Retailers enter a generative AI feedback loop

The industry is turning to AI to better understand the technology itself, all with the hope of capturing consumer attention.

T-Mobile sets its sights on eliminating the ‘pain’ of signups and upgrades

Digital tools can make the carrier’s upgrade and signup processes feel “like a transaction you're doing in 2025 rather than in 2002,” COO Srini Gopalan said.

American courts customers with premium experiences

While main cabin revenue has faltered in recent quarters, premium revenue has grown, and American Airlines is eager to meet the rising demand.

Lyft adds free loyalty program to its subscription lineup

The rideshare company has found success with fee-based programs like Lyft Pink but sought to introduce a program without additional costs, CEO David Risher said.

Southwest’s NPS bounces back after elimination of marquee policies

The airline is turning the corner after a shaky start to its transformation plan that coincided with a dip in travel.  

Airbnb continues focus on travel experiences with new social features

Travelers now have the ability to message each other, reconnect after an activity and see who has already booked an experience they are considering.

Amazon’s latest AI tool wants to help you decide between products

Help Me Decide suggests the right product for a customer’s needs based on their browsing activity, searches, shopping history and preferences.

Hospitality guests’ No. 1 AI concern: the loss of human touch

“When consumers express concern about losing the human touch in hospitality, they aren’t rejecting the technology; they’re rejecting cold service,” Reputation’s Liz Carter said.

Wyndham debuts subscription program in latest loyalty play

The $95 per year Wyndham Rewards Insider platform offers cost savings “across nearly every aspect of travel,” including entertainment, via a new collaboration with Ticketmaster.

The future of AI may be invisible, but it shouldn’t be secret

The technology can power improved personalization and enhance digital experiences in hidden ways, but consumer trust will be essential for gathering necessary data, according to Capgemini.

Want to make a good impression online this holiday? Be reliable

The holidays are not the time to test exciting new innovations, experts say, but a good first impression can win customers long term.

Yelp adds AI Host and Receptionist to restaurant toolbox

The customizable solutions can answer diner questions, ask follow-ups and book reservations, reflecting restaurant interest in voice technology.  

A CX council might just be the key to breaking down silos

By connecting marketing, digital, operations and service teams, a CX council can ensure that what's promised in one channel is delivered in another.

Gen Z turns to third-party sites to share their gripes, or praise, of companies

Even if consumers do share their feedback, younger generations are skeptical businesses will actually use it, a Medallia survey found.

Cava ties gaming culture to loyalty rewards with Clix collaboration

A partnership with the pro Fortnite player centers on a Cava Pass Challenge that looks to drive more people to the chain’s newly revamped loyalty program.

Bilt partners with Gopuff, lets members earn or redeem points with delivery orders

The rental property loyalty program’s newest partner joins a slate of existing ones, including Amazon, United Airlines and Hilton.

Consumers embrace AI for research, but few have allowed it to make purchases

Customers are worrying over payment security, privacy and potential mistakes with autonomous AI purchases, a Riskified survey found.

AI-fueled fraud is eroding consumer trust in brands

Companies that safeguard data privacy will gain an advantage over their competitors, according to a report by Ping Identity.

Philz Coffee launches points-based loyalty program

Fresh off its acquisition by Freeman Spogli, the coffee brand is adding a new system meant to reward frequency and deepen consumer connections.

FanDuel rolls out a casino loyalty program

Members in the second tier and higher earn a portion of their net loss, the difference between what they won and lost with real money wagers, in the form of bonus casino credit.

United is focused on winning brand loyal customers

The airline is investing over $1 billion annually in customer product enhancements across all cabins and classes of service, CEO Scott Kirby said.

Google expands virtual try-on to shoes

The company is also broadening access to its try-on technology, with plans to debut it in Australia, Canada and Japan.

CX leaders need to get a seat at the AI table, executives say

Fine jeweler Brilliant Earth is looking at how AI can enhance the experience, whether through improving personalization, understanding customer sentiment, or delivering products faster.

Williams-Sonoma deploys AI agents across its brand portfolio to offer 24/7 support

The retailer expects the agents to be able to handle more than 60% of chat inquiries, increasing efficiency and reducing service costs.

Best Buy CEO: ‘Our focus is manically on the customer’

Corrie Barry says keeping the customer at the center is key to a resilient company that can keep up with changing technology and consumer behavior.