Frontier focuses on its value proposition as leisure travel tapers off

The budget carrier is cutting flights during off-peak days and emphasizing its bundled offerings.

Etsy is leveraging AI to boost personalization

In its latest earnings call, the marketplace said personalized homepages yielded nearly double the engagement compared to those without personalization.

EBay rolls out conversational AI shopping agent

The tool offers suggestions and advice based on customers’ shopping preferences to assist with product discovery.

Airbnb brings AI customer service agent to half of US customers

“It's already led to a 15% reduction in people needing to contact live human agents," CEO Brian Chesky said.

How grocers can meet Gen Z’s digital expectations

This generation’s needs should serve as the playbook for creating omnichannel capabilities that highlight value and authenticity while bettering the in-store experience, sources said.

Amazon remains bullish on AI as Alexa+ rolls out

The AI agent has reached more than 100,000 users to a positive early response, but Amazon is just beginning to reinvent CX through AI, according to CEO Andy Jassy.

How negative reviews can actually improve customer satisfaction

Negative reviews can harm a brand’s reputation, but research shows there are benefits, too, especially when a company responds effectively.

Updated May 7, 2025

Wendy’s to deploy drive-thru AI to over 500 restaurants this year

The chain has already installed Fresh AI at over 160 units as part of its larger strategy to improve the customer experience.

Shake Shack rolls out digital menu boards, combos to speed up drive-thru

The drive-thru efforts build on five consecutive quarters of improvements to speed of service and order accuracy.

What a White House-Amazon kerfuffle says about tariffs, prices and talking to customers

Amazon says it decided against telling shoppers how new duties affect prices, a plan the White House slammed as “hostile and political.” But is it a good idea? Yes and no.

For eBay, experiences are all about AI

More than 10 million unique sellers have used Magical Listings, which simplifies product listing using AI.

Consumers waffle over using social, generative AI to shop

Customers may not be comfortable with advanced shopping tech and allowing AI to analyze their personal data, according to a KPMG report. 

Tariffs threaten to erode brand loyalty, Wunderkind survey finds

If prices rise, nearly 2 in 5 consumers will shop for the best deals, even if that means going elsewhere.

Lowe’s expands in-store pilot of kitchen visualization tech

After initial tests last year, the home improvement retailer is bringing its Style Studio tech to stores in California and Texas for three months.

Starbucks’ employee, algorithm investments show signs of paying off

Pilot programs last quarter proved workers, not equipment, are the key to solving Starbucks’ low throughput woes, according to CEO Brian Niccol.

Should companies tie NPS scores to employee bonuses?

Businesses that peg net promoter scores to pay say it elevates customer experience mandates. But experts warn that without proper guardrails, the metric's reliability is at stake.

Online retailers in the US spent an average of $400k on AI last year

Despite aiming that investment at customer experience, 30% of executives told Storyblok that the tech only slightly improved the shopper’s experience.

JetBlue touts customer satisfaction as travel demand slows

Like other airlines, JetBlue is leaning on premium offerings and its loyalty program as consumers pull back on travel.

Satisfaction with government services faces headwinds in 2025

While the metric has been increasing, there is still a sizable gap between government and other industries, Qualtrics found.

Consumer expectations plunge at fastest pace since 1990 recession

“Some measures of expectations on both the business and consumer fronts look outright recessionary,” Goldman Sachs Chief Economist Jan Hatzius said.

Uber becomes Delta’s latest loyalty program partner

SkyMiles members earn one mile per eligible dollar spent on UberX rides to and from airports, among other benefits.

Customer service worker shortage grew in Q1, despite wage increases

Worker burnout is causing more employees to quit and fewer candidates to apply, according to a Resume Now report.

Updated April 28, 2025

Instacart to introduce quality scores for workers

The grocery technology company will provide performance feedback that incorporates factors like the total number of items found, requested refunds and damaged products.

Google keeps feedback, experience top of mind as it expands AI search

A more advanced version of AI Overview, called AI Mode, is collecting feedback from more advanced users that could inform the general search experience.

American Airlines touts loyalty wins as revenue growth stagnates

Despite weaker travel demand in the main cabin, the carrier, like Delta Air Lines and United Airlines, pointed to its loyalty program and premium offerings as strengths.