Grocers face state and federal lawmakers’ scrutiny over ‘surveillance’ pricing

A slew of recently introduced bills aim to restrict how retailers use consumer data to make pricing decisions and some even ban electronic shelf labels.

Half of consumers prefer brands that don’t use generative AI, Gartner finds

Consumers who are ambivalent or distrust the technology may walk away if they feel forced to use AI, one analyst said.

Why consumers love, and sometimes hate, tiered loyalty programs

Tiers add flexibility and exclusivity, but when done wrong they can feel frustratingly slow or complex.

Costco sued by customer seeking tariff refunds

The proposed class action suit seeks to recoup IEEPA-tariff costs an Illinois customer alleges the retailer passed on through higher prices.

Knowledgable customers show more brand loyalty, study finds

“Uncertainty can be aversive,” one researcher said. Brands can boost loyalty by helping consumers gain confidence in their product knowledge, according to a study published in the Journal of Marketing Research.

E-commerce retailers plan hefty investments in agentic commerce, study finds

Top applications include Al-powered product discovery, Al chatbots and personalized recommendations.

Dick’s pulls back on Foot Locker closures amid store pilot success

A new format is performing so well that Dick’s plans to expand it to 250 Foot Locker stores by this fall — and will shutter a “much smaller” list of locations.

Ulta sees AI as a personalization tool — and its loyalty program as the fuel

AI “will enable us to deliver relevance, inspiration and expertise seamlessly across the guest beauty journey,” CEO Kecia Steelman said.

Petco to relaunch loyalty program later this year

Petco views experiential offerings catered towards its most valuable customers, highly invested pet parents it calls "passionate explorers," as key to returning to growth.

Dollar General to introduce new store format, pilot subscription program

The discount retailer's efforts are meant to enhance customer experience and drive discretionary spend.

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

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.

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.

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.

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?”

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.

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.

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.  

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.

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.

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.

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.

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.

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.

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.