Customers enjoy social media shopping despite overwhelming ads

More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.

By Kristen Doerer • July 18, 2024

Bank of America credits customer service for consumer banking growth

“Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.

By Kristen Doerer • July 16, 2024

Nearly all leaders feel unprepared for third-party cookie phaseout, study finds

Companies should review their personalization practices ahead of the phaseout and future-proof their strategies, according to Research Group's Thomas Randall.

By Bryan Wassel • July 15, 2024

Kroger steps up drive to promote value for customers

The retailer will offer shoppers extra savings opportunities, free items and cut-rate access to its Boost membership program for two weeks.

By Sam Silverstein • July 9, 2024

Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors

Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.

By Sam Silverstein • June 28, 2024

Citi tops list of bank customer satisfaction for financial advice

Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.

By Kristen Doerer • June 28, 2024

Customers want rewards and exclusive perks from loyalty programs, survey finds

Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.

By Kristen Doerer • June 27, 2024

Walmart opens access to off-site customer journey insights for suppliers

With Digital Landscapes, Walmart is looking to help suppliers answer questions about customer journeys beyond the retailer’s website and app.

By Chris Kelly • June 17, 2024

How pricing intersects with CX

Not all businesses consider pricing a function of customer experience. But one typically impacts the other.

By S.L. Fuller • June 13, 2024

Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch

A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.

By Daphne Howland • June 6, 2024

Hotel Tech-in: The app helping guests beat jet lag

InterContinental Hotels & Resorts has tapped Timeshifter, which uses science to help travelers navigate time differences, to improve the guest experience.

By Noelle Mateer • June 5, 2024

PayPal readies advertising platform rooted in reams of transaction data

The new offering in the expanding media network market will be led by Mark Grether, who helped grow Uber Advertising into a $1 billion business.

By Chris Kelly • May 31, 2024

Why CX leaders shouldn’t wait for Google to phase out cookies

Google delayed the deprecation of cookies yet again last month, but CX leaders can take steps now toward privacy-first user experiences.

By Thomas Wyatt • May 28, 2024

Best Buy updates mobile app with personalization, discovery features

The electronics retailer is adding elements like Shop with Videos, Best Buy Drops and other additions to promote its products.

By Tatiana Walk-Morris • May 17, 2024

Online shopping takes excessive effort for many customers, study finds

Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.

By Bryan Wassel • May 10, 2024

Wendy’s credits loyalty program, mobile app investments for customer growth

“The experience we deliver to our customers is the most impactful driver of our business,” CEO Kirk Tanner said.

By Bryan Wassel • May 7, 2024

McDonald’s credits speed, personalization for high satisfaction

The fast food chain is attracting customers with customized messaging and cementing their loyalty with fast and consistent service.

By Bryan Wassel • May 2, 2024

IHG taps Salesforce’s CRM to standardize customer data profiles

By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.

By Bryan Wassel • April 29, 2024

Effective or creepy? How to offer personalization while maintaining trust

Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.

By S.L. Fuller • April 29, 2024

Krispy Kreme switching to points-based loyalty program

Loyalty members will earn 10 points for every dollar spent starting April 23 as the chain shifts away from a consistent 8.3% discount rate on rewards.

By Aneurin Canham-Clyne • April 18, 2024

Perfect Corp. releases AI hair-identifying tool for personalization

The company said the tech lets brands and retailers provide personalized advice online and in-store.

By Xanayra Marin-Lopez • April 16, 2024

Companies overestimate how well they know customers, consumers say

A majority of business leaders say personalized engagement is an important priority, but many only apply it to sales-driven experiences.

By Bryan Wassel • April 11, 2024

Only 1 in 5 consumers trust self-service for support, report finds

Even with the lack of confidence, most contact center leaders believe personalization from generative AI may be key to building consumer trust.

By Bryan Wassel • April 8, 2024

JPMorgan Chase to let brands target customers based on spending data

Chase Media Solutions connects customers to retail deals, tailored to their spending, directly through their bank app.

By Gabrielle Saulsbery • April 8, 2024

Why brands are turning to data clean rooms to drive CX initiatives

Data clean rooms have become an attractive solution for brands seeking privacy-compliant, cookie-less customer insights.

By Rosalyn Page • Updated April 5, 2024