Samsung turns to AI to bridge the customer intent service gap

The technology can help inform an agent beforehand on the reason behind a call and provide callers with links to set up appointments.

Will CX teams continue to grow?

CX programs grew last year, but economic headwinds and budgetary pressures could bring stagnation this year. 

5-star experiences drive long-term customer value

Five-star ratings lead to higher repeat purchase rates and more word-of-mouth advertising, Gartner’s Brad Jashinsky said.

Starbucks streamlines beverage making, creates role to speed service

The Siren Craft System, rolling out across the U.S. and Canada by the end of July, aims to help baristas and managers anticipate demand and improve experience.

Kroger steps up drive to promote value for customers

The retailer will offer shoppers extra savings opportunities, free items and cut-rate access to its Boost membership program for two weeks.

Information overload: How too many reviews overwhelm shoppers

Reviews can help inform customers, but too many can hinder the shopping experience, overwhelming consumers to the point of decision paralysis.

Mobile apps drive fast food satisfaction — so long as service is speedy

High-quality mobile apps can be central to the fast food experience if they enable improvements across the entire customer journey.

Self checkout boasts ‘record’ year: report

The U.S. is the world’s largest self-checkout market, driven in part by supermarket chains and c-stores, even as some retailers pull back on the tech. 

The Supreme Court struck down the Chevron doctrine. What does that mean for CX leaders?

Consumer rights groups say the decision jeopardizes federal regulations meant to protect the public. CX leaders in all industries will have to constantly adapt.

After installing self-service kiosks, Ikea says it can assist 6 times as many customers

The Upptäcka self-service kiosks allow associates to spend more time helping customers with complex questions about home furnishing, the company said.

The IRS is getting better at answering customer calls

Though the agency has returned service to pre-pandemic levels, it has a long way to go, particularly when it comes to offering taxpayer services by phone, according to a new report.

HubSpot reports nearly 50 customer accounts compromised

The customer relationship management vendor said it notified all impacted customers, but it has not publicly disclosed how attackers gained unauthorized access.

Wyndham deepens AI play with guest engagement platform rollout

Wyndham Connect, in use across North America, was designed to elevate the guest experience with mobile tipping and AI messaging, while also driving revenue for franchisees.

Amazon adds step-by-step guides to its AI assistant’s capabilities

AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.

Restaurant customer satisfaction grows despite rising prices, ACSI finds

Consumers want premium experiences to help make the meal feel worth the cost, according to ACSI’s Forrest Morgeson.

How California’s ‘junk fee’ laws could impact legislation nationwide

The state is now a testing ground for rules affecting how hotels and other accommodations display mandatory fees.

Bank of America gets top marks for desktop user experience, study finds

“Their online banking account management excels with its information and reporting, payments and transfers, and self-service options,” Keynova Managing Director Susan Foulds said.

California changes junk fee disclosure for restaurants

The state says restaurants, bars, grocery stores and grocery delivery services are exempt from new transparency rules set to go into effect Monday.

Walgreens promises better CX as it shrinks store footprint

The pharmacy retailer is working on reducing wait times for patients and improving backend automation to boost customer experience.

Citi tops list of bank customer satisfaction for financial advice

Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.

Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors

Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.

Companies don’t need pricey tech to improve customer service, Gartner says

Careful planning and data organization can help companies resolve customer service journeys in fewer channels without breaking the budget.

Customers want rewards and exclusive perks from loyalty programs, survey finds

Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.

For call centers, cost cuts still fuel the offshoring allure

Budget pressure and certain CX benefits make offshoring attractive, but data security and legislative concerns mean the move isn’t without risk.

Customer experience scores plummet to record lows, Forrester finds

For most companies, performance dropped across three metrics — effectiveness, ease and emotion. Only airlines bucked the trend.