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  • A Cracker Barrel sign hangs on the outside of a restaurant.
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    Joe Raedle via Getty Images
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    After logo backlash, Cracker Barrel turns to loyalty members for feedback

    The restaurant chain’s rewards members can now comment on their experience after every visit through the Front Porch Feedback feature.

  • Three electronic devices featuring Gopuff's updated website.
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    Courtesy of Gopuff
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    Gopuff wants to build on its reliability with a more personalized, transparent website

    The instant delivery company wants to make its site easier to shop without sacrificing speed, according to co-CEO Yakir Gola.

  • A corner location of a stone-and-glass building with "U.S. Bank" signage is shown as people pass by on the street.
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    Caitlin Mullen/CX Dive
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    3 major banks turn to predictive insights to boost trust

    Bank of America, U.S. Bank and Wells Fargo allow users to analyze estimated spending, scheduled transactions and deposit data.

  • Taco Bell drive-through
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    Courtesy of Yum Brands
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    How Yum’s AI factory supercharges marketing at Taco Bell and beyond

    Execs at the fast-food giant detail an approach to artificial intelligence that is already powering transformation throughout its digitally focused brands.

  • A group of professionals in a conference room having a meeting, with a video conference screen showing two additional participants on a call.
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    Alamy
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    What department should CX be in? ‘It depends.’

    When deciding where the function should reside, leaders should consider the team's capabilities and responsibilities, CX leadership, the CEO and the organization, Forrester’s Judy Weader said.

  • A woman browses an ecommerce site in front of a Christmas tree.
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    Getty Images
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    AI shopping tools are evolving, but are they ready for the holidays?

    Most consumers are open to generative AI-powered guidance, but only 3% say they will start their shopping journey with a ChatGPT-type search, according to Coveo research.

  • A traveler looks at a mobile device.
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    Getty Images
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    AI agents will be ‘gatekeepers of loyalty’ in hospitality: study

    The rise of AI-powered agents could shift customer loyalty toward algorithms, not hotel brands, according to researchers at Florida Atlantic University.

  • People pass by a Rent the Runway store.
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    Michael M. Santiago via Getty Images
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    Rent the Runway says its CX efforts are paying off. The financials aren’t as rosy.

    The clothing rental company saw active subscriber growth and NPS improvements, but it reported a net loss of $26.4 million and increased prices for subscriptions.

  • A pedestrian walks by an American Express Travel Services office.
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    Justin Sullivan / Staff via Getty Images
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    American Express wants to simplify travel planning for its cardholders

    The Amex Travel App is designed to help travelers book hotels, flights and transportation.

  • People stand in line with a sign directing them where to stand for seeking jobs
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    Scott Olson via Getty Images
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    Consumer confidence falls on dimming outlook for labor market

    “After months of a frozen job market with little hiring outside of healthcare, people now see more industries turning to layoffs,” Navy Federal Credit Union Chief Economist Heather Long said.

  • Picture of a man and a woman working at two computer stations in an office with headsets on.
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    Getty Images
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    A bipartisan bill wants to keep call centers in the US. Here’s how leaders can prepare.

    The legislation's future is unclear, but experts say contact centers should plan ahead and reduce call volumes, improve service and examine costs.

  • The exterior of a Marriott hotel is seen on February 11, 2025 in Miami, Florida.
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    Joe Raedle / Staff via Getty Images
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    Marriott checks out AI agents amid technology transformation

    Automating high-cost processes and improving experiences are two key priorities. The goal is to move associates away from manual, repetitive tasks to focus on better serving guests.

  • Call center workers in an office.
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    Getty Images
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    Gartner predicts Fortune 500 companies won’t eliminate human agents anytime soon

    “At the end of the day do we think there will be fewer agents? Yes. But a fully agentless future is not going to happen,” Gartner’s Kathy Ross said.

  • The outside of an Albertsons grocery store
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    Ethan Miller via Getty Images
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    Albertsons deploys Google Cloud’s AI-powered tool for product discovery

    The AI tool “moves beyond traditional search,” providing personalized interaction and intuitive guidance, Albertsons’ Jill Pavlovich said.

  • A rendering of a bagel shop.
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    Courtesy of Einstein Bros. Bagels
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    Einstein Bros. Bagels elevates store template

    The bagel chain is the latest restaurant brand to prioritize warmth and a separation between digital pickup and in-store channels in its store design. 

  • The Chewy.com website.
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    Joe Raedle / Staff via Getty Images
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    Chewy wants to make Chewy+ the top pet membership program

    “We see this program in line with an Amazon Prime or Costco membership or Walmart+, with similar benefits and similar returns,” CEO Sumit Singh said.

  • An image of a building with Cracker Barrel branding
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    Courtesy of Cracker Barrel
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    Cracker Barrel halts remodels after logo backlash, lackluster test

    The chain only remodeled four stores before deciding to discontinue its reimage efforts, which drew the ire of loyal customers. 

  • Co-founders stand next to each other at a press conference outside
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    Brook Mitchell via Getty Images
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    Atlassian lays off another 200 customer service, support staff

    The company came to the decision after its customer experience improvements to platform and tools reduced support needs, a spokesperson told CX Dive.

  • The Ask Ralph feature on a cell phone.
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    Courtesy of Ralph Lauren
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    Ralph Lauren rolls out AI-powered assistant to dole out fashion advice

    Ask Ralph can suggest products and offer advice based on prompts like “What should I wear to a concert?” and “How can I style my navy-blue men’s blazer?”

  • The outside of a Verizon store
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    Bruce Bennett via Getty Images
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    How Verizon broke down data silos with its Center of Enablement

    The CX team had to cut through politics, properly brand its effort and get companywide buy-in, leaders said last week. Efforts are paying off as customer satisfaction rises.

  • data center
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    Getty Images
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    How to write an AI ethics policy for the workplace

    One expert emphasized flexibility, saying, “A static AI policy will be outdated before the ink dries.”

  • People stand in front of a screen showing flight arrivals and departures.
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    Roberto Schmidt via Getty Images
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    Trump DOT nixes compensation requirement for airline delays and cancellations

    The Trump administration is rolling back Biden-era consumer protections, including those that had yet to take off.

  • Multi-colored bouquet of flowers
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    Getty Images
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    How 1-800-Flowers plans to revitalize its experience, loyalty program

    The gift retailer has fallen behind with regards to customer expectations and technology changes, according to CEO Adolfo Villagomez.

  • A person on a smartphone walks by a Shake Shack restaurant
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    Joe Raedle via Getty Images
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    How Shake Shack removes friction between web traffic and app downloads

    As it begins to invest in paid media at scale, the fast casual chain teamed with Google to drive more app conversions and return on ad spend.

  • The outside of an Office Depot store.
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    Joe Raedle / Staff via Getty Images
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    Office Depot promises 15-minute pickup service

    The retailer says it will fulfill online and mobile orders for in-store and curbside pickup within 15 minutes, or it’ll send customers a $15 coupon.