Grocery Outlet details fresh-focused store remodels

The discounter has relocated its fresh departments and improved traffic flow to make its shopping experience easier, company executives told investors.

Expedia Group AI agents handle more than half of queries, CFO says

The travel company sees AI as a way to improve its customer experience from the initial search through their entire stay.

How Warner Music Group and CBRE tackle customer data silos

Each has access to troves of data, but without clean, unified data and hypotheses, the information can appear chaotic or meaningless.

Amazon sues Perplexity over AI shopping agents

The mass e-commerce company — which alleges Comet agents are covertly making purchases for users — is open to third-party agentic commerce, but on its own terms.

Lyft, United connect their loyalty program perks

The partnership is the latest in a series of loyalty-focused updates Lyft has made to help it drive customer growth.

Sonos wants to be at the center of ‘AI personalities’

The company has “restored the quality of our software” and is now looking at the future of its experience, according to CEO Tom Conrad.

Etsy’s OpenAI partnership is ‘an early foothold’ in generative AI shopping, incoming CEO says

The work with OpenAI is a bet on the future of the channel. Agentic visits represent “a small slice of e-commerce traffic,” but share is growing, Kruti Patel Goyal said.

Updated Nov. 6, 2025

In an AI world, Nordstrom is leaning into human care

AI has a role to play, but when customers "really want the face-to-face, eye-to-eye, voice-to-voice connection,” the retailer is there to meet the need, Nordstrom’s Heather Bissell said.

AI assistants haven’t killed mobile apps — yet

As more consumers turn to AI assistants, some are leaving their apps behind, a TELUS Digital survey found.

Hertz shows wins from customer service investments, names CX chief

Customer backlash to AI-powered vehicle scans this summer did not deter AI investments in the company’s customer service operations.

Walmart introduces AI tools for in-store and online holiday shopping

The retailer’s latest AI investments span its app, supply chain and customer service operations.

Kroger, Sprouts to pioneer Instacart’s new AI tech

The grocers will be among the first retailers to implement Cart Assistant, a tool that lets shoppers build baskets by conversing with a chatbot.

What do shoppers want from AI this holiday season?

Growing attention makes AI adoption feel urgent, but that doesn’t mean businesses should rush implementation.

Marriott will lay off portion of customer engagement center workforce

The company confirmed that organizational changes are being implemented “to better reflect how our guests interact with us across channels.”

Kroger plans acceleration of AI efforts

The grocer is using the technology to operate more efficiently, improve customer experience and boost sales.

3 of the spookiest customer experiences

CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost companies. 

Giant Eagle revamped its loyalty program. The results are in.

The grocer worked with Eagle Eye to expand the benefits and tiers of its platform, which has welcomed 53,000 new households since its relaunch.

Amazon expects agentic AI to revolutionize online experiences — eventually

Third-party agents have potential but lack personalization and have a tendency to deliver the wrong information, CEO Andy Jassy said.

Starbucks is getting faster at service, CEO says

CEO Brian Niccol said investments in hiring, employee hours and improved order sequencing are contributing to higher brand affinity.

Pinterest rolls out AI-powered personalization features

The updates will turn the platform “into a personal shopping assistant” led by the technology, according to executives. 

PayPal wants to make payments easier, for you or your AI agent

The payment company is scaling its redesigned checkout experiences and preparing for a future in which agentic AI makes purchases for consumers.

Wyndham puts 250 AI agents into production

The hotelier’s agentic suite is providing support for guests, such as modifying bookings and offering travel recommendations.

Verizon ‘must shift to a customer-first focus,’ new CEO says

The company plans to strengthen loyalty, eliminate practices that detract from CX, and leverage AI to simplify offers, CEO Dan Schulman said.

JetBlue grows satisfaction as CX strategy shows signs of success

Though the airline has yet to return to profitability since the launch of its JetForward turnaround plan, the carrier has seen improvements to NPS.

OpenTable relaunches loyalty program

Diners unlock Gold status after completing six reservations during a 12-month period, gaining access to six-months free of Uber One and priority status for last-minute reservations.