Why the customer isn’t always right

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Returns season is here. What are the best practices for a good experience?

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience, experts say.

Why inflation, pricing can impact customer experience

From rising costs to dynamic pricing, prices and how businesses set them shape customers' impressions.

How to train CX professionals for AI

Employees need clear guidance, role-specific training and a “safe space” to practice.

3 predictions on how AI will transform CX in 2026

The technology has advanced rapidly, but will hurdles, from bad data to federal directives, hamper adoption?

Instacart ends controversial price tests

The pilot, which allowed some retailers to test charging consumers different prices for the same products, became a public flash point after a Consumer Reports investigation. 

Instacart to pay $60M in settlement of FTC lawsuit

The agency alleged that the company misled consumers over delivery promotion fees, made it hard to initiate refunds and did not fully disclose Instacart+ membership trial terms.

What CX leaders need to know about AI security

"If something doesn't go the way the customer wants, the customer is not going to be mad at Zendesk or Qualtrics. They're going to be mad at you,” one expert said.

American Airlines will no longer award loyalty points to basic economy flyers

The move comes as American’s main cabin revenue has faltered in recent quarters, while premium revenue has grown.

DoorDash tests AI-powered restaurant discovery app

The delivery giant’s technology chief said Zesty, now in testing in New York City and the San Francisco Bay Area, improves local restaurant visibility.

Digital experience shortfalls, proof of ROI remain major concerns

Nearly all leaders agree that digital experience orchestration is essential to their strategy, but most say they are not equipped to deliver it at scale, a Sitecore survey found.

How Vanguard uses behavioral nudges with its customers

The firm designed its digital experience for a dual mandate: to create easy and intuitive experiences and encourage better financial decisions.

Most consumers interacted with AI customer service during holiday shopping

Consumers’ response to AI and automation is largely positive, but a majority still say humans provide better support, a Liveops survey found.

Albertsons launches new offsite shopping capability

The feature allows online customers to add products, recipes, coupons and offers from media like display ads directly to their digital Albertsons cart. 

Why points-based loyalty programs will rule 2026

Rising prices are taking a heavy toll on customer loyalty, putting the flexible discounts of points-based programs in the spotlight, experts say.

Combating the consumer ‘joy deficit’ this season

Prices are high, shoppers are stressed out and anxiety-inducing marketing doesn’t help. Here’s what retailers can do instead.

Is surveillance pricing ripping off loyal customers?

If customers thought “that loyalty data were being consumed for that purpose, they would opt out of loyalty,” said Brierley loyalty consultant Don Smith.

Wells Fargo sees digital boost from branch refurbishments

The bank plans to renovate branches in Los Angeles, San Francisco and Atlanta in 2026, the lender’s head of branch systems and transformation said.

Scan-and-go, extended hours help Costco enhance its warehouse experience

The warehouse club is working to strengthen its fundamentals using additions like membership card scanners, CEO Ron Vachris said. “This isn’t about technology for technology’s sake.”

Could digital product passports transform customer experience?

Today, customer and product experiences are often separated, but DPPs force “those two worlds to merge,” said Renascence Consulting CEO Aslan Patov.

Yum Brands: Solo dining, customization are reshaping value strategy

CMO Ken Muench said the lack of control and predictability in consumers’ lives is pushing diners toward customized experiences — even when that means passing up a deal.

Rent the Runway’s NPS improvements boost financials

Net promoter score improvements reflect “a multiyear rebuild of customer trust,” CEO Jennifer Hyman said. The result was a return to positive net income.

Alaska Airlines works to simplify travel discovery with AI trip planning tool

The airline, alongside Microsoft, said the tool reduces destination planning time by 75% with personalized travel advice.

Hilton sets sail on loyalty growth with Explora Journeys partnership

The tie-up is part of the new Hilton Honors Adventures immersive loyalty program extension and will allow members to earn and redeem points on luxury ocean travel.

Chewy CEO touts trio of ‘flywheel’ offerings as loyalty grows

Chewy’s subscription, paid membership program and vet services compound retention and sales growth.