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.

Albertsons’ loyalty program continues upward trajectory

Membership in the Albertsons for U loyalty program rose 13% year over year to 48.7 million people.

Why holiday season store experiences should be helpful but unobtrusive

Holiday shoppers are often busy and stressed, and a retailer that turns the holiday rush into a smooth, enjoyable experience can earn loyalty without the need for flashy gimmicks.

Walmart, OpenAI partner for purchases in ChatGPT

As part of a larger partnership, the mass retailer will be available through the AI chatbot’s new Instant Checkout feature.

Cava adds tiers, status matching to rewards program

Consumers who can prove elite status in select loyalty programs at other brands will be able to slot seamlessly into the higher tiers of Cava’s system.

Ahead of the holidays, consumer sentiment remains muted

Nearly 1 in 5 consumers are switching retailers — a tactic used mostly by younger generations, according to Wunderkind.

Consumers see live human customer service as key to loyalty

Nearly three in five consumers say help from real people helps create trust, according to a Ricoh survey.

Delta says its ‘relentless focus’ on customer experience pays off

The air line roared into the fourth quarter, reporting $15.2 billion in revenue, led by premium, corporate and loyalty.

Stitch Fix pilots generative AI style experience

Stitch Fix Vision uses tech to provide clients with an image of their likeness in different environments wearing shoppable outfits.

CX leaders need to drive AI governance before it’s too late

Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.

Why brands should stand firm on their values despite the fear of backlash

Executives discussed the importance of brand values in growing loyalty and the future of inclusive strategies during Advertising Week New York.

For luxury brands, brick-and-mortar reigns, but online experience falls flat

Luxury clients said personalized suggestions that fit their style and enhanced product visualizations would make their online experience more rewarding.