Wendy’s wants good experiences to drive frequency as consumers pull back spending

Customer satisfaction on orders were up significantly year over year, but it wasn’t enough to offset a negative quarter.

Pinterest has ‘effectively become an AI-enabled shopping assistant,’ CEO says

The platform is focusing on AI-powered visual search and product discovery, leading to cumulative gains across the business, CEO Bill Ready said.

Stressed, bored and curious: How consumers are approaching food shopping right now.

Shoppers don’t just want retailers to echo their economic anxieties — they want help discovering new food and beverages, the Kearney Consumer Institute found.

Airbnb charts AI-first path as it expands customer service agent

“I think you can’t do travel planning without AI going forward,” CEO Brian Chesky said.

Duolingo went ‘AI-first’ and then came the consumer backlash

CEO Luis von Ahn acknowledged that the company’s customer growth, while still impressive, was dampened by his AI commentary.

Warby Parker to end home try-on program as it focuses on stores, digital experience

The eyewear company said the vast majority of the program’s users live within 30 minutes of one of the retailer’s 300 stores.

Burger King, Tim Hortons see highest customer satisfaction in years

The burger chain's customer satisfaction rose following improvements in areas like friendliness and order accuracy, while Tim Hortons’ focus on faster speed of service paid off.

McDonald’s loyalty program is making progress, but executives see work ahead

With the vast majority of U.S. consumers already visiting McDonald’s, CEO Chris Kempczinski sees loyalty-driven frequency as the key for sales growth.

Bipartisan call center bill seeks to deter offshoring, disclose AI use

The Keep Call Centers in America Act would limit access to grants and loans for companies that move customer service jobs overseas.

Companies are charging for better customer support. But should they?

From Delta Air Lines to Meta, a variety of businesses are testing tiered customer service. While it encourages loyalty in some industries, it can erode trust in others.

Yum Brands turns to AI to aggregate social media, third-party reviews

The Byte system of AI technologies is helping power advanced voice of the customer tools while improving the drive-thru experience, executives said on a Q2 2025 earnings call.

Starbucks sees a CX future in its coffeehouse roots. Is that enough?

Though there are signs of improvement, the coffee chain is up against a changed customer base. The standards pioneered during its rise are now table stakes for any coffee vendor.

Etsy bets on its app as declines persist

The company’s ranking model has lost steam, so it is retooling its platform to leverage large language models and generative AI.

Wayfair’s curated product program boosts customer satisfaction

“The verified checkmark provides a guidepost for shoppers as they navigate our endless aisle, and the response from customers has been very positive,” CEO Niraj Shah said.

JetBlue boosts customer satisfaction, says financial gains will follow

“We believe that on-time performance and customer satisfaction are leading indicators for improved financial performance and that running a strong operation is essential,” CEO Joanna Geraghty said. 

Wingstop eyes loyalty program pilot for Q4

The fast casual chain will leverage learnings from 60 million digital customers as part of its upcoming launch to create a differentiated membership program.

Amazon zeroes in on delivery speed, pursues greater AI ambitions

The digital retailer is sharpening its experience with faster delivery while rolling out Alexa+ to more users ahead of what CEO Andy Jassy sees as an AI-driven future.

JetBlue, United joint loyalty program cleared for takeoff

With approval from the Department of Transportation in hand, the two airlines plan to proceed with its Blue Sky program and roll out customer benefits this fall.

Sprouts’ loyalty program commences national rollout

Live at approximately 75 stores and fully implemented across its home state of Arizona, the specialty grocer’s program is on track to reach all stores by the end of October. 

Ebay CEO: AI ‘continues to fundamentally change’ customer experience

Agentic commerce is a small part of the digital retailer’s business, but “it has a nice growth rate,” CEO Jamie Iannone said on a Q2 2025 earnings call.

Southwest, after overhauling customer offerings, fails to see a ‘measurable’ impact

The airline's passenger revenue fell, and executives acknowledged its Rapid Rewards loyalty program has not done as well as they would like.

White Castle offers robot delivery in Chicago with Uber Eats, Coco

The slider chain said delivery robots may help it reduce parking lot congestion and speed up service.

4 takeaways from Starbucks’ customer experience plans

The company is laying the foundations to make Starbucks “once again the gold standard in customer service” and is planning to revamp its loyalty program next year, CEO Brian Niccol said.

Temu doesn’t properly assess illegal products on its platform: EU Commission

The fast fashion giant remains under investigation for allegedly addictive design features and a lack of transparent recommendation system.

Starbucks puts human connection at the forefront of new service strategy

As the coffee chain prepares to deploy the Green Apron Service plan nationwide, it is building on an eight-week pilot across 1,500 stores.