Ulta Beauty eyes AI agents amid growth plans

The company is working on the tech foundation to enable adoption, which it hopes will lead to improved employee and customer experiences. 

Sonos makes interim CEO’s appointment permanent as it works to win back customers

The company’s efforts are paying off, CEO Tom Conrad said. Customer and dealer net promoter scores are improving, while household listening hours have increased year over year.

Guitar Center brings AI assistant to the store floor

The Rig Advisor tool compares gear in real-time and provides live inventory updates.

Can surveys alone tell you what customers really want? Experts say ‘no.’

"Customers are reliable narrators of their current frustrations, but they are unreliable narrators of their future actions," one expert said.

Albertsons looks to tried-and-true methods to bolster e-commerce

The grocery company aims to be “brilliant at the basics” as it refines its digital capabilities and ushers in new technologies like AI, executive Jill Pavlovich said.

AI shopping assistants have a trust problem

Skepticism about the tech is a major barrier to its adoption, as it ranks among the least trusted sources for shopping information, according to a new report.

AT&T’s customer guarantee is working, CEO says

The company has seen improved net promoter scores among wireless and fiber customers following a network event, CEO John Stankey said.

How AI is changing expectations for customer support on social media

Only one-quarter of consumers say they prefer AI-powered support, but 71% are somewhat or very satisfied with AI support experiences, according to an Emplifi survey.

Inflation concerns spur early summer shopping: report

A national survey from marketing firm Optimove found that consumers were concerned about tariffs and planned to check online prices while shopping in-store.

AI to bring ‘massive disruption’ to contact center workforces, Forrester says

The analyst firm expects virtual assistants to handle more complex customer inquiries. As a result, humans will provide more back-office support. 

How generative AI is reshaping the CX practice

From customer service chatbot to product discovery enabler, here are some of the roles generative AI has been playing this year.

Consumer sentiment edges up on expectations inflation will cool

Recent stability in consumer sentiment coincides with mixed signals on employment and retail sales.

Consumer ire over delivery mishaps shifts from shippers to merchants

E-commerce retailers are struggling to meet consumers’ rising expectations for faster delivery, according to InsureShield Shipping Insurance.

Lowe’s links end-user feedback loop to AI tool improvements

The home improvement retailer has been expanding AI access to its associates and tweaking tools with the intersection of employee and customer experience in mind.

Want a great quick-service restaurant experience? Keep it fast and efficient

Customers are happier with human-led ordering at the counter or the drive-thru than they are with using kiosks, according to a Qualtrics Instant Insights survey.

Updated July 21, 2025

Consumers see star and numeral ratings in very different ways

When it comes to stars, consumers consistently round up incomplete stars, overestimating the rating, researchers found. 

Value remains a top draw of loyalty programs

Most consumers say they want better discounts, according to a Kobie survey.

How Sun Bum’s loyalty program leaves ‘punch card land’ and builds community

The marketer of sun care products built a platform that turns consumer actions and user-generated content into opportunities for brand engagement.

3 trends shaping the future of customer service

“AI and rapidly changing customer expectations are driving the evolution of the customer service function,” Gartner’s Brad Fager said.

CX leaders expect technology budget growth as AI readiness lags

Most leaders anticipate a bump in their tech budgets in the next year, but only one-third of CX teams have mastered the necessary data literacy skills, Forrester found.

7-Eleven faces shrinking foot traffic

Store visits have declined for several quarters. CFO Yoshimichi Maruyama said recovering customer traffic is “a major challenge for the time being.” 

AI is wreaking havoc on mobile user experience, report finds

Error clicks on mobile skyrocketed 667% year-over-year, frustrating consumers along the way, according to a report by behavioral data company Fullstory.

How Bookshop.org drives customer loyalty on a tight budget

Customers may look to independent alternatives for moral reasons, but turning them into regular shoppers requires a great experience, CEO Andy Hunter told CX Dive.

Potbelly updates website, app as part of digital transformation

These digital channels will include a reorder function and “Quick Add” option for a faster checkout experience. 

Albertsons sees digital success, but the channel has yet to turn a profit

CEO Susan Morris views the Albertsons for U program, which saw membership rise 14% year over year, as a valuable source of data for the company.