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.

How CX leaders can overcome confirmation bias and build influence

Confirmation bias about the CX practice can either derail a leader’s early influence or reinforce it. It all depends on how they use the first 100 days.

Starbucks’ on-premise experience could stave off coffee competitors

Starbucks CEO Brian Niccol said the chain’s emphasis on a coffeehouse atmosphere would result in consumers choosing the chain over “soulless” options.  

When holiday deals cause customer confusion, skepticism

In an attempt to boost revenue and gain market share, brands often overpromise and underdeliver on holiday promotions.

Cracker Barrel aims to win back traffic ‘one guest at a time’

Guest metrics are on the rise for elements like service and experience, CEO Julie Felss Masino said. But the improvements weren’t enough to reverse negative sales and traffic trends

Who is willing to pay for premium experiences?

Consumers are more willing to splurge on superior experiences when they feel optional or deliver enjoyment, KPMG found.

Coborn’s to implement AI-based pricing system

The Minnesota-based grocer is adding the new pricing system as it takes steps to expand its footprint and build “differentiated retail experiences.”

Retailers band together to maintain customer relationships as third-party AI grows

As more consumers turn to third-party AI tools in their shopping journeys, who owns that experience?

Stitch Fix stems active client losses as attention turns to personalization

Recent launches like Stitch Fix Vision and AI Style Assistant are attracting clients who stay with the company longer and spend more, CEO Matt Baer said.

How Amazon fights counterfeits and fake reviews

The retail giant is taking a comprehensive approach, proactively removing suspect reviews and bringing counterfeiters and fake review brokers to court.

Kroger targets convenience and flexibility in e-commerce

The company is investing in digital experiences, including a cart assistant, in pursuit of reaching a profitable e-commerce business next year, executives said on an earnings call.

Ashley offers AI-powered shopping experience

The partnership with Perplexity and PayPal allows customers to ask for product recommendations, add items to cart and complete payment in a single step.

How widespread are AI-caused job cuts?

Businesses from Atlassian to Salesforce have laid off customer service workers in recent months, pointing to the efficiencies gained by AI.

Subway resurrects Sub Club after 20 years

Consumers who buy three footlong sandwiches earn a fourth one free, offering a major discount for value-conscious customers. 

Albertsons launches agentic AI shopping assistant

The tool can generate meal plans, reorder frequent purchases and find recipes based on what customers have in their homes, among other features.

Inside Samsung’s investment in a US contact center

When deciding where to locate a contact center, cost isn’t the only factor.

PNC wants human-level quality in its digital experience

The Pittsburgh-based lender aims to launch its new mobile app in the first half of next year, said Alex Overstrom, the super-regional’s head of retail banking.