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

How 7 companies are boosting brand loyalty

From Target to Swarovski, brands are stepping up efforts to engage customers, rethinking loyalty and rewards programs or finding new ways to apply feedback.

By Naomi Eide • March 28, 2024

Alaska Airlines launches $5 per month loyalty subscription

Alaska Access offers customers early access to sale flights, a monthly Wi-Fi voucher and a personalized fare page.

By Kristen Doerer • March 21, 2024

Nordstrom emphasizes personalization as digital assortment grows

The luxury retailer expects personalization to improve digital experiences as Nordstrom rolls out a marketplace open to third-party brands.

By Bryan Wassel • March 11, 2024

Tractor Supply revamps loyalty program with lower threshold for perks

The over 30 million Neighbor’s Club members represent more than three-quarters of sales for the retailer. 

By Tatiana Walk-Morris • March 8, 2024

Back to CX basics: Where does modern tech fit in?

Business leaders need to keep customer expectations in mind when pursuing new tech and consider how modern tools can enhance foundational experiences, experts told CX Dive.

By Bryan Wassel • March 7, 2024

Best Buy leans into customer experience as a sales driver

With the vast majority of its revenue coming from known shoppers, Best Buy plans to upgrade its app to better serve its most valuable customers.

By Bryan Wassel • March 4, 2024

This Valentine’s Day, give the CX gift that matters: personalization

As the rate of returned Valentine’s Day gifts increase, some retailers are looking to improve personalized offers to make sure customers get the right gift.

By Kristen Doerer • Feb. 14, 2024

Smokey Bones revamps loyalty program

Members now receive five points for every dollar spent compared to one point, accelerating the rate in which points are accrued. 

By Julie Littman • Feb. 13, 2024

Why Build-A-Bear is pushing checkouts to tablets

The tools let associates better serve and personalize shopper journeys while providing customers faster checkout options.

By Bryan Wassel • Feb. 12, 2024

McDonald’s sets sights on $45B in loyalty sales

A larger loyalty member pool will provide more customer data for the fast-food chain to improve personalization.

By Bryan Wassel • Feb. 7, 2024

Why Kellanova turned to customer-provided data to bolster personalization

As Google phases out third-party cookies and privacy regulations tighten, companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers.

By Rosalyn Page • Feb. 5, 2024

Starbucks to capitalize on record loyalty membership with app improvements

Starbucks Reward members spent more than ever during Q1 2024, as the company looks to incentivize further patronage with greater personalization.

By Bryan Wassel • Feb. 1, 2024

5 CX trends to watch in 2024

Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.

By Bryan Wassel , Kristen Doerer • Jan. 10, 2024

General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts

Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.

By Chris Kelly • Jan. 9, 2024

Personalization will rule restaurant loyalty programs in 2024

Major chains are using real-time consumer data and artificial intelligence to provide more personalized perks. 

By Danielle McLean • Jan. 8, 2024