The Home Depot beefs up digital shopping experience for pros

As it pursues home improvement professionals, the retailer is enhancing the online experience with tools for better project management.

Why REI treats CX as a critical business function

The outdoor retailer is focused on doubling down on its differentiators, REI’s Clay Walton-House said. That means investing in its elevated services and member experience.

BNPL usage surges amid affordability woes, study finds

As more consumers turn to short-term financing, CX experts suggest retailers offer the payment option for mid- to high-ticket discretionary items — and not as a form of credit for small purchases.

Shoppers want some personalization, but brands can take it too far

Nearly all consumers are at least neutral toward back-in-stock alerts, one study found. But for some, personalization based on information they never shared feels uncomfortable.

Lowe’s launches subscription service for in-home maintenance

For $99 annually, HomeCare+ subscribers can have two in-home visits a year, spanning services like electric dryer vent cleaning and electric water heater flush.

3 CX priorities leaders are focused on this year

At Qualtrics' X4 in Seattle, thousands of CX practitioners gathered to discuss how much the customer experience practice has grown, while highlighting the need for executive sponsorship and buy-in across the enterprise. 

Surveillance pricing threatens consumer trust and loyalty

“If people feel like the price is based on ‘who I am’ instead of what the product actually costs, that feels really icky,” Experience Investigator’s Jeannie Walters said.

Customers check returns policies before they buy, study finds

Generous returns policies can win over new customers, while the opposite can cost businesses customers’ trust, recent surveys found.

At Bob’s Discount Furniture, customer satisfaction tops 90%

Associates create a “low-pressure sales environment” that differentiates the furniture retailer's customer experience from competitors, President and CEO Bill Barton said.

How Kaiser and Dell Technologies approach data analytics for customer experience

AI has made data analytics easier, but companies need human judgment to improve the experience, executives said at a Qualtrics X4 panel Wednesday.

Williams-Sonoma aims to infuse its product authority in AI experiences

The technology is improving customer service, product discovery and the last mile — and it may soon land in the hands of store associates, executives said on an earnings call.

El Pollo Loco adds big experiences to loyalty program

Personalized offers, bonus rewards and access to menu items and events, like the 2026 Major League Soccer All-Star Game, could boost engagement.

How CX leaders can actually prove ROI

If CX wants more credibility, it has to stop reporting activity and start translating experience improvements into outcomes leadership already values.

Grocers face state and federal lawmakers’ scrutiny over ‘surveillance’ pricing

A slew of recently introduced bills aim to restrict how retailers use consumer data to make pricing decisions and some even ban electronic shelf labels.

Half of consumers prefer brands that don’t use generative AI, Gartner finds

Consumers who are ambivalent or distrust the technology may walk away if they feel forced to use AI, one analyst said.

Why consumers love, and sometimes hate, tiered loyalty programs

Tiers add flexibility and exclusivity, but when done wrong they can feel frustratingly slow or complex.

Costco sued by customer seeking tariff refunds

The proposed class action suit seeks to recoup IEEPA-tariff costs an Illinois customer alleges the retailer passed on through higher prices.

Knowledgable customers show more brand loyalty, study finds

“Uncertainty can be aversive,” one researcher said. Brands can boost loyalty by helping consumers gain confidence in their product knowledge, according to a study published in the Journal of Marketing Research.

E-commerce retailers plan hefty investments in agentic commerce, study finds

Top applications include Al-powered product discovery, Al chatbots and personalized recommendations.

Dick’s pulls back on Foot Locker closures amid store pilot success

A new format is performing so well that Dick’s plans to expand it to 250 Foot Locker stores by this fall — and will shutter a “much smaller” list of locations.

Ulta sees AI as a personalization tool — and its loyalty program as the fuel

AI “will enable us to deliver relevance, inspiration and expertise seamlessly across the guest beauty journey,” CEO Kecia Steelman said.

Petco to relaunch loyalty program later this year

Petco views experiential offerings catered towards its most valuable customers, highly invested pet parents it calls "passionate explorers," as key to returning to growth.

Dollar General to introduce new store format, pilot subscription program

The discount retailer's efforts are meant to enhance customer experience and drive discretionary spend.

Stitch Fix’s CX investments drive engagement, but growth not yet in reach

The company’s Stylist Connect feature has boosted client retention, contributing to its goals for long-term, durable active client growth by fiscal year 2027.

Updated March 13, 2026

Frictionless payments encourage consumers to purchase more — and overspend

About half of consumers say they spend more at checkout when the process is fast and frictionless, a NMI survey found.