Nearly half of US consumers use AI tools when shopping online, study finds

Consumers are particularly interested in better personalization, image-based search and AI-powered chatbots, according to an adMarketplace survey.

NRF expects ‘slower trajectory for consumer spending’ in 2025 as tariffs fuel uncertainty, inflation fears

Retail sales could grow 3.7% at best — or well under 3% — as many consumers reach the limits of their spending power, the trade group said.

AI regulation is ‘inevitable.’ Are CX leaders ready?

Though Virginia's governor vetoed a bill that would have added guardrails to “high-risk” AI use cases for consumers, experts say CX leaders should develop responsible AI governance for the benefit of business and consumers alike.

Trader Joe’s roasts in-store retail media

In a recent podcast, company leaders emphasized that their marketing model focuses on human interaction, not robots and screens.

How Applebee’s designed its customer insights program

The restaurant chain incorporated feedback from a range of stakeholders to ensure its customer insights are actionable and readily available.

Travel perks can spice up loyalty, but customers still seek financial benefits

About half of consumers are extremely or very likely to use loyalty programs that offer travel options, according to an arrivia survey.

David’s Bridal CEO on transforming the brand experience for today’s brides

CEO Kelly Cook is focused on “changing and twisting the dials of the company” to keep up with brides’ evolving expectations for the wedding shopping and planning experience.

Consumer spending during Q1 shrinks for first time since pandemic

“Stockpiling ahead of potential tariff implementation on a wide range of consumer goods could lead to a pullback in goods spending later this year,” the Conference Board said.

FTC considers petition for digital labels on apparel

The American Apparel and Footwear Association's petition says online garment care instructions will inform customers about product care, reduce waste and save money.

Temu accused of acting in bad faith in addressing customer complaints

A class action lawsuit alleges the fast fashion company is scheming to prevent customers from filing claims.

Retailers fight customer churn with loyalty programs

Two-thirds of retailers offer loyalty programs, Salesforce found. Rewards play a powerful role in retaining customers, especially as prices rise.

Is generative AI pushing brands into search-first digital design?

As generative AI reshapes consumer shopping habits, brands face a critical choice: adapt their digital experiences to search-first, conversational design or risk falling behind.

Customer service quality drops as businesses look to cut costs

Nearly two-thirds of executives say they’re actively making trade-offs between customer satisfaction and cost efficiency, according to Accenture.

Inside H&M’s digital relaunch and approach to multichannel experiences

Head of Digital Jenn Volk explains how the retailer reimagined digital to increase brand storytelling around moments like its Charli XCX collaboration.

Banks offer more customer support, boosting satisfaction

Despite economic anxiety, customers’ satisfaction with their banks is strong — and growing stronger, J.D. Power found.

EG America overhauls loyalty program

The retailer's SmartRewards platform now includes several personalized features aimed at creating a more intuitive shopping experience.

Instacart adds tools to address out-of-stocks

The company said its new offerings will help provide a real-time understanding of what’s on store shelves.

There’s a big gap between what consumers and CX leaders value

Consumers value first-contact resolution and knowledgeable agents significantly more than customer experience leaders, a Genesys survey finds.

As inflation looms, brands have to work harder for loyalty

Price sensitivity tops the list of purchase considerations, forcing consumers to trade down, according to the EY Future Consumer Index.

Consumer expectations for future plunge to 12-year low on tariff anxiety

Pessimism about price pressures rose, with expectations for inflation in 12 months increasing to 6.2% this month from 5.8% in February, the Conference Board said.

AI is rapidly changing how consumers shop online

More than half of consumers report their search habits have become more conversational, Bloomreach found.

Bank customers want clearer communication on cybersecurity: survey

Static, bare-bones website text about information security is “not enough anymore,” an Accenture executive said.

Why Shake Shack’s parent company ties employee experience to CX

Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.

4 experts on the role of generative AI in CX

Verizon and Indeed executives spoke at Qualtrics X4 about using generative AI to supercharge data crunching capabilities and reduce workers’ cognitive load.

Updated March 26, 2025

Most consumers care more about human connection than speed, survey finds

As more businesses deploy self-service options, it’s critical for businesses to offer customers the ability to talk to a human, Five9 finds.