Instacart ends controversial price tests

The pilot, which allowed some retailers to test charging consumers different prices for the same products, became a public flash point after a Consumer Reports investigation. 

By Catherine Douglas Moran • Dec. 22, 2025

Is surveillance pricing ripping off loyal customers?

If customers thought “that loyalty data were being consumed for that purpose, they would opt out of loyalty,” said Brierley loyalty consultant Don Smith.

By S.L. Fuller • Dec. 16, 2025

Yum Brands: Solo dining, customization are reshaping value strategy

CMO Ken Muench said the lack of control and predictability in consumers’ lives is pushing diners toward customized experiences — even when that means passing up a deal.

By Aneurin Canham-Clyne • Dec. 15, 2025

Retailers band together to maintain customer relationships as third-party AI grows

As more consumers turn to third-party AI tools in their shopping journeys, who owns that experience?

By Kristen Doerer • Dec. 9, 2025

Intuit, OpenAI launch partnership to provide consumers personalized advice

Consumers will be able to use Intuit apps, like TurboTax, Credit Karma and QuickBooks, directly on ChatGPT. 

By Kristen Doerer • Nov. 21, 2025

Are your personalization efforts overwhelming customers?

More than one-third of customers have stopped buying from a brand due to excessive messaging, a CSG survey found.

By Michael Brady • Nov. 14, 2025

Pinterest rolls out AI-powered personalization features

The updates will turn the platform “into a personal shopping assistant” led by the technology, according to executives. 

By Tatiana Walk-Morris • Oct. 31, 2025

3 of the spookiest customer experiences

CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost companies. 

By Kristen Doerer , Bryan Wassel • Oct. 30, 2025

Wayfair invests in AI to power its customer experience push

The retailer is using the technology in its product image carousels, search engine and contact center operations.

By Bryan Wassel • Oct. 28, 2025

Companies are falling short on using AI for personalization

Most CX leaders see the potential to better connect with customers using AI, but few say they have the knowledge to act on its potential.

By Bryan Wassel • Oct. 6, 2025

Stitch Fix dials up personalization to reverse client declines

The number of active clients continues to drop, but the apparel box retailer hopes to win customers with superior experiences, according to CEO Matt Baer.

By Bryan Wassel • Sept. 26, 2025

Where companies fall short in their personalization efforts

Shoppers appreciate personalization when it helps with product discovery or deals, but about half say brands’ recommendations feel random and irrelevant, a VML survey found.

By Bryan Wassel • Sept. 24, 2025

Consumers want more control over loyalty program rewards

Giving customers more flexible rewards can drive loyalty by delivering greater personalization and value, EPAM Systems found.

By Michael Brady • Aug. 26, 2025

Pinterest has ‘effectively become an AI-enabled shopping assistant,’ CEO says

The platform is focusing on AI-powered visual search and product discovery, leading to cumulative gains across the business, CEO Bill Ready said.

By Bryan Wassel • Aug. 8, 2025

Will AI ‘completely rewire’ loyalty programs?

Companies have been able to segment customer data for years, but AI takes it a step further, enabling brands to target offers to specific individuals through their rewards programs.

By Michael Brady • June 30, 2025

Few consumers trust retailers to use their data responsibly, research finds

Consumers are more willing to share data when the requests are personalized and the experience is more rewarding, Press Ganey Forsta found.

By Bryan Wassel • June 27, 2025

Stitch Fix personalization investments show signs of paying off

Deeper customer-stylist relationships and improved flexibility fueled a strong quarter, but the retailer still reported year-over-year declines in active clients.

By Bryan Wassel • June 11, 2025

Personalization pays — except when it doesn’t

Customers are more likely to purchase more after personalized interactions. But Gartner found they’re also more likely to feel overwhelmed and regretful.

By Kristen Doerer • June 4, 2025

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.

By Bryan Wassel • May 30, 2025

Pinterest pins its future to visual search experiences

Investments in visual exploration are helping the company deliver more relevant ads while improving the browsing experience, CEO Bill Ready said.

By Bryan Wassel • May 9, 2025

Wegmans’ elevated shopping experience goes digital

The East Coast grocer recently launched a “new and improved” website and mobile app with enhanced personalization. Here’s a closer look.

By Peyton Bigora • April 22, 2025

Scooter’s Coffee switches to points-based loyalty

The new program is designed to expand the range of products available for redemption and boost ordering through the chain’s digital channels.

By Aneurin Canham-Clyne • April 17, 2025

Online shopping brings convenience but lacks joy

Brands have many ways to make e-commerce more exciting, but they should avoid adding fluff, according to Info-Tech Research Group’s Julie Geller.

By Bryan Wassel • April 15, 2025

Investments in convenience pay off for Sam’s Club

The warehouse club will remodel its entire store fleet, with upgrades based on its store of the future concept, and improve digital personalization.

By Bryan Wassel • April 9, 2025

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.

By Bryan Wassel • April 1, 2025