• Exterior of building with Marriott logo
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip

    Marriott’s Renaissance Hotels debuts AI-powered ‘virtual concierge’

    The hotel brand is the latest to adopt AI-assisted technology in a bid to personalize the guest experience.

    By Jenna Walters • Dec. 8, 2023
  • The prize center inside a Dave & Buster's restaurant
    Image attribution tooltip
    Michael Loccisano/FilmMagic via Getty Images
    Image attribution tooltip

    Dave & Buster’s sees future in revamped restaurants and loyalty growth

    The restaurant chain is remodeling its store fleet and enhancing its loyalty program with personalized offerings. 

    By Dec. 6, 2023
  • A guestroom with a white bed and brick walls.
    Image attribution tooltip
    Courtesy of Hyatt Hotels & Resorts
    Image attribution tooltip

    World of Hyatt ‘reimagines’ loyalty program benefits

    In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.

    By Jenna Walters • Dec. 4, 2023
  • Kroger headquarters
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Kroger improves pickup experience, personalized offerings in CX push

    Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.

    By Dec. 4, 2023
  • Nordstrom Rack, at Codding Town, Bend, Oregon
    Image attribution tooltip
    Daphne Howland/CX Dive
    Image attribution tooltip

    Nordstrom hinges CX strategy on personalization and convenience

    Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

    By Dec. 1, 2023
  • Amazon Fresh storefront in Woodland Hills, California.
    Image attribution tooltip
    Jeff Wells/CX Dive
    Image attribution tooltip

    Amazon sets the pace in grocery personalization, Dunnhumby finds

    The e-commerce giant earned the top score in a report released Tuesday by the data analysis firm, followed by H-E-B, Kroger and Giant Eagle.

    By Sam Silverstein • Nov. 14, 2023
  • A pair of coworkers look at a computer screen
    Image attribution tooltip
    iStock / Getty Images Plus via Getty Images
    Image attribution tooltip

    Businesses are rich with data, but they want more value from it

    Data defines the customer experience, but the full potential remains elusive if it's not shared across teams.

    By Nov. 6, 2023
  • Microsoft CEO Satya Nadella addresses shareholders during Microsoft Shareholders Meeting December 3, 2014 in Bellevue, Washington.
    Image attribution tooltip
    Stephen Brashear / Stringer via Getty Images
    Image attribution tooltip

    Microsoft leans on AI to power experiences across LinkedIn, Bing

    The technology giant is using AI tools to enhance search and personalization across its apps and social media platforms.

    By Oct. 31, 2023
  • Shot of a empty aisle in a supermarket.
    Image attribution tooltip
    kupicoo via Getty Images
    Image attribution tooltip

    Brand loyalty slides as consumers ask for more

    Falling brand loyalty isn’t a reason to despair. In fact, it has returned to 2021 levels.

    By Oct. 23, 2023
  • People check into hotel
    Image attribution tooltip
    South_agency via Getty Images
    Image attribution tooltip

    Amadeus launches booking solution aimed at personalizing the guest experience

    The iHotelier StayPlus technology aligns marketing and revenue strategies to help independent hotels and midscale chains capture and convert more bookings.

    By Jenna Walters • Sept. 13, 2023
  • The interior at Fauna Restaurant shows wooden chairs, dim light and a tile floor.
    Image attribution tooltip
    Courtesy of IHG Hotels & Resorts
    Image attribution tooltip

    IHG launches cloud-based booking experience aimed at customization

    The platform allows guests to filter by individual room attributes and add-on experiences, with hotels standing to earn an average of $22 in additional revenue per night.

    By Noelle Mateer • Sept. 13, 2023
  • Customers enter a Walmart store in San Leandro, California.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Walmart’s AI push prioritizes customer experience, personalization

    "Ultimately, the power of generative AI or any technology is only as good as the data that powers it," CEO Doug McMillon said.

    By Roberto Torres • Aug. 17, 2023