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How Amazon, Target and Walmart are approaching AI in customer experience
The companies are looking at ways to integrate the technology to support their foundational experiences while exploring the potential of third-party partnerships.
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Intuit, OpenAI launch partnership to provide consumers personalized advice
Consumers will be able to use Intuit apps, like TurboTax, Credit Karma and QuickBooks, directly on ChatGPT.
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Scott Olson / Staff via Getty Images
Lowe’s virtual assistants boost satisfaction and sales
Customers who engage with Mylow online convert at more than double the rate of those who don’t, providing “clear evidence that AI is simplifying decision-making and driving sales,” CEO Marvin Ellison said.
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Courtesy of Google
Google delivers new AI shopping tools in time for the holidays
The features include price tracking and the ability for AI to call stores to ask if products are in-stock.
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Kaarin Vembar/CX Dive
Walmart’s incoming CEO sees AI as a ‘strong enabler’ of its experience
The retailer is building a multimodal experience incorporating voice, text and video on a more relevant and personalized platform, executives said on an earnings call.
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Courtesy of Klarna Group
Klarna says its AI agent is doing the work of 853 employees
The buy now, pay later firm says the technology has saved the company $60 million, though customer service and operations costs are still up year over year.
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Courtesy of Target
Target to launch ChatGPT app with multi-item baskets, fresh food
The mass retailer is deepening its work with OpenAI as consumers continue to turn to generative chatbots for shopping support.
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Daphne Howland/CX Dive
Target updates operations so associates can spend more time with shoppers
Michael Fiddelke is making CX improvements one of the pillars that could help Target return to sales growth as he prepares to take on the CEO role.
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Consumers want to connect with lenders via text, not apps
RCS messaging is gaining momentum and can help financial service providers collect payments, boost consumer engagement and win market share, a recent survey found.
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Home Depot benefits from fast delivery and well-stocked shelves
Customer satisfaction is on the rise, though CX investments weren’t enough to uplift disappointing sales growth.
