CFPB seeks to end open banking case

The agency had put the rule in place last October to give consumers more control over sharing their financial data, such as bank account information, with other financial service providers.

Costco calls scan-and-go pilot ‘extremely successful’

The scan-and-go tests are part of the retailer's efforts to move customers through the store faster, improve checkout and reduce crowding.

Kohl’s interim CEO to stay the course of its CX turnaround plan

Top priorities include optimizing store layouts, adding more sources of product inspiration and improving in-stock rates.

Gap’s experience enhancements push NPS higher at Old Navy

The retailer is reaping some rewards from the revitalization plan it rolled out in 2023, which includes drawing upon the individual brand identities to revamp each brand’s experiences.

Ulta’s 45 million loyalty members will drive its personalization plans

The retailer is focusing on elements it can control, including CX, to help it fend off competitors in the beauty space.

Business leaders expect agentic AI to take over customer service

The enthusiasm toward agentic AI in business circles is more muted for customers. Three-quarters of consumers believe customer service is now too impersonal.

Consumer pessimism eases amid cooling in U.S.-China tariff war

The share of consumers expecting a recession over the next 12 months fell in May, the Conference Board said.

Best Buy wants AI to offer customers fewer — but more relevant — search results

The enhanced search experience will build on the electronics retailer’s e-commerce success, which was a bright spot in an otherwise lackluster quarter.

How emotional attachment can boost brand advocacy and retention

Seven in 10 consumers will choose a brand because they expect the experience will be good, an Ipsos report found.

A 2-point rating scale can reduce racial bias in customer feedback, research finds

Employers should audit their rating systems for bias and offer other ways for customers to provide more detailed reviews, researchers said.

Dick’s Sporting Goods plans aggressive omnichannel experience investments

The athletics retailer, riding on the success of its strong store experience, wants to use e-commerce to capture additional market share.

Intuit leans into AI to improve taxpayer experience, boost revenue

The company’s AI agents and AI-aided human experts are reducing the time customers spend on returns, CEO Sasan Goodarzi said.

For Williams-Sonoma, customer service starts in the supply chain

Backend improvements enhance the customer journey in-store as experience becomes a key lever to focus on with tariffs, according to CEO Laura Alber.

David’s Bridal unveils Diamonds & Pearls store concept

The "store of the future" is a high-touch, tech-powered boutique and features exclusive products, a modern setting and an integration with Shopify.

When it comes to premium experiences, customers will pay up

It’s not just airlines. A majority of consumers are willing to spend more for a better rideshare experience, streaming service and even customer support, Qualtrics XM Institute finds.

Google is turning AI into a personal shopping assistant

The technology company debuted AI Mode, the ability for shoppers to use agentic capabilities to set up price tracking and make purchases on their behalf.

BJ’s Wholesale Club is willing to sacrifice margin for digital convenience

Store-based fulfillment options cost the warehouse club money, but loyalty improvements more than make up the difference, according to CEO Bob Eddy.

Lowe’s looks to pro loyalty program to drive higher spend

The retailer’s investments in AI advisers and loyalty programs are part of its efforts to accelerate sales growth among pro customers and digital.

Urban Outfitters’ in-store experiential concept targets Gen Z — starting with Nike

The apparel retailer debuted the On Rotation concept as a way to fuel discovery shaped by the generation’s favorite brands. 

Experience wins can’t save Target from a disappointing quarter

Digital sales were up, driven by its breadth of fulfillment options, but Target couldn’t offset traffic and basket size declines.

Klarna credits AI for slashing customer service costs

Though the buy now, pay later firm will once again hire customer service agents, it sees its AI chatbot as a success that has cut costs.

Target Circle 360 members can now shop same-day delivery with 100+ retailers

Through its Shipt service, the mass retailer will give subscribers access to same-day delivery at Petco, PetSmart, CVS, and more, all without price markups.

Home Depot is ‘laser focused’ on elevating customer service through associates

A localized training program and generative AI knowledge tools for workers are expected to boost the in-store experience.

Why customer service shouldn’t be ‘a deflection mechanism’

When customers are unable to reach customer service, it can exacerbate their frustration and erode overall customer experience, brand reputation and sales. 

Cava has big plans for its loyalty program

Loyalty is bringing consumers into the restaurant’s ecosystem, while its emphasis on hospitality builds relationships, according to CEO Brett Schulman.