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.

Macy’s credits store experience with record Q3 NPS

Investments to in-store customer service helped drive the strongest comparable sales growth in 13 quarters, CEO Tony Spring said.

CX has an AI adoption problem, but don’t blame the technology

“It’s about people,” EY’s Patricia Camden said. “Organizations are adopting AI technically, but they're not enabling it culturally.”

ChatGPT launches shopping research feature

OpenAI aims to streamline the comparison shopping process as it transforms ChatGPT into an e-commerce destination.

How AI shaped the Cyber Week experience, for better and for worse

Brands that honed their tools in advance of the shopping holiday helped customers complete purchases quickly, according to Gartner’s Kassi Socha.

Consumers can’t tell the difference between humans and AI

However, nearly 70% of consumers still prefer speaking with a human, a Twilio survey found.

The key to hotel guest loyalty? Flexibility and value.

Choice Hotels VP of Loyalty Nandika Suri shares how evolving traveler demand shaped the hotel company’s latest loyalty program enhancements.

Unclear discounts put a damper on the Black Friday experience

Many retailers obscured their online promotions, leading to confusing experiences, CI&T’s Melissa Minkow said.

Lyft’s agentic AI cuts resolution times, adds 24/7 support

Lyft and the AWS Generative AI Innovation Center built an “intent agent” that helped reduce average resolution time for customer support calls by 87%.

Amazon Connect launches AI agents capable of autonomous action

The ability to seamlessly swap AI agents and human representatives is a core part of the offering, Pasquale DeMaio, VP of Amazon Connect, told CX Dive.

Starbucks anticipates Gen Z Thanksgiving traffic surge as it revamps its experience

The chain has spent the past year working to make its on-premise experience more enticing for consumers, and Gen Z is a prime customer cohort with its affinity for coffeehouse experiences.

Best Buy reports better-than-expected sales as NPS rises

The company's experience investments — from leveraging AI in the contact center to specialized training for associates — are translating into sales growth.

Zoom says its biggest contact center customers want AI

Nine out of the ten top customer experience deals involved AI solutions, showing that the technology has become a differentiator, CEO Eric Yuan said.

Bath & Body Works wants to make the in-store experience ‘less overwhelming’

The retailer is investing in experience as part of a turnaround strategy after third quarter results failed to live up to expectations.

7-Eleven adds alcohol cash back deals

The offers are available at more than 10,000 locations nationwide through a partnership with retail technology platform Swiftly.

BJ’s credits convenience for high digital sales growth

AI is predicting the most efficient paths for associates to collect the items for orders, making the process about 40% more efficient.

How Amazon, Target and Walmart are approaching AI in customer experience

The companies are looking at ways to integrate the technology to support their foundational experiences while exploring the potential of third-party partnerships.

Intuit, OpenAI launch partnership to provide consumers personalized advice

Consumers will be able to use Intuit apps, like TurboTax, Credit Karma and QuickBooks, directly on ChatGPT.